POSITION IDENTIFICATION
TITLE Information Technology Support Administrator
CLASSIFICATION NUMBER 5131
GRADE 35
CLASSIFICATION Exempt
IMMEDIATE SUPERVISOR Coordinator, User Support
GENERAL FUNCTION
The Information Technology Support Administrator serves as a member of the leadership team of the User Support Unit of Computer Services, ensures that a high quality program of support services is continuously offered, ensures effective day-to-day operation of assigned areas and services, develops and maintains good customer relations, and provides advanced technical support for University user support efforts and initiatives.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education/Experience: A Bachelor's degree and three years of experience (or an equivalent combination of education and experience as outlined for scale point 8 in the Job Family 3 Knowledge Equivalencies Chart) in one or more of the following areas is required: a) leadership and management of information technology projects, b) implementation, configuration, and administration of IT service management systems, or c) proficiency with at least one current enterprise device and software management system, such as Microsoft Endpoint Manager Configuration Manager (MEMCM), Microsoft Intune, Microsoft Azure, Active Directory, Group Policy, DNS,, Windows Server Update Services (WSUS), system Center Configuration Manager (SCCM), Windows Server, Jamf Pro, Desktop Analytics, etc. Experience creating, delivering, and maintaining technical documentation and end-user guides is required. Experience working in a higher education environment is preferred. Experience supervising information technology staff is preferred. Experience working with an academic learning management system is preferred. Experience supporting Microsoft Office 365 software and services is preferred. Experience supporting Ellucian Banner software suite and related products is preferred. The ability to operate, perform troubleshooting, and understand multimedia presentation and streaming systems is preferred.
Skills: Leadership skills are required. The ability to understand and manage complex software and systems is required. Knowledge and understanding of server maintenance, remote support systems, testing strategies, and application implementation is required. Effective interpersonal, customer service, organizational, project management, change management, service management, and team-building skills are required. Strong time management skills, including the ability to multi-task, prioritize, and individually manage a changing workload and schedule, are required. Excellent analytical skills and problem-solving ability are required. Excellent verbal, presentation, and written communication skills with proficiency in writing technical documentation is required. Knowledge and understanding of effective practices for IT service delivery and support is required. Knowledge and understanding of effective practices for IT security is required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems 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. Proficiency in website design, the design of web-based service portals, or other web-related application design is preferred.
Effort: This position connects cables which may require climbing ladders or working under desks and loads and unloads equipment such as furniture, printers, and computers and supplies such as paper, toner, and cleaning supplies from shelves up to five feet high. This position lifts and transports multiple items weighing less than twenty-five pounds (typically weighing less than ten pounds) on a daily basis and between twenty-five and fifty pounds about three times weekly. This position installs equipment and inspects whether it is working properly and inspects facility conditions for damages, theft, safety risks, and security.
Other: The twenty-four-hour scope of University operations may result in the need to work evenings, nights, and weekends to support implementations or upgrades and to respond to major issues with IT operations. Occasional attendance and participation at evening and weekend activities and workshops is required. Occasional travel for professional development is required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Helps core departments to select new client hardware, software, or upgrades, advises them about alternatives to meet their computing needs, and assists them in preparing associated requests.
2. Maintains and assures accessibility of client hardware, software, and technology equipment so support uninterrupted business operations for core support areas.
3. Maintains centralized systems, servers, and databases to provide uninterrupted services for open-access computer labs, campus printers, remote support, IT service management system, and the BearPrint student printing system.
4. Manages the technology training program for campus technologies and creates and manages the technical documentation knowledge database.
5. Models and promotes professional behavior, coordinates staff and activities, develops strategies, tactics, processes, and support structures required to continuously provide a high-quality program of support services, actively participates in the selection, training, professional development, management, and performance evaluation of assigned staff, and assumes leadership of the User Support unit during absences of the of the Coordinator, User Support as assigned.
6. Ensures a high-quality program of support services is continuously offered by developing and maintaining a portfolio of all services provided, establishing appropriate service levels, metrics, best practice checklists, and workflows, defining project deliverables, establishing project timelines, and identifying resources needed for successful project completion.
7. Ensures effective day-to-day operation of assigned areas and services by monitoring service levels and staff productivity, prioritizing staffing and resources to ensure appropriate levels of service are provided, assisting in lifecycle planning and maintaining a current inventory of all assets and resources used and required by assigned staff and services, and documenting and managing all security groups, configurations and changes for assigned areas and services in accordance with university guidelines and best practices.
8. Develops and maintains good customer relations by regularly meeting with staff to review, assess, and suggest improvements regarding technical support for their assigned areas, providing clear, timely, and professional communications with customers and coworkers using appropriate tools and channels, and following up on work accomplished by the team to ensure customer satisfaction and acting accordingly on feedback provided.
9. Develops an in-depth knowledge and understanding of the enterprise management software and services supporting University IT support efforts and initiatives, implements, configures, and administers the software and services, and coordinates support efforts with other University IT support staff.
10. Assures effective communication by providing updates about User Support activities and concerns to the Coordinator, User Support and providing suggestions for problem resolutions.
11. Assists the Coordinator, User Support with special projects by collecting relevant information, conducting appropriate research, writing reports, and providing analysis and evaluation in a variety of areas including personnel staffing and technologies.
12. Assists in the development of implementation strategies for new tools, methodologies, leads the evaluation and testing of such tools, methodologies, and technologies, and provides the Coordinator, User Support with the results of those evaluations and tests.
13. Contributes to the development of policies and procedures by serving on appropriate committees and supporting the mission of the department and the University.
14. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
15. 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 Coordinator, User Support.
16. Contributes to the overall success of Computer Services by performing all other duties as assigned.
SUPERVISION
The Information Technology Support Administrator is supervised by the Coordinator User Support and directly supervises full-time staff and student employees.
OFFICE OF HUMAN RESOURCES
REVISED MAY 2021
