TITLE Coordinator of User Support
CLASSIFICATION NUMBER 1575
IMMEDIATE SUPERVISOR Director of Computer Services
MAJOR ADMINISTRATOR Chief Information Officer
The Coordinator of User Support is responsible for supervision, operation, and management of the Computer Services’ Open-access Technology Labs, Help Desk, and Technical Training and Documentation. The Coordinator assists in budget acquisition and maintenance, performs systems and operations tasks on networked microcomputer systems serving faculty, staff, and students campus-wide, controls access to campus computers, creates new computer accounts, and manages the account preservation and restoration process. The Coordinator of User Support is responsible for the supervision of all User Support full-time staff and student employees.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A Bachelor’s degree is required; a Bachelor’s degree in a computer-related field is preferred.
Experience: A minimum of five years experience in a technology services organization with emphasis in academic or administrative computing support is required. Demonstrated successful experience managing user support-based projects is required. A minimum of three years supervisory experience is required. Work experience in a higher education environment is preferred.
Skills: The ability to effectively manage multiple, complex computer systems projects concurrently is required. Effective interpersonal, customer service, 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 in regard to information processed, stored, or accessed by the systems is required. The ability to understand the requirements and act upon requests from faculty, staff, and administrators for technology support is required. The ability to organize and manage efficiently 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.
Other: The twenty-four hour scope of University operations requires this position to be available evenings, nights, and weekends to respond to calls regarding questions or problems with the University’s open-access computer labs.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Ensures a high quality program of support in technology labs managed by the Computer Services Department by supervising the activities of all technology lab personnel which includes the Lab Support Administrator, Centralized User Support Specialists, and student lab assistants.
2. Ensures effective day-to-day operation of supported technology equipment by establishing maintenance contracts and by performing problem determination and setting resolution standards with technology personnel and vendor service technicians.
3. Ensures that quality services are provided by hiring qualified applicants and scheduling their work hours, managing payroll activities, handling disciplinary actions, and coordinating programs for testing, training, and evaluating the performance of full-time staff and student assistants.
4. Ensures high quality and timely support for faculty and staff by supervising the activities of all technology support personnel which includes the Microcomputer Support Administrator, Centralized User Support Specialists, and student Help Desk assistants.
5. Ensures high quality resources in technology training and documentation for faculty, staff, and students by supervising the activities of all Training and Documentation personnel, which includes the Technical Trainer, the Graduate Assistant Technical Writer, and Training and Documentation Student Assistants.
6. Ensures the effectiveness of technology support employees by providing opportunities for professional development as well as initiating service and support activities for continuous improvement and growth.
7. Controls access to campus host computers by managing the distribution of new computer accounts and assisting with management of the account preservation and restoration process.
8. Ensures the effective daily operation of the User Support group by maintaining a current inventory of supplies and equipment and maintaining the currency of needed software, manuals, and support information, both electronic and printed.
9. Assists in the acquisition, effective distribution, and management of campus technology resources and ensures that the technology suits the needs of the university by understanding statewide hardware and software contracts and local purchasing arrangements and consulting with faculty and staff who request purchasing assistance.
10. Administers the operations of User Support Services by maintaining equipment inventory records and financial records on the student worker budget and staff training budget and reporting periodically on the status of these records to the Chief Information Officer.
11. Ensures that Computer 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.
12. Ensures that a quality program of support services is offered campus-wide on a consistent basis by chairing regular meetings with the Campus User Support Committee to review, assess, and suggest campus technology, standards, and improvements int eh campus support operation.
13. Facilitates 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 Chief Information Officer.
15. Contributes to the overall success of the Computer Services Department by performing all other duties and responsibilities as assigned by the Chief Information Officer.
The Coordinator of User Support is supervised by the Director of Computer Services and supervises the User Support staff.
OFFICE OF HUMAN RESOURCES
REVISED MARCH 2013
JOB FAMILY 3
Factor 1: Educational/Experience Requirements of the Job
Level 10 - 1970 Points: A combination of education and experience equivalent to a Level 10 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.
Factor 2: Supervisory Responsibility
Level 6 - 1794 Points: Supervision of a departmental work group involving highly skilled technical or complicated work. Supervision at this level involves the direction of skilled work, specialized tasks, or work of a complicated nature. This level is typical for managers who supervise other supervisors or a large group of paraprofessional or professional permanent employees in technical and skilled areas. Supervision at this level includes a full range of supervisory responsibilities including the responsibility for staffing and performance management as well as budgeting and planning functions.
Factor 3: Skill, Complexity, and Technical Mastery
Level 7 - 2200 Points: Professional knowledge of the principles, concepts, and specialized complicated techniques of a profession. Knowledge of a wide range of information technology methods and procedures and specialized knowledge in one or more specific functions. Knowledge permits the incumbent to provide authoritative advice on difficult assignments such as planning advanced systems. Skill in applying knowledge through analyzing, designing, organizing, and developing major programs, systems, and networks.
Factor 4: Budgetary Control
Level 4 - 772 Points: At this level would be jobs in which the incumbent has the responsibility for exercising primary control over a limited budget including developing budgets and distributing budgetary funds.
Factor 5: Work Environment and Physical Demands
Level 1 - 25 Points: The work environment has only everyday discomforts associated with an office or commercial vehicle. The work area is adequately lighted, heated or cooled, and ventilated. Work is largely sedentary involving mostly sitting with occasional walking, standing, bending, or carrying of small items. No special physical demands are required of the work.
Factor 6: Work Impact and Effect
Level 5 - 3780 Points: Work products or services directly impact the entire university system and 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 the entire University. Improperly performed work and/or equipment or software failures may be remedied in the short to medium term, but at very substantial cost of time and resources. The scope of improperly performed work and/or equipment or software failure is system-wide and the nature of the activity requires that emergency repairs be performed.