00001567 - Customer Support Team Coordinator

The IT Customer Support team serves as the “voice of the customer” for the Information Technologies Unit and is the front-line point of service for all staff and student related technology concerns and issues.

Information Technologies is dedicated to providing exceptional customer service to faculty, staff and students.  It is the responsibility of the Team Coordinator to demonstrate this in every aspect of work and interaction with College constituents.  The coordinator will promote, evaluate and improve existing processes, continually improve the services we provide in accordance with the GRCC values. In addition to the essential duties and responsibilities of the position, the Team Coordinator is accountable to demonstrate outstanding communication skills, effective collaboration, personal initiative to overcome obstacles and the ability to work efficiently to meet deadlines.

Requisition ID:
Position Number: 00001567
Employee Group:  Professional, Management and Administration
Schedule: 40 hours/52 weeks
Compensation:
Benefits: Full-time Part-time Limited Benefits
Reports to:
Posting Opens:
Posting Closes: 

ESSENTIAL FUNCTIONS 

  • Analyze performance of Support Desk activities and documented resolutions, identify problem areas, and devise / deliver solutions to enhance quality of service and to prevent future problems

  • Propose solutions, collaborate with cross campus stakeholders, communicate needs and deliverables with internal and external customers 

  • Continual Service Improvement / Problem Management: Analyze opportunities for improvement, recurring and new reported problems, strategize / develop / implement solutions for identification and improvement of services

  • Interpret campus policies and changing support needs to design and enforce Support Desk policies and procedures

  • Direct, hire, train, evaluate, and schedule full time, contingent, and student employees 

  • Oversee development, implementation, and administration of Support Desk procedures and policies

  • Motivate and continually improve morale of staff

  • Administrate Customer Support systems including but not limited to: service management solution, communication channels, IT Support webpages, process workflows

  • Resolve complex escalated issues, unresolvable at other support levels

  • Determine correct course of action in sensitive account provisioning process, discretion is a must

  • Troubleshoot and document software, hardware, and network problems 

  • Work with cross functional teams on campus to identify new technologies initiatives and help the IT department take a proactive approach to support and implementation

  • Lead cross campus initiatives involving the IT Customer Support team and processes

  • Arrange participation in student and staff facing campus events and activities

  • Provide department managers with up to date reports on current issues and trends tickets and issues

  • Manage IT department communications to the full student and staff body as it relates to outages updates, and timely communications

  • Identify, collaborate, develop, and implement Customer Technology Training needs including videos, web-pages, new employee orientation, staff training needs, and professional development

  • Maintain knowledge on current industry trends

  • Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position

  • Perform other duties as assigned

JOB SPECIFICATIONS

Educational Credentials

  • Bachelor's degree (required) from an accredited college or university with preferred concentration in Computer Information Systems

  • Preferred ITIL, ITSM, or KCS certification 

  • National Career Readiness Certificate (NCRC) preferred

Work Experience

  • Minimum of three (3) years’ experience working as a Support Desk technician preferred or combination of relevant IT customer support experience or greater

  • Minimum of two (2) years’ supervisory experience or greater

Skills

Foundational Competencies

  • Responsibility

  • Information Skills

  • Ingenuity

  • Achievement

  • Adaptability

  • Reading

  • Listening

  • Speaking  

Occupational Competencies

  • Interacting with Computers

  • Getting Information

  • Making Decisions and Solving Problems

  • Processing Information

  • Communicating with Supervisors, Peers, or Subordinates

  • Updating and Using Relevant Knowledge

  • Analyzing Data or Information

  • Thinking Creatively

  • Organizing, Planning, and Prioritizing Work

  • Identifying Objects, Actions, and Events

  • Interpreting the Meaning of Information for Others

  • Documenting/Recording Information

  • Establishing and Maintaining Interpersonal Relationships

  • Evaluating Information to Determine Compliance with Standards

  • Provide Consultation and Advice to Others

  • Getting Information

Equipment Use/Knowledge/Skills/Abilities

  • Demonstrated ability troubleshooting computer equipment and software issues (Mac and PC)

  • ITSM / ESM System Administration experience preferred 

  • Ability to adapt and learn changing technologies and responsibilities

  • Excellent organizational skills, including the ability to work on multiple projects concurrently

  • Ability to explain and interpret complex technology into simple terms

  • Possess excellent verbal, written, and interpersonal communication skills to communicate effectively with people of diverse ages, race/ethnic groups, gender identities, and socioeconomic backgrounds

  • Proven ability to take initiative and make sound decisions without direction

  • High level of discretion and confidentiality required 

  • Ability to motivate and direct others

  • Ability to identify innovative approaches for service delivery that meet our customer needs

  • Must be highly effective at researching issues and developing solutions

  • Exceptional attention to detail

  • Preferred previous experience in higher education

  • Preferred ability to troubleshoot:

    • Microsoft Office Applications

    • Enterprise Email Client Applications

    • Google Workspace

    • Blackboard

    • Oracle PeopleSoft

    • Active Directory

    • Microsoft Endpoint Configuration Manager                                                                 

Physical Demands

  • Ability to lift up to 25 pounds

  • Required long periods of sitting, using a computer to input, extract and interpret data

Mental Demands

  • Ability to handle multiple priorities

  • Ability to conduct best practices research and adequately document solutions required

  • Ability to identify innovative approaches for service delivery that meet our customers’ needs

Working Conditions

  • GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website

  • Must be flexible as hours may expand at different times of the semester to accommodate campus needs

  • Availability to work evenings and weekends

  • Ability to drive of travel to other campus locations is required 

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