Information Technology Services
Posting Closing Date:
October 21, 2019
Please note that the posting will close at midnight (12:00 AM) on the posting closing date.
This means any applications must be submitted by 11:59 PM the evening before.
DISTINGUISHING FEATURES OF THE CLASS:
The work involves administering the Information Technology Services (ITS) Support services. The Coordinator of Technology Support Services supervises technical staff that support end user technology services. The incumbent will be responsible for managing technology services including computers, printers, phones, device management systems, classrooms and software, and related user services. The Coordinator of Technology Support Services participates in ITS services planning and optimization of the technical environment, including lifecycle management of devices, and service excellence. The incumbent has thorough knowledge of desktop computing systems, software, device management systems, networking, ITSM standards and customer service best practices. Supervise technical staff. The work is performed under the direct supervision of the Director of Academic and User Technology Services. Does related work as required.
TYPICAL WORK ACTIVITIES:
Supervises operations of technology support services, including desktop computing, network terminations, printers, IP telephony, classrooms and software, and related user services.
Manages and coordinates service operations through a central help desk to achieve excellence in customer service.
Directly trains and evaluates technology personnel to ensure highest quality service standards are obtained.
Acts as a support escalation point for the technical and customer service issues. Provide technical support to the staff.
Conducts assessments on technology services to optimize delivery and efficiency. Propose technologies and services to be added or discontinued.
Researches, develops or implements new processes to further improve support services
Supervises technical staff.
KNOWLEDGE, SKILLS AND ABILITIES:
The Coordinator of Technology Support Services coordinates the operation of the ITS Technology Support Services. The incumbent must have thorough knowledge of technologies such as computers, repair, software applications, especially Windows OS, MacOS and Microsoft Office Applications, deployment and mobile device management systems, network and server troubleshooting, project management concepts, and customer service practices. Must have sound professional judgment, initiative; resourcefulness; ability to effectively communicate; and must be physically capable of performing the essential functions of the position with or without reasonable accommodation.
Graduation from a regionally accredited college or university with a Bachelor’s degree in Computer Science or related field and five years of experience working in a technology position in a higher educational environment; Ability to interface with all levels of the organization; Extended knowledge of Information Technology Service Management and standards, Windows and Mac desktop systems and customer service practices.
Experience in a higher education technology services environment, leadership abilities, thorough understanding of ITSM best practices and knowledge of Microsoft SCCM and JamF.
Verifiable part-time and/or volunteer experience will be pro-rated toward meeting full-time experience requirements.
Official transcripts will be required for successful candidates within 30 days of hire.
Contact Human Resources at (716) 851-1840 with any questions.
Our mission to offer quality education includes exposing our students to a diverse range of cultures, experiences and expertise. At SUNY Erie Community College, we value diversity and encourage applicants from all backgrounds to apply.
Notice of Non-Discrimination
SUNY Erie Community College does not discriminate in admission, employment, or in the administration of any of its policies and programs on the basis of race, color, religion, national origin, age, sex, gender, gender expression, gender identity, pregnancy, disability, sexual orientation, familial status, military status, domestic violence victim status, predisposing genetic characteristics, veteran status, criminal conviction, or any other characteristics protected by law. This applies to all students, applicants or other members of the College community (including, but not limited to, vendors and visitors). Grievance procedures are available to interested persons by contacting the Civil Rights Compliance Officer listed below. Retaliation against a person who files a complaint, serves as a witness, or assists or participates in the investigation of a complaint in any manner is strictly prohibited.
The following individual has been designated to handle inquiries regarding the College’s non-discrimination policies:
Civil Rights Compliance Officer
Tracy Archie, Chief Diversity Officer
Office of Equity and Diversity
City Campus, Room 174, 121 Ellicott Street
Buffalo, NY 14203
For further information on notice of non-discrimination, please contact:
New York Office
United States Department of Education
Office for Civil Rights, 32 Old Slip 26th Floor,
New York, N.Y., 10005-25010;
Tel (646) 428-3800; Email: OCR.NewYork@ed.gov.