00001861 - Technical Team Coordinator

The IT – Customer Support provides “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.

Customer Service Expectations:

Information Technologies is dedicated to providing exceptional customer service to faculty, staff, and students.  It is the responsibility of each team member to demonstrate this in every aspect of work and interaction with College constituents.  Each team member will promote and continually improve the services we provide in accordance with the GRCC values.  The delivery of customer service will be a primary factor in the evaluation of work performance.

Accountability Expectations:

Information Technology Team members are responsible to the College and to each other for the successful completion of the work of the Division.  In addition to the essential duties and responsibilities of each position, every team member is accountable to demonstrate outstanding communication skills, effective collaboration, personal initiative to overcome obstacles and the ability to work efficiently to meet deadlines.  In an environment where innovation is valued, each team member will take the responsibility to perform their work and deliver service in a manner consistent with both the letter and the spirit of the GRCC values.  

Collaboration Expectations:

Information Technology staff must effectively collaborate with internal and external stakeholders in providing learners with comprehensive technology support.  Specifically, they must collaborate with each other and with representatives from the Learning Academy, Library & Learning Commons, end users, and integrate shared problem solving into routine operations and daily functions.

Requisition ID:
Position Number: 00001861
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

• Provide first-line technical support to GRCC’s students, faculty and staff

• Provide Supervision for all IT Customer Support Technicians and Technician student workers

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

• Manage day to day Desktop Support ticket Pool

• Responsible for day to day purchase of miscellaneous computer hardware

• Work with Helpdesk and Software Scripters to schedule equipment replacements

• Support college enterprise applications such as PeopleSoft, Blackboard, Office applications and other applications used by GRCC

• Troubleshoot and document software, hardware, and network problems

• Stay abreast of current software used on campus

• Maintain knowledge on current industry trends

• Provide regular updates/training to other team members

• Document service requests and support activities in the current ticket/issue tracking software

• Provide initial and follow-up support for college printers, peripherals and accessories

• Interface with other Technology staff to diagnose and resolve customer and system issues

• Contribute content to Customer Support knowledge base 

• Participate in hardware and software pre-deployment testing

• Troubleshoot and investigate escalated customer support issues from Level 1 

• Review escalated issues with Level 3 support to prevent future repetitions 

• Manage/coordinate content in Customer Support knowledge base, includes documenting newly created policies and procedures

• Assist in development and implementation of new or changed policies and procedures at the Support Desk

• Develop training materials for new employees

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

• Performs other related duties as assigned

JOB SPECIFICATIONS

Educational Credentials

• Bachelor Degree Require, with concentration in computer applications/networking and five year computer technical experience

Work Experience

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Skills

• Working knowledge of Microsoft Office applications, GroupWise, Blackboard, PeopleSoft, web pages

• Demonstrated ability to troubleshoot PC equipment and software problems

Physical Demands

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Mental Demands

• Must possess analytical and problem solving skills

• Ability to communicate effectively, both orally and in writing, to assist students and staff in a professional manner

• Demonstrated ability to maintain positive interpersonal relationships and effectively work as a member of a team

• Ability to learn new computer software and maintain up-to-date skills in computer technology

• Ability to handle multiple priorities

• Successful experience working with diverse populations

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

Working Conditions

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