Technology Services Coordinator

Job Summary

Provides level one technology support for students, faculty, and staff related to campus systems, hardware, and software. Coordinates Service Desk training, procedure development, and issue and service request resolution. Assists the Office of Information Services ( OIS ) staff with general campus technology support.

Salary Grade

Essential Functions

• Serves as the primary level one technology support representative for the Office of Information Services.
• Ensures a consistent and high-quality level of service through the university’s Service Desk.
• Creates, tracks, and updates service requests and incidents within the ITSM system, ensuring that all work is assigned appropriately and completed on time by designated resources.
• Escalates incidents and problems to the appropriate level two or level three technology support staff in an expedited manner, when necessary.
• Communicates with users throughout issue investigation, troubleshooting, and resolution stages.
• Creates and maintains Service Desk training materials and supervises student employees.
• Oversees Service Desk email, ticket, phone, and in person correspondence.
• Provides audiovisual support in classrooms and for campus events as needed.
• Provides desktop support for new computer deployments, replacements, and repairs.
• Maintains a detailed schedule of all technology assistance appointments for technicians.
• Develops knowledge of Special Events team standard operating procedures.
• Supports technical requirements for campus events, including technology reservation, set up, testing, training, and event staffing.

Other Duties and Responsibilities

• Performs other duties as assigned.

Minimum Qualifications

• Associate’s degree in an information technology or business administration related field.
• Experience providing technical support in a Service Desk or other technical environment.
• Knowledge of Microsoft and macOS operating systems, hardware, and software.
• Highly motivated and able to work independently and as part of a team.
• Professional communication and strong organization skills.

Preferred Qualifications

• Technology related experience in higher education.
• Experience supporting classroom, meeting room, and audiovisual technology.

Working Conditions/Physical Requirements

The employee is subject to indoor work and is protected from weather conditions. Physical activities include repetitive motion and exerting up to 50 pounds of force in order to lift, carry, push, pull or otherwise move objects.

Work Hours

Posting Date

07/02/2021

Closing Date

Open Until Filled

Special Instructions to Applicants

Please be aware that as a continued emphasis on keeping our community safe and healthy, we will require all faculty, staff, and students to submit verification of full vaccination for COVID -19 no later than Tuesday, Aug. 10, 2021.

Please provide 3 references, including name, phone number and email. This may be included in applicant’s cover letter or optional “other” document.

Elmhurst University is a leading institution of higher education that seamlessly blends liberal learning and professional preparation to help students reach their full potential. Elmhurst University offers more than 70 undergraduate majors, 15 graduate programs, degree-completion programs for busy adults, and the acclaimed Elmhurst Learning and Success Academy for young adults with developmental disabilities. Elmhurst University is one of the Top 10 Colleges in the Midwest, according to U.S. News & World Report; and U.S. News, Money and Forbes magazines consistently rank Elmhurst as one of the Midwest’s best values in higher education.

Recruiting and retaining a diverse workforce is a critical component of the University’s mission, vision and core values. Our commitment stems from the belief that an institution of higher learning is enriched by the presence of diversity. Elmhurst University is an EO Employer. Elmhurst University prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, national origin, gender, sexual orientation, religion, age, creed, ancestry, veteran status, marital status, disability, or any other characteristic protected by law.

Direct Link to this Posting
https://elmhurst.simplehire.com/postings/1402