Human Resources

IT Support Coordinator

Apply now Job No: 23318
Department: Information Technology
Work Type: Staff - Full Time
Location: Main Campus (Houghton, MI)
Full Time / Part Time: Full Time
Categories: Information Technology

Department: Information Technology

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Michigan Technological University is an Equal Opportunity Educational Institution/Equal Opportunity Employer that provides equal opportunity for all, including protected veterans and individuals with disabilities.  

If you require any auxiliary aids, services, or other accommodations to apply for employment, or for an interview, at Michigan Technological University, please notify the Human Resources office at 906-487-2280 or humanresources@mtu.edu.

Job Description Summary

As a member of the Operations team, the IT Support Coordinator will assume a vital role in supporting Information Technology services for University students, faculty and staff. The IT Support Coordinator will serve as a resource to the campus community and will work collaboratively with other Information Technology professionals to provide superior user service to the entire campus in support of teaching, research, and learning.

Essential Duties & Responsibilities (other duties may be assigned)

Provide excellent customer service by:
● Prioritizing and coordinating deployments and 2nd tier support tickets and tasks.
● Create and maintain a list of daily tickets and tasks for student technicians.
● May also be responsible for deploying and troubleshooting when support staff is not available.
● Assisting with the scheduling, supervision, and evaluations of student employees on the deployment and troubleshooting team.
● Assisting with training and mentoring of student technicians.
● Answering the IT Operations Shop line (487-1999) and responding to Slack questions for the Operations B1 team.
● Responding to emailed requests via it-help@mtu.edu.
● Providing in person support, troubleshooting and consultation when needed.
● Actively support Operations team members and other support personnel.
● Working as a team to resolve all customer technology issues.
● Effectively assisting campus users with a variety of IT related issues.
● Diagnosing and resolving computer software, hardware, and operating system problems.
● Utilizing Issue Management Software to record all customer communication.
● Committing to learning about continuous improvement strategies and applying them to everyday work and actively engage in University continuous improvement initiatives.
● Assisting in the development and maintenance of a working knowledge base for both Operations staff and a public facing knowledge base for end users.
● Promoting attention to Operations unit priorities.
● Consistently and effectively updating customers regarding support requests.
● Integrating safety practices into daily activities.
● Commit to learning about continuous improvement strategies and applying them to everyday work. Actively engage in University continuous improvement initiatives.
● Apply safety-related knowledge, skills, and practices to everyday work.

Required Education, Certifications, Licensures (minimum requirements)

● Bachelor's degree in a technology-related degree program; or an equivalent combination of education and experience

Required Experience (minimum requirements)

● A minimum of 3 years of professional experience with end user and desktop support in an enterprise environment.
● A minimum of 2 years of supervisory or management experience in a professional setting.
● Demonstrated expertise gained from professional experience with operating systems including Windows, macOS and Linux and standard desktop productivity application suites, such as Office and Acrobat in a professional environment.
● Experience using Issue Management software.

Required Knowledge, Skills, and/or Abilities (minimum requirements)

● Demonstrated organizational efficiency with the ability to work independently.
● Demonstrated ability and willingness to work flexible hours and carry a cell phone.
● Demonstrated desire to continue learning new and applicable software applications.
● Excellent communication and interpersonal skills related to complex IT topics.
● Demonstrated ability to diagnose technical problems and apply standard solutions.
● Demonstrated ability to contact vendors for technical solutions.
● Demonstrated ability to create solutions and procedures for recurring problems.
● Demonstrated ability to communicate effectively across cultural boundaries and work harmoniously with diverse groups of students, faculty, and staff.
● Demonstrated commitment to contribute to a safe work environment.

 

Desirable Education and/or Experience

● Experience with command line utilities, network printing, and file management.
● Experience administering desktop virtualization products.
● Experience supporting users in a higher education environment.
● Experience writing technical documentation.
● Experience utilizing and contributing articles to a knowledge base system.
● A+ Certification

Desirable Knowledge, Skills, and/or Abilities

● Highly organized and able to adapt quickly to changing priorities.
● Familiar with network architecture and concepts including firewalls, VPN, VLANS, and switches.
● The desire and ability to keep abreast of new technologies including desktop, laptop, and server hardware; Windows operating system and application software.
● Demonstrated success in, or potential future contributions to, working with persons from diverse backgrounds, creating a sense of belonging, and fostering a fair, objective, welcoming place to work for persons with a wide variety of personal characteristics and viewpoints.

Work Environment and/or Physical Demands

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• This is an on-campus position, located in our office in the EERC building.
• Work is performed that requires the use of a computer, input devices, screens, high-speed internet, telephone, and video communications equipment.
• Frequent use of computers and exposure to computer screens where visual strain may occur.
• Frequent repetitive hand/wrist motions and finger manipulation.
• Frequent written, oral and/or visual communication with students, faculty, and staff.
• Frequent need to physically meet with coworkers, vendors, student technicians, or members of the campus community when remote options are not viable or less effective.
● The noise level in the work environment is usually low to moderate.

Required Training and Other Conditions of Employment

Every employee at Michigan Technological University will receive the following 4 required trainings; additional training may be required by the department.

Required University Training:

  • Employee Safety Overview

  • Anti-Harassment, Discrimination, Retaliation Training

  • Annual Data Security Training 

  • Annual Title IX Training

Background Check:

Offers of employment are contingent upon and not considered finalized until the required background check has been performed and the results received and assessed.

Other Conditions of Employment:

The successful applicant will be responsible for ensuring eligibility for employment in the United States on or before the effective date of the appointment. Visa sponsorship is unavailable at this time. This is not an E-Verified Position.

 

Michigan Technological University is an Equal Opportunity Educational Institution/Equal Opportunity Employer that provides equal opportunity for all, including protected veterans and individuals with disabilities

Full-Time Equivalent (FTE) % (1=100%)

1.00

FLSA Status

Exempt

Appointment Term

 

Shift

 

Pay Rate/Salary

Negotiable, No less than $52,000

Title of Position Supervisor

Operations Manager

Posting Type

Internal & External

Dependent on Funding

No

Special Instructions to Applicants (if applicable)

 

Additional Information

 

Required Education, Certifications, Licensures* (minimum requirements)

Advertised: Eastern Standard Time
Applications close:

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