POSITION IDENTIFICATION
TITLE Coordinator, User Support
CLASSIFICATION NUMBER 1575
GRADE 37
CLASSIFICATION Exempt
IMMEDIATE SUPERVISOR Director, Computer Services
GENERAL FUNCTION
The Coordinator, User Support is responsible for supervision, operation, and management of the Computer Services’ Open-access Technology Labs, Help Desk, and Technical Training and Documentation. The Coordinator, User Support assists in budget acquisition and maintenance, performs systems and operations tasks on networked microcomputer systems serving faculty, staff, and students campus-wide, controls access to campus computers, creates new computer accounts, and manages the account preservation and restoration process. The Coordinator, User Support is responsible for the supervision of all User Support full-time staff and student employees.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A Bachelor’s degree is required; a Bachelor’s degree in a computer-related field is preferred.
Experience: A minimum of five years experience in a technology services organization with emphasis in academic or administrative computing support is required. Demonstrated successful experience managing user support-based projects is required. A minimum of three years supervisory experience is required. Work experience in a higher education environment is preferred.
Skills: The ability to effectively manage multiple, complex computer systems projects concurrently is required. Effective interpersonal, customer service, organizational, and team-building skills are required. Excellent verbal and written communication skills and proficiency in writing technical specification documents is required. Strong technical skills and current technical knowledge are required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. The ability to understand the requirements and act upon requests from faculty, staff, and administrators for technology support is required. The ability to organize and manage efficiently to ensure a successful technical support operation is required. The ability to maintain a professional and pleasant rapport with faculty, staff, and students while controlling the overall technology support operation is required. The ability to work effectively with a variety of constituencies possessing a wide range of technical knowledge is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Other: The twenty-four hour scope of University operations requires this position to be available evenings, nights, and weekends to respond to calls regarding questions or problems with the University’s open-access computer labs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Ensures a high quality program of support in technology labs managed by the Computer Services Department by supervising the activities of all technology lab personnel which includes the Lab Support Administrator, Centralized User Support Specialists, and student lab assistants.
2. Ensures effective day-to-day operation of supported technology equipment by establishing maintenance contracts and by performing problem determination and setting resolution standards with technology personnel and vendor service technicians.
3. Ensures that quality services are provided by hiring qualified applicants and scheduling their work hours, managing payroll activities, handling disciplinary actions, and coordinating programs for testing, training, and evaluating the performance of full-time staff and student assistants.
4. Ensures high quality and timely support for faculty and staff by supervising the activities of all technology support personnel that includes the Information Technology Support Administrator, Technical Training Administrator, Centralized User Support Specialists, and student Help Desk assistants.
5. Ensures high quality resources in technology training and documentation for faculty, staff, and students by supervising the activities of all Training and Documentation personnel, which includes the Technical Trainer Administrator, the Graduate Assistant Technical Writer, and Training and Documentation student assistants.
6. Ensures the effectiveness of technology support employees by providing opportunities for professional development as well as initiating service and support activities for continuous improvement and growth.
7. Controls access to campus host computers by managing the distribution of new computer accounts and assisting with management of the account preservation and restoration process.
8. Ensures the effective daily operation of the User Support group by maintaining a current inventory of supplies and equipment and maintaining the currency of needed software, manuals, and support information, both electronic and printed.
9. Administers the operations of User Support Services by maintaining equipment inventory records and financial records on the student worker budget and staff training budget and reporting periodically on the status of these records to the Director, Computer Services.
10. Ensures that Computer Services offers quality support to the campus community by participating in the development and review of policies, guidelines, standards, and procedures governing the scope of support offered by the department.
11. Facilitates a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
12. Remains competent and current through self-directed professional reading,
Developing professional contacts with colleagues, attending professional development
courses, and attending training and/or courses required by the Director, Computer
Services.
15. Contributes to the overall success of the Computer Services department by performing all other duties and responsibilities as assigned by the Director, Computer Services.
SUPERVISION
The Coordinator, User Support is supervised by the Director, Computer Services and supervises the User Support staff and student employees.
OFFICE OF HUMAN RESOURCES
REVISED OCTOBER 2019
