LITS Support & Content Coordinator (#994)
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- Staff in Library, Information & Technology Services
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Mount Holyoke College’s Library, Information and Technology Services (LITS) Division empowers a diverse and inclusive learning community equipping every person to purposefully engage the world. We connect people with the information, expertise, spaces, and technologies that enhance their work and fuel scholarly endeavor.
The Support & Content Coordinator is responsible for coordinating the delivery of high quality technology support and IT communications in a diverse academic technology landscape using various communications channels to empower users to take full advantage of the college technology environment. The Support & Content Coordinator will combine practical experience with industry best practices and champion a user-experience focused approach to excellence in service delivery. Applying broad technical knowledge, proven troubleshooting approaches and knowledge management best practices to effectively and efficiently resolve (or prevent) technology issues, the incumbent will encourage teamwork, model collaboration and seek to continuously improve support processes, knowledge sharing, and end-user enablement. The position reports to the Help Desk Manager. As a key member of the CTMS organization, the incumbent will build and maintain strong internal and external working relationships, acting as a process champion, technology service advisor and providing insight to inform strategy and planning.
Characteristic Duties and Responsibilities: Essential Job Functions
- Provide direct in-person or remote tier 1 and tier 2 technology support to users in a multi-channel support environment. Respond to complex or escalated incidents in-person or remotely.
- Provide timely and accurate updates to service requests, incidents, and problems, documenting status updates, and keeping the users informed.
- Troubleshoot campus technology issues (ex. hardware, software, networking, printing, applications, etc.) as needed. Utilize diagnostic tools, endpoint management solutions or remote administration/remote assistance tools.
- Coordinate cross-functional response to complex issues, outreach efforts, or projects (ex. office moves, new service design, etc.). Liaise with campus partners to support special programs as needed.
- Author, update or modify templates, solutions or known issues for inclusion in the internal knowledgebase or online self-help repositories. Regularly create documentation to support process documentation, awareness campaigns, technology training, or outreach efforts. Deliver training or presentations as needed.
- Support communications needs related to planned or unplanned service outages. Maintain templates to support emergency response communications efforts.
- Review daily support activity, identify recurring issues, problems or trends. Escalate issues to problem status as needed. Conduct root cause analysis, or coordinate problem response and resolution efforts as needed.
- Demonstrate and model a commitment to delivering excellence in customer service, with a focus on enabling teaching, learning and college operations. Actively work with colleagues in LITS to create a welcoming and user-centered environment in which a diverse population of students, faculty, and staff can thrive.
- Champion continuous process improvement efforts. Provide mentoring and coaching to team members and Student Technicians. Lead committees or coordinate small projects or working group efforts as needed.
- Assist with systems administration of ITSM or management tools as needed.
- Maintain currency in the field, keeping abreast of industry trends, standards and practices. Serve as a technical advisor for desktop planning on committees, working groups or to inform strategic decision-making.
- Ensure compliance with professional and technology standards, license and regulatory requirements, and MHC standards, policies, and procedures.
- Work collaboratively to plan and achieve LITS Division goals and priorities, participate in College and Five College committees, and engage in other professional activities related to the duties of the position.
- Occasional evening and weekend work may be required.
- Performs related duties as assigned.
Requires broad skills covering technology support, service delivery, customer service, communications, IT service management, knowledge management, desktop support, networking concepts, security fundamentals, and process improvement.
- Bachelor’s Degree or combination of education and relevant Help Desk/IT support/ technical writing experience.
Required Experience, Skills or Certifications
- Proficiency providing customer-focused technology support to end users with varying levels of technical competency.
- 3-5 years of experience delivering technology support services in a diverse technology environment. Proficiency supporting both Macs and PCs.
- Solid understanding of troubleshooting, triage strategies and problem analysis procedures; ability to resolve problems quickly and efficiently.
- Strong interpersonal skills; ability to be empathetic, understanding, patient and diplomatic. Demonstrated ability to work effectively with a diverse group of faculty, students, administrators, staff, and others.
- Demonstrated proficiency with written and verbal communications. Ability to convey complex technical information in a way that is consumable to both technical and non-technical audiences in a variety of mediums (print, online, digital displays, social media, etc.)
- Ability to champion IT Service Management concepts in an IT support organization. Demonstrated ability to function independently, work collaboratively and contribute to the outcomes of a team.
- A criminal background check is required.
Preferred Qualifications Desired
- Preference given to candidates with experience providing technology support in a higher education environment.
- Experience with applying knowledge management techniques in a technology support environment is desirable. KCS (Knowledge Centered Service) certification preferred.
- Understanding of IT service management (ITSM) best practices. ITIL v3 or ITIL 4 Foundations certification preferred.
- Leadership, coaching, teaching, or mentoring skills highly desirable.
- Lifting: Raising objects from a lower to a higher position or moving objects horizontally from position-to-position that weigh up to 25 pounds.
- Perform desk-based computer tasks, typing, using a mouse, using a telephone, and grasp lightly/fine manipulation.
- Walking: Frequently moving about on foot to accomplish tasks, particularly for long distances or moving from one work site or building to another. Crawling: Occasionally moving about on hands and knees or hands and feet.
- Consistent with its obligations under the law, the College will provide reasonable accommodation to any employee with a disability who requires accommodation to perform the essential functions of his or her job.
- Work is primarily performed in an interior environment. Frequent travel on campus to departments/buildings or occasional travel to local off-campus locations.
Mount Holyoke College is committed to enriching the educational experience it offers through the diversity of its faculty, administration and staff members. Mount Holyoke seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, and relevance in a global society. In furtherance of institutional excellence, the College encourages applications from individuals from underrepresented groups, including faculty, staff and administration of color, diverse gender identities, first generation college students and individuals who have followed non-traditional pathways to college and individuals with a demonstrated leadership commitment to including diverse backgrounds and perspectives.
Mount Holyoke College is an Equal Opportunity Employer.
Mount Holyoke College is committed to enriching the educational experience it offers through the diversity of its faculty, administration, and staff members. Mount Holyoke seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, and relevance in a global society. In furtherance of institutional excellence, the College encourages applications from individuals from underrepresented groups, including faculty, staff, and administration of color, diverse gender identities, first generation college students and individuals who have followed non-traditional pathways to college, and individuals with a demonstrated leadership commitment to including diverse backgrounds and perspectives.