User Support Services Coordinator

Under direction, the User Support Services Coordinator is responsible for providing the best possible service to our students, faculty, and staff. This includes the planning, installation, maintenance, inventory, training, computing devices, and software & systems at the college. The position directly coordinating the Support and student staff in leading, directing, and controlling the college's Help Desk Operations. The role will also assist in backup to the Technical Services Coordinator in leading, directing, and controlling the Desktop Engineering operation and is responsible for support of high-level Client Services Systems such as Microsoft SCCM, JAMF Pro, Uniflow, windows, intones and VDI support platforms. The Coordinator is dedicated to learning college concepts by developing programs and facilitating activities that promote student success and lifelong learning.

Duties include, but are not limited to, the following:

1. Guide all staff in User Support Services to provide superior customer service.
2. Responsible for customer service requests and assignments. Follows through with team members and customers to confirm solutions and customer satisfaction.
3. Works closely with Technical Services Coordinator in managing staff and activities of the appropriate User Support Services shift for all levels of services.
4. Provides data analysis and prepares reports for management.
5. Provides assistance and consultation to all in the selection and use of appropriate software and operating systems.
6. Provides assistance with the installation and testing of technological equipment for curriculum and administrative use, the loading, configuring of operating systems, patching, and upgrades and updates on equipment.
7. Responsible for the execution of college computing governance and client security.
8. May be assigned to teams & committees.
9. Supervises and/or assists personnel and other departments in the training of staff and students on hardware and software.
10. Submit quotes and materials for preparing departmental purchase requisitions.
11. Leads repairs, upgrades, and Life Cycle Management of all staff computing devices and computer lab equipment
12. Responsible for the smooth operations of the Help Desk, service levels, call tracking, and reporting functions.
13. Responsible for carrying out day-to-day tasks and tickets.
14. Manages, assigns, and maintains the IT service ticketing system and support queue, ensuring timely issue resolution while monitoring, analyzing, and reporting on support service performance and metrics.
15. Assist with maintaining group policies and desktop control software.
16. Assist with feedback on performance appraisals of support staff.
17. Involved in the hiring of direct reporting staff.
18. Assist with the duties of other IT departments as needed or directed.
19. Keeps the USS Manager informed of all issues, plans, and project updates.
20. Assist with the deployment and testing of all approved Microsoft Office 365 applications
21. Assist with necessary testing, planning, and integration of new IT solutions for various platforms.
22. Provides advanced training needed for the Support Specialist/Analyst/ team for multiple systems.
23. Keeps up with necessary updates and upgrades as they become imminent in the environment.
24. Manage Apple-based and Microsoft-based systems using Jamf Pro and SCCM with updates and application deployments.
25. Assist with overseeing scheduled maintenance for different systems used to manage resources with the environment.
26. Assist in proof of concept with technical documentation for guided support relevant to various processes.
27. Ensures all support and maintenance processes adhere to and are compliant with the college's IT governance and information security standards.
28. Assist with testing new hardware specifications
29. Efficiently allocate resources and effectively prioritize task assignments.
30. Performs other related duties as assigned, including assisting in leading Support Specialists, Analysts, and student employees.

Bachelor's degree required. Minimum of three to five years in an end-user computing environment required. Certifications: A+/N+ Certifications, Microsoft/Apple Certifications VMware certifications and other technical certifications are a plus. Involvement or registration in professional technology certifications/associations preferred, * Must have demonstrated analytical ability to logically approach problems

• Exceptionally high customer service skills and technical skills.
• Knowledge of tracking systems and remote services & tools.
• Familiar with Microsoft, Apple, and many different college software programs and hardware.
• Excellent communication and organizational skills.
• Strong management skills.
• Ability to read and comprehend instructions, technical procedures, correspondence, and memos. Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups, clients, customers, and the general public as needed.
• Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to lift, transport, and install technology equipment.
• Must be able to communicate and interact effectively.
• Availability on a 24 hour basis for urgent matters.

Pulled from the full job description

• Tuition reimbursement
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, Moraine Valley offers a generous benefits plan which includes paid time off, tuition discounts, medical, dental, vision, and retirement benefits in a collaborative and friendly environment. These include:
• Health, Dental, Vision
• Life insurance, Optional life
• Disability insurance
• Tuition reimbursement
• Tuition waiver
• SURS Retirement plan
• Vacation Days
• Holidays
• Sick Leave
• Personal days
• Bereavement days
• Tax-sheltered annuity plans