TITLE Coordinator of Technology Support-WP
CLASSIFICATION NUMBER 5122
IMMEDIATE SUPERVISOR Director of Information Technology Services-WP
MAJOR ADMINISTRATOR Chancellor
The Coordinator of Technology Support-WP oversees and participates in the daily operation of technology support services within the Information Technology Services department. The Coordinator of Technology Support-WP assists the Director of Information Technology Services-WP in developing goals, objectives, and measurements of effectiveness conducive to ongoing and enhanced information technology services, including short-term and long-range planning.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: An Associate’s degree or an equivalent number of college credit hours, with an emphasis in technology-related courses, are required. A Bachelor’s degree, with an emphasis in a computer-related field is preferred.
Experience: A minimum of five years of work experience supporting a wide range of computer hardware, peripherals, and software is required. Experience installing and maintaining application software is required. Demonstrated successful work experience managing technology support projects is required. At least one year of supervisory experience is required. Work experience in a higher education environment is preferred.
Skills: The ability to effectively manage multiple, complex technical support projects concurrently is required. Effective interpersonal, customer services, 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 regarding information processed, stored, or accessed by information technology systems is required. The ability to understand and act upon requests from faculty, staff, and administrators for technology support is required. The ability to organize and efficiently manage 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.
Effort: The ability to lift and carry objects weighing up to fifty pounds is required. Sufficient mobility to connect cables which may require climbing ladders or working under desks and visual acuity sufficient for installation and repair of microcomputers and peripherals as well as to inspect physical facility conditions is required. Some evening, weekend, and night hours may be required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Coordinates technology support operations by conducting regularly scheduled planning meetings with technology support staff and other departmental staff as an opportunity to share experiences, discuss issues, and formulate plans, overseeing the life-cycle replacement and equipment cascading plans, managing the budget for equipment replacement and technology support, and reporting regularly on the status of these activities to the Director of Information Technology Services.
2. Manages payroll activities for technology support staff and ensures the effectiveness of technology support employees by providing suggestions and guidance for professional development, training, and continuous improvement of technical skills, and by conducting regular performance evaluations of technology support staff.
3. Ensures that Information Technology 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.
4. Manages campus servers, supports secure access to University services, manages and supports hardware and software usage, availability, and replacement, supports teaching and learning technologies, assists faculty, staff, and students with University –supported hardware and software and performs all other duties and responsibilities of the Technology Support Specialist-WP.
5. Serves as a primary technical resource for an assigned group of users.
6. Works with vendors and other sources to identify and resolve hardware and software problems.
7. Ensures that classrooms and labs are up-to-date before each semester by reviewing and testing proposed software, developing, maintaining, and distributing complex software images, and researching and implementing new technologies for supporting classrooms, labs, and offices.
8. Serves as a resource to academic and administrative departments by consulting with users on technology issues, analyzing their information technology needs, and providing specifications for suggested hardware, software, and networking solutions within the confines of campus-wide standards and available financial resources.
9. Anticipates and plans for technology changes that impact teaching, learning, and information management by learning new hardware and software technologies as they become available, researching new hardware and software technologies, and presenting new technologies to the campus community.
10. Actively participates in planning for the future growth of the campus and the integration of information technology by serving on appropriate committees on the West Plains and Springfield campuses, participating regularly in departmental meetings, coordinating problem resolution with others in the department, suggesting improvements in the support operation, assisting in the development of short- and long-range goals for the department, and evaluating progress toward accomplishment of those goals.
13. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
14. 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 of Information Technology Services, WP.
15. Contributes to the overall success of the department by performing all other duties and responsibilities as assigned by the Director of Information Technology Services, WP.
The Coordinator of Technology Support-WP is supervised by the Director of Information Technology Services-WP and supervises Technology Support staff and student assistants.
OFFICE OF HUMAN RESOURCES
JOB FAMILY 3
Factor 1: Educational/Experience Requirements of the Job
Level 8 - 1576 Points: A combination of education and experience equivalent to a Level 8 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.
Factor 2: Supervisory Responsibility
Level 4 - 1196 Points: Supervision of a work group including hiring, training, planning, and directing the work of employees. At this level the job often requires close supervision of a rather small number of permanent employees, and/or small numbers of part-time workers, graduate assistants, and/or student workers performing relatively complicated technical or skilled work, and/or other groups of employees at a similar level. At this level it is frequently necessary to train and instruct others, and plan and direct work. Supervisory responsibilities may consume moderate amounts of work time and may include general work planning tasks.
Factor 3: Skill, Complexity, and Technical Mastery
Level 6 - 1900 Points: Advanced knowledge of a wide range of information technology methods and procedures including those regarding systems life cycles and systems application development. Knowledge permits the employee to plan and carry out a variety of assignments, modify standard practices, solve diverse software and hardware problems, and adapt precedents to accommodate specialized requirements and meet a wide variety of business objectives.
Factor 4: Budgetary Control
Level 3 - 579 Points: Jobs at this level are responsible for identifying areas of need and for developing proposals that request funding to fulfill those needs.
Factor 5: Work Environment and Physical Demands
Level 2 - 50 Points: The work area is generally adequately lighted and ventilated, but may involve some discomfort such as the moderate noise from machines or occasional uncomfortable temperatures. The work may require some exertion such as frequent standing, considerable walking, frequent bending, kneeling, reaching, and stooping, and may include occasional lifting of moderately heavy objects. Work may require specific but common physical abilities.
Factor 6: Work Impact and Effect
Level 4 - 3060 Points: Work products or services directly impact the work of other professionals, the development and operation of programs, affect major activities across units, and/or impact the well-being of large numbers of individuals. Typically the work is complex and may involve addressing conventional problems or situations with established methods or resolving critical problems or developing new processes or models to address specific problems. Improperly performed work and/or equipment or software failures produce errors and delays that affect the operations and/or reputations of multiple or critical departments, programs, or units, and individuals. Improperly performed work and/or equipment or software failures may be remedied in the short to medium term, but at substantial cost of time and resources. The scope of improperly performed work and/or equipment or software failure is large and the nature of the activity requires that emergency repairs be performed.