UNIVERSITY OF CONNECTICUT LIBRARIES

Information Technology Support Coordinator

Computer Technology Support Consultant II  (UCP 7)

 

Job Summary:

The incumbent coordinates technology support operations for the University Libraries. The incumbent manages troubleshooting for all systems and provides advanced computer hardware, software, and network support; system administration, computer instruction, documentation and consultation services to users on problems, solutions, and services related to computing and information technology. The incumbent also coordinates daily service requests from users and supervises students in triaging problems to appropriate staff.

MINIMUM ACCEPTABLE QUALIFICATIONS

1.      Bachelor's degree in Computer Science or related field; OR equivalent combination of education and training.

2.      3 years demonstrated experience in a 1st level technical support role.

3.      Demonstrated experience managing technical workflows, triaging support requests and working with problem tracking systems.

4.      Excellent communication and interpersonal skills.

5.      Experience with training or teaching.

OTHER DESIRABLE QUALIFICATIONS/SKILLS

1.      Demonstrated problem solving/analytical skills.

2.      Demonstrated supervisory experience.

3.      Experience supporting users in a Microsoft Windows environment

4.      Experience with computer hardware repair.

5.      Familiarity with Microsoft Operating Systems and Office application suite.

6.      Experience with HTML

7.      Experience supporting users in an academic library

8.      Experience administering Microsoft Windows Servers.

University Setting: The University of Connecticut, established in 1881, is a Carnegie Research I University. It was recently cited as one of the top 20 public national universities and is engaged in an ambitious twenty-year $2.3 billion campus building project. The main campus, situated in Storrs on 3100 acres of woodlands and rolling hills, is located approximately 30 miles from Hartford, the state capital, and midway between Boston and New York City. There are approximately 25,000 students system-wide.

 

University Libraries: The University of Connecticut Libraries, members of the Association of Research Libraries, the Boston Library Consortium, and the Center for Research Libraries is a technologically advanced library and the exciting center of intellectual life on campus. The Libraries is organized in a team-based structure to engage more fully its ongoing strategic programs. These include: developing strong partnerships with academic departments and key organizations on campus; shaping user services through data collection and user feedback; providing desktop access to full-text, current awareness, and database information resources system-wide; and building and preserving research collections of excellence. This dynamic organization offers creative, motivated, and service-oriented individuals exceptional opportunities for growth and learning.

 

Compensation: The anticipated hiring salary for this position is $48,000-$55,000.  University benefits include 22 paid vacation days/year, 12 paid State holidays, health and retirement plans, and tuition reimbursement.

 

Application Procedures:  Submit a letter of application, resume and the names, address, and telephone numbers of three professional references to: Marian Farley, Assistant Vice Provost for University Libraries, University of Connecticut Libraries, 369 Fairfield Way, Unit 2005A, Storrs, CT 06269-2005.  Screening will begin immediately and continue the position is filled.

 

For more information about the University of Connecticut, the University Libraries or for a complete position description, please visit our web page at http://www.lib.uconn.edu/about/recruitment.  (Search # 2008422)

 

The University of Connecticut encourages minorities, women and people with disabilities to apply for this position.

 

AREA:     Information Technology Services

TITLE:    Information Technology Support Coordinator

RANK:     UCP VII – Computer Technical Support Consultant II

Job Summary

The incumbent coordinates technology support operations for the University Libraries. The incumbent manages troubleshooting for all systems and provides advanced computer hardware, software, and network support; system administration, computer instruction, documentation and consultation services to users on problems, solutions, and services related to computing and information technology. The incumbent also coordinates daily service requests from users and supervises students in triaging problems to appropriate staff.

 

 

Duties and Responsibilities

1.      Oversees the technical support operations of the Libraries Information Technology Services (ITS) Desk, including analyzing problems with staff and public workstations, printers, PDAs and other peripherals, data jacks, networking, servers, software and all other areas that ITS supports.

