Objective / Overview
The IT Service Coordinator is responsible for working with CSE faculty and staff to better support the teaching, research, and IT infrastructure needs within the college. The position delivers and oversees IT support, and provides technology consulting and business analysis for specific CSE departments. Responsibilities Technical Support and Support Coordination (50%) Research and implement solutions for service desk-escalated incidents and requests. Facilitate escalation of incidents and support requests to appropriate technology groups. Provide oversight for incidents and requests handled by University OIT or other vendors. Provide documentation and training for new or improved technology solutions. Ensure IT assets are correctly documented and assigned. Implement, or assist with the implementation of, technology solutions. Consult and facilitate hardware and software purchasing to meet customer needs. Consulting and Business Analysis (30%) Consult with CSE faculty, staff, and students to understand and assess needs. Collaborate with appropriate service leaders, technology support organizations, and vendors to identify solutions to client needs. Document business processes and prepare business/technical requirements for new or existing IT solutions. Relationship Management (10%) Act as the primary point of escalation for complaints, service ideas, and SLA changes. Be an advocate for each department and its faculty, staff, and students and serve as primary CSE-IT representative to the department. Meet periodically with department heads, faculty, and administrative staff to ensure current technology support needs are met and identify potential new services or service improvements. Collaboration & Professional Development (10%) Participate in related CSE and University professional groups and/or Communities of Practice to ensure the needs and interests of the College are represented. Contribute to, understand, and carry out the vision and strategy. Required Qualifications A BA/BS degree in a field related to the position; or a combination of related education and work experience in system support and problem resolution to equal four years. Experience providing technical support Experience in creating end-user and support documentation and knowledge, including the documentation of business processes and technical requirements. Experience communicating with and serving the technical needs of high-profile users like deans, department chairs, distinguished faculty, and/or business executives. Demonstrated experience managing both technical problems and interpersonal customer service issues in a demanding work environment. Preferred Qualifications Experience in using and/or configuring Teamdynamix, or other ITSM ticketing tools. Experience with technical support processes. Experience Supporting Linux. Experience with Asset Management Systems. Experience with Supporting Audio/Visual conferencing systems. Experience managing vendor relationships. Experience working with clients and development groups on troubleshooting production and application issues. Experience with communication, presentation, and training on system processes, enhancements, and technology solutions. Experience supporting technology in a higher education environment. About University of Minnesota Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.
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