The Coordinator for Technology Services provides direct support critical processes in the Technology department as well as the WJCC Strategic Plan through a combined background in project management, information systems, and process design & improvement. The position provides a critical linkage between Instructional Technology, and other areas within the department through the ability to monitor and support data-driven decision making, and technical and administrative processes. This position is responsible for overseeing and managing the helpdesk as well as various data, portal, and dashboard systems. The position will assist in leading various projects in support of the strategic plan. The position also provides a direct link to the Technology department to ensure that systems, data, training, analysis, and reporting initiatives are properly coordinated between the instructional, administration, and support functions.
Duties and Responsibilities
- Manages the Technology Helpdesk, including creating and overseeing the design of workflows, knowledge base materials, and reporting on ticket counts, time open, and coordinating common resolutions.
- Coordinates & oversees the support for the strategic management system, and WJCConnect.
- Assists in coordinating and leading various departmental and strategic plan related projects as assigned.
- Coordinates the work of vendors providing support to WJCC as well as provides approved quotes for technology purchases at the department level.
- Trouble-shoots and analyzes End-users problems and provide immediate solutions by various means (remote maintenance, phone call, or email.)
- Maintains the division help desk ticketing system to insure all issues are logged, responded to, followed-up in a timely manner, and resolved according to procedure as well as provide direct technical support to Central Office team members.
- Provides analysis on ticketing trends to identify potential common problems and resolutions to those problems.
- Oversees the technology knowledge portal.
- Models the WJCC Strategic Plan Values: Individualism, Integrity, Innovation, Accountability and Collaboration.
- Performs other duties as assigned.
Minimum Qualifications (Knowledge, Skills and/or Abilities Required)
- High School graduate with at least 4 years of experience utilizing computers and other technology in a Microsoft networking environment. Experience using web-based applications and utilizing centralized database systems including high-level data entry and retrieval, and exercising quality assurance to insure the accuracy of data is desired. Experience with sharepoint is desired.
- CompTIA A+ and/or Microsoft MCP certifications. Project Management Professional (PMP) certification. Experience using all Microsoft Office applications (Word, Excel, Outlook, etc.) is highly desirable.
- Ability to install, configure, and apply various computer software applications. Ability to properly connect, configure, and manipulate related computer parts, equipment, and peripherals.
- Proven excellent communication skills in phone fixes and walking a client through problem diagnosis and remedy.
- Experience in leading and managing various technology related projects.
- Experience in developing and providing various reports to supervisors as needed.
- Ability to multi-task and perform well in a stressful situation.
- Valid driver’s license.
Performs duties under the direction of the Supervisor for Instructional Technology as assigned by the Sr. Director of Technology.
Working Conditions and Physical Requirements
Extensive hand-eye coordination is required install various computer parts, ability to safely work in and around electronic equipment. Must be able to properly explain to non-technical internal and external customers the proper use of computer hardware and software in a non-technical manner. Must be able to apply exceptional professional customer service in what can be highly stressful situations while maintaining a professional composure. Must be able to complete repetitive motions, use a keyboard and/or mouse, and perform repetitive tasks. Ability to quickly switch from one task to another as situations warrant and work on several projects and assignments concurrently. Must be comfortable working alone, as well as in front of groups of people. Must have eye-site and hearing in accordance with DMV regulations to be able to maintain a valid driver’s license. Frequently exposed to electrical shock hazards while working on computers and related equipment.