Coordinator, Service Desk

About Le Moyne College:

Le Moyne College, located in Syracuse, N.Y., is an independent college established by the Jesuits in 1946 to provide students with a values-based, comprehensive academic program designed to foster intellectual excellence and preparation for a life of leadership and service. Today, Le Moyne has evolved into a nationally acclaimed college of liberal arts and sciences that draws students from across the U.S. and abroad.

Our Mission:

Le Moyne College is a diverse learning community that strives for academic excellence in the Catholic and Jesuit tradition through its comprehensive programs rooted in the liberal arts and sciences. Its emphasis is on education of the whole person and on the search for meaning and value as integral parts of the intellectual life. Le Moyne College seeks to prepare its members for leadership and service in their personal and professional lives to promote a more just society.

Le Moyne College aims to advance the values of diversity and inclusiveness at the college. To do this, Le Moyne seeks scholars and professionals who bring innovation, creativity, and impact to the campus, and who bring greater depth, breadth, and diversity to our campus community.

POSITION SUMMARY                                                                     

The coordinator will provide the first point of contact and serves as a primary representative in the delivery, support, and communication of IT services to the Le Moyne Community. This individual is the primary supervisor of the IT Service Desk student staff and is responsible for training, managing, and supervising these students to ensure they deliver timely, quality, and professional support to the community. The consultant will also be responsible for developing and maintaining documentation and training on the use and configuration of the College’s standard technologies.

PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS

Job duties specific to this position:

• Actively coordinates in the daily operation of the Information Technology Service Desk including prioritizing workload, triaging problems and responses, and monitoring trends and constituent needs so that Support Services and other IT divisions can provide effective, proactive and innovative solutions to needs and problems.
• Serves as primary Professional staff member responsible for mentoring and supervising student staff
• Coordinates the creation of appropriate documentation and reference materials to support Service Desk efforts.
• Supports the resolution of technology issues. Ensures that assigned incidents and requests are responded to and resolved in accordance with established standards.
• Continuously monitors Service Desk operations to enhance functionality, process flow and satisfaction with IT’s services using metrics, training and support.
• Serves as a primary representative to faculty, students, staff, alumni, parents and business partners who contact Information Technology with questions or support issues.
• Actively coordinates communications between Information Technology and the College community with respect to incidents, enhancements to services and new initiatives. 
• Assists with the analysis of trends, and effectiveness of policies and procedures for problem resolution and provide operational recommendations.
• Works collaboratively with academic and administrative departments to determine needs and direction of their business process and IT’s relationships to it.
• Designs, develops, supports, or instructs technology training provided to faculty, students and staff.
• Installs, configures, and troubleshoots or recommends fixes for software and hardware for faculty, staff and students on-site
• Coordinates with outside service vendors for desktop/printer equipment warranty repairs.
• Maintains an awareness of new products, technologies, trends and advances in the profession.
• Assists in the support of classroom and multimedia technologies
• Assists in the development of a comprehensive training program to educate Service Desk Student consultants.
• Serves as a member of the team that is responsible for network services and support in residence halls.
• Serves as a consultant regarding questions involving system(s) installation, configuration, and maintenance.
• Collaborates with other IT staff and Le Moyne community members on assigned projects.
• Communicates effectively in visual, oral, and written form with key constituencies.
• Maintains a constituent centric approach at all times. Demonstrates professionalism in contacts with others.
• Actively participates in and promotes collaborative relationships including those with AJCU and UNYCC.

Job expectations for all Le Moyne College employees:

• Demonstrates and role-models all of Le Moyne’s mission-based competencies (collaboration, communication, diversity, integrity, leadership and service) in every interaction with all community members and external parties.
• Strengthen digital literacy skills through education and the application of digital technologies in order to effectively engage in information gathering, utilization and data management while promoting a security culture.
• Supports cura personalis by treating all individuals with dignity, professionalism and kindness.
• Promotes cura apostolica by aligning professional goals, objectives, and performance with college’s strategic goals.
• Demonstrates excellent work attendance, reliability and work ethic.
• Attends and actively participates in required meetings and training sessions.
• Complies and adheres to all of Le Moyne’s established policies, procedures and codes of conduct at all times, including all health and safety requirements and regulations, to promote desired behavior and build awareness.
• Must complete all required federal, state, institution and department trainings.
• Engages in a planned program of professional development. Continually maintains skills and knowledge relative to the position and technology industry including best practice, evolving operational requirements, and industry trends.
• Performs a variety of related duties as assigned.

QUALIFICATIONS  

• Bachelor's degree or equivalent academic preparation from a regionally accredited institution required.
• Two (2) or more years of relevant experience in a service delivery environment, preferably performing customer and/or technology support required.
• Strong and demonstrable analytical and problem-solving skills; organized; detail oriented; comprehends, learns, and masters new technologies readily is required.
• One (1) or more years of relevant experience assisting in the supervision and training of individuals in groups of 2 or more preferred.
• Excellent oral and written communication and customer service skills, particularly the ability to tailor that communication and documentation to people of different ages, ethnicities and technical abilities required.
• Effectively and gracefully manage resources, tasks, multiple priorities and deadlines in a dynamic, service oriented environment both as a team member and a team leader required.
• Flexibility and adaptability and willingness to embrace change required.
• In-depth and demonstrable knowledge of Windows and Macintosh operating systems, networking technology and instructional and academic computing applications appropriate for a college, including but not limited to Microsoft Office, email, statistical packages, web-based applications preferred.
• Familiarity with the service-oriented culture of a Jesuit college and with the identifying characteristics of an institution of higher education preferred.
• Prior experience in a higher education setting is highly desirable.
• Personal integrity, values, and a commitment to others that is consistent with Le Moyne’s mission and vision.

Additional Information:

Le Moyne Benefits

403(b) Retirement contribution- (9.5% Employer match)
Generous tuition coverage
Health insurance options- (Medical, Dental, Vision, Flexible Spending Accounts)
Health Savings Accounts- (Partially Employer funded) 
Basic Life & AD&D Insurance- (Employer paid)
Short and Long Term Disability Insurance (Employer paid)
Supplemental Life & AD&D Insurance
Voluntary benefits- (Legal, Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance etc.)
12 paid holidays
Generous time off package 

Pay Range:  $20.00 - $25.00 per hour

Equal Employment Opportunity

Le Moyne College prohibits discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, citizenship & immigration or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.  Le Moyne makes hiring decisions based solely on qualifications, merit, and business needs at the time. 

Application Instructions:

To apply for this position please click the 'Apply Now' button and submit the required materials for consideration:

* Cover letter outlining your interest in the position
* Current resume
* Contact information for 3 professional references