TITLE Information Technology Support Administrator
CLASSIFICATION NUMBER 5131
IMMEDIATE SUPERVISOR Coordinator of User Support
MAJOR ADMINISTRATOR Director of Computer Services
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: An Associate’s degree or equivalent number of college credit hours is required. A Bachelor's degree in communication, education or an information technology-related field is preferred.
Experience: A minimum of three years of experience supporting a wide range of information technology in a fast-paced, cross-functional, and team environment is required. Experience installing and managing hardware and software using enterprise management software is required. Experience working in a higher education environment is preferred. Experience supervising information technology support staff is preferred.
Skills: 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.
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.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. 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, professional development, and management of staff, and assumes leadership of the User Support unit during absences of the Assistant Director of Computer Services, as assigned.
2. With the assistance of the Assistant Director of Computer Services and staff, ensures that 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.
3. 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.
4. 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.
5. Provides advanced technical support by implementing, configuring, and administering the enterprise management software and services required to support University user support efforts and initiatives.
6. Assures effective communication by providing updates about User Support activities and concerns to the Assistant Director of Computer Services and providing suggestions for problem resolutions.
7. Assists the Assistant Director of Computer Services with special projects by performing functions such as collecting relevant information, conducting appropriate research, writing reports, and providing analysis and evaluation in a variety of areas including personnel staffing and technologies.
8. Assists in the development of implementation strategies for new tools, methodologies, and computer technologies to be used by assigned staff and student workers by leading the evaluation and testing of such tools, methodologies, and technologies, and providing the Assistant Director of Computer Services with the results of those evaluations and tests.
9. Contributes to the development of policies and procedures by serving on appropriate committees and supporting the mission of the department and the University.
10. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
11. 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 Assistant Director of Computer Services.
12. Contributes to the overall success of Computer Services by performing all other duties as assigned by the Assistant Director of Computer Services.
The Information Technology Support Administrator is supervised by the Assistant Director of Computer Services and supervises assigned full-time staff and student workers.
OFFICE OF HUMAN RESOURCES
REVISED APRIL 2017
JOB FAMILY 3
Factor 1: Educational/Experience Requirements of the Job
Level 7 - 1379 Points: A combination of education and experience equivalent to a Level 7 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.
Factor 2: Supervisory Responsibility
Level 5 - 1495 Points: Supervision of a work group or department including hiring, training, disciplining, and directing the work of others. At this level the required supervision will likely include general rather than close supervision of others. Typically, the nature of the work may involve the supervision of other supervisors or team or work group leaders, the responsibility for a rather large group of operative employees in non-technical or non-highly skilled areas, or supervision of moderate to large numbers of student workers who perform relatively complicated technical or skilled work. At this level, supervisory responsibilities consume significant amounts of work time and include substantial responsibility for work planning activities.
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 2 - 386 Points: Individuals in jobs at this level actively document, monitor, and control expenditures. At this level incumbents may recommend minor expenditures but have no real authority over budgets.
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 3 - 2340 Points: Work products or services directly impact the operation, accuracy, reliability, acceptability, or design of programs, systems, or equipment, that affect the operation of individual departments or units. The work activity may be complex, but normally involves addressing conventional problems or situations with established methods that allow departments, programs, or units to function properly. Improperly performed work and/or equipment or software failures likely produce significant errors and/or create delays that directly affect the ability of a department, program, or unit to function properly, and the welfare of faculty, students, or others that use the services and/or products of the department, program, or unit. While the scope of improperly performed work and/or equipment or software failure is limited, the nature of the activity may require that emergency repairs be performed.