Technology Support Coordinator

University of St. Francis; Joliet (IL); On-site; USD 48,000 - 54,000; Full time

Job summary

The University of St. Francis seeks a Technology Support Coordinator to lead the front-line Technology Support Center and supervise student workers. You will hire, train, and schedule staff, and ensure timely, effective help desk support for students, faculty and staff, with a hands-on approach.

Key duties include coordinating Level 2/3 escalations, refining IT workflows, building a knowledge base, and promoting continuous quality improvement across technology services.

Qualifications

• Bachelor’s degree in any management or technology field, or 2+ years of work equivalent experience in technology customer service, technology or end-user support.
• Demonstrated ability to communicate effectively on the phone, in person, in email, in chat systems, or via virtual conferencing tools.
• Sensitivity to customer needs, an interest in people, and the ability to grow relationships.
• A propensity and willingness to learn new technologies.
• Advanced knowledge of common computer operating systems and software applications.
• Advanced knowledge of computer hardware including PCs, Macs, Printers, Tablets, Mobile Devices, etc.
• Detail-oriented, with the ability to record, organize, and communicate details.
• Ability to meet deadlines, solve problems and work as a member of a team.
• Ability to perform the physical requirements of the position.
• Willingness to support the Catholic and Franciscan values of the university.

Responsibilities

• Ensure that any support issues brought to the attention of the TSC student pool are effectively resolved including issues escalated to level 2 network support.
• Participate in escalated level 2 network support issues and accelerate to level 3, if needed.
• Refine, develop and improve the workflows and processes of the student TSC.
• Oversee the creation of an internal knowledge base born from the successful maintenance and installation of computer software and hardware.
• Manage the TSC technical student staff.
• Create work schedules that guarantee end-user support during defined business hours.
• Verify that any solutions provided by third party support vendors effectively address the reported issue.
• Identify recurring support issues and develop creative solutions to address the root cause of the issues.
• Participate in the communication process for any system disruptions and/or outages.
• Provide student staffing and support for any large-scale projects during the summer term.
• Participate in and promote a culture of continuing quality improvement.
• Other related duties as assigned

Skills

Communication skills

Customer service

Teamwork

Adaptability

Tech-savvy

Education

Bachelor’s degree or 2+ years experience

Tools

Ticketing system

Job description

Position Details

Position Information

Job Title: Technology Support Coordinator

Position Number: 003012

Department: Network Support Services - Joliet IL

Job Grade: 9

Anticipated Salary Range: $48,157 - $53,575

Benefits: https://stfrancis.edu/employment/

The University of St. Francis does not discriminate in its employment practices or in its educational programs on the basis of any protected class. The University also prohibits retaliation against any person opposing discrimination or harassment or participating in any internal or external investigation or complaint process related to allegations of misconduct. For a complete copy of USF's Policy on Equal Opportunity, Harassment, and Nondiscrimination for All Faculty, Students, Employees and Third Parties or for more information, please go to https://www.stfrancis.edu/titleix/ or contact the Title IX Coordinator at [e-mail].

Position Summary: This position is the head of the front-facing technology support operations student labor pool, and performs additional computer technology user support for the University. This position assists in the management of student personnel within the Technology Support Center (TSC). This includes participating in hiring and training the student workers within the TSC. The coordinator is charged with ensuring that any support needs brought into the front-line TSC are responded to in a timely and effective manner as reported by end-user satisfaction. The coordinator is a hands-on role that will require personally answering phones, maintaining class or lab technologies, and providing help desk support to students, faculty and staff.

Essential Duties & Responsibilities

• Ensure that any support issues brought to the attention of the TSC student pool are effectively resolved including issues escalated to level 2 network support
• Participate in escalated level 2 network support issues and accelerate to level 3, if needed
• Refine, develop and improve the workflows and processes of the student TSC
• Oversee the creation of an internal knowledge base born from the successful maintenance and installation of computer software and hardware
• Manage the TSC technical student staff
• Create work schedules that guarantee end-user support during defined business hours
• Verify that any solutions provided by third party support vendors effectively address the reported issue
• Identify recurring support issues and develop creative solutions to address the root cause of the issues
• Participate in the communication process for any system disruptions and/or outages
• Provide student staffing and support for any large-scale projects during the summer term.
• Participate in and promote a culture of continuing quality improvement
• Other related duties as assigned

Minimum Requirements

• Bachelor's degree in any management or technology field, or 2+ years of work equivalent experience in technology customer service, technology or end-user support.
• Demonstrated ability to communicate effectively on the phone, in person, in email, in chat systems, or via virtual conferencing tools
• Sensitivity to customer needs, an interest in people, and the ability to grow relationships
• A propensity and willingness to learn new technologies
• Advanced knowledge of common computer operating systems and software applications
• Advanced knowledge of computer hardware including PCs, Macs, Printers, Tablets, Mobile Devices, etc.
• Detail-oriented, with the ability to record, organize, and communicate details
• Ability to meet deadlines, solve problems and work as a member of a team
• Ability to perform the physical requirements of the position
• Willingness to support the Catholic and Franciscan values of the university

Preferred Requirements

• Master's degree in any management, education or technology field
• 5 + years' experience in a computer support role
• 5+ years' experience managing and developing IT support methodologies across multiple platforms
• 5+ years' experience managing and developing student workers
• Experience administering a ticket tracking system

Hours/Shift/Work Schedule

Administrative position with a minimum expected 40 hours, typically Monday-Friday. Occasional evening and weekend work hours required; may include holidays.

Physical Requirements of Position

Work is performed in an office setting with minimal exposure to health or safety hazards. Substantial time is spent working on a computer. This is sedentary work which requires the following physical activities: sitting, walking, bending, stooping, finger dexterity, repetitive motions, talking, hearing and visual acuity.