2.      Oversees the Problem Tracking (Ticketing) System:

a.       Trains staff to use system

b.      Maintains user accounts, categories, support groups, and alerts

c.       Prepares reports on ticket usage, common problems, and statistics relating to problem resolution times

d.      Ties support requests to a knowledge base of common problems

3.      Serves as primary desktop support technician before escalating to other ITS staff

4.      Oversees the escalation of problems to appropriate library ITS (or appropriate area) staff

5.      Oversees and monitors each means of communication for requests from users (e-mail, phone, instant message, walkup, ticket generation)

6.      Coordinates Data Communication change requests (data jacks, assignment of VLANs, troubleshooting data jacks) and submits requests to the UCONN data communication department

7.      Maintains a web front end for support requests and announcements and information about current problems

8.      Writes technical documentation to improve student and staff knowledge and ensure appropriate usage of information technology computing facilities, applications and resources.

9.      Manages ITS student workers:

a.       Participates in hiring, training, supervising, scheduling, and evaluating ITS student workers.

10.  Coordinates  the ITS Support Services Team communication to Library Staff, including:

a.       announcements of scheduled maintenance and system changes

b.      maintains calling trees for emergency outages

c.       responsible for the marketing and promotion of the technical services of the ITS Desk

d.      participates in other library area meetings to get feedback and share updates and upcoming changes

11.  Visits regional campus Libraries as needed for technical support issues

12.  Investigates and implements new ways to improve response time and customer satisfaction:

a.       Follows up on tickets after closure

b.      Reports on satisfaction ratings and suggests means of improvement

13.  Oversees the Library Staff laptop loan program

14.  Works with the Workstation Coordinators to maintain an inventory of Computers, Printers, and other peripherals

15.  Oversees the storage of computer  equipment, including:

a.       Oversees the ITS Bench area

b.      Storage and de-accessioning of  Library equipment

c.       Coordinates receiving of large equipment orders and storage until deployment

16.  Oversees the calling in of manufacturer warranty replacement parts and tracks the return of parts.

17.  Oversees the repair of Library printers, including working with the campus Technical Services department to coordinate repairs

18.  Shares responsibility for server system administration as needed

19.  Works with the Public Desk Coordinator to ensure critical desk services are delivered, and serves as backup to other SST members as needed

20.  Participates in University wide technology related groups

21.  Consults with and provides expert advice to the staff, student employees and users, committees, special interest groups, departments, computing professionals and other computer users regarding hardware and software usage, modifications and acquisitions that are applicable/suitable for specific purposes. (Including desktop solutions, distributed servers and printers, site-licensed software, special-purpose peripherals and/or equipment, software and network solutions).

22.  Performs cost/benefit analysis and recommends for purchase commercially available software and hardware products.

23.  Designs, teaches, and/or assists with teaching computer related workshops to the staff, student employees and users and other computer users for purposes of teaching the use and application of new and existing computer software and hardware. 

24.  Maintains routine security of computing hardware and software and cleanliness of computing hardware and facilities. 

25.  Prepares and maintains logs, reports and statistical data. 

26.  Acts as liaison between users, computer operations and technical programming groups as required. 

27.  Stays current with technology changes and integrates software and hardware into the university where applicable and when appropriate.

28.  Performs related duties as required.

MINIMUM ACCEPTABLE QUALIFICATIONS

6.      Bachelor's degree in Computer Science or related field; OR equivalent combination of education and training.

7.      3 years demonstrated experience in a 1st level technical support role.

8.      Demonstrated experience managing technical workflows, triaging support requests and working with problem tracking systems.

9.      Excellent communication and interpersonal skills.

10.  Experience with training or teaching.

OTHER DESIRABLE QUALIFICATIONS/SKILLS

9.      Demonstrated problem solving/analytical skills.

10.  Demonstrated supervisory experience.

11.  Experience supporting users in a Microsoft Windows environment

12.  Experience with computer hardware repair.

13.  Familiarity with Microsoft Operating Systems and Office application suite.

14.  Experience with HTML

15.  Experience supporting users in an academic library

16.  Experience administering Microsoft Windows Servers.

Final 2/18/08