Assistant Director of Technical Support Services

Details

Posted: 13-Apr-24

Location: Mount Laurel

Salary: Open

Categories:

Staff/Administrative

Internal Number: 4467728

The Assistant Director will play a pivotal role in ensuring the smooth operation and user experience for a variety of complex technical systems used across the college. This position requires a blend of technical expertise, project management skills, and exceptional communication abilities. The ideal candidate will be a strong troubleshooter, adept at managing projects, and comfortable working collaboratively with non-technical users from departments such as Public Safety, Facilities, and Student Services.

• Technical Support & System Administration:
  • Provide first-line technical support for college departments utilizing CCTV, physical access control, ID card, digital queue management, advising and tuition payment information systems.
  • Troubleshoot system malfunctions, diagnose problems, and implement solutions in house or by escalating to appropriate vendors.
  • Manage user accounts, permissions, and access levels within these systems.
  • Perform routine maintenance and system updates to ensure optimal functionality.
  • Stay current on technological advancements in supported systems and best practices.
• Project Management:
  • Oversee complex technical projects related to college technology, excluding core IT infrastructure, ensuring they are completed on time, within budget, and meet departmental needs.
  • Develop project plans, timelines, and resource allocation strategies.
  • Manage project scope creep and communicate effectively with stakeholders.
  • Track project progress, identify and mitigate risks, and implement corrective actions as necessary.
  • Document project activities and maintain clear and concise records.
• Technical Liaison and User Support:
  • Act as a technical liaison between the IT department and non-IT departments.
  • Translate technical jargon into clear and concise language for non-technical users.
  • Provide training and support to end-users on system functionality and best practices.
  • Develop and maintain user guides and documentation for the supported systems.
  • Gather user feedback and collaborate with departments on system improvement initiatives.
• Additional Responsibilities:
  • Participate in the selection and evaluation of new technologies related to the supported systems.
  • Maintain up-to-date knowledge of IT security policies and procedures.
  • Assist with IT audits and ensure system configurations comply with applicable policies and regulations.
  • Other related duties as assigned.

OVERALL PURPOSE AND RESPONSIBILITY:
The primary and most important overall responsibility of all employees is to provide service in a pleasant, helpful, and effective manner to our students and other members of the College community.

Education Required:
Bachelor's degree in Information Technology, Computer Science, or a related field preferred.  Associate's degree or comparable industry certifications required.
 
Experience Required:
Minimum 2-3 years of experience in a technical support role, ideally within a higher education environment.
 
Skills/Abilities /Knowledge /Other Requirements

• Proven experience troubleshooting and resolving technical issues related to access control, ID card systems, or similar technologies (highly preferred).
• Demonstrated experience with project management methodologies and best practices.
• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.
• Strong analytical and problem-solving skills along with the ability to research and document solutions to technical utilization and integration of complex systems.
• Evidence of successful documentation of technology usage and / or development of Standard Operating Procedures for non-technical staff utilizing complex technology.
• Excellent organizational skills and the ability to manage multiple tasks effectively.
• Ability to work independently and as part of a team.
• Proficient in Microsoft Office Suite as well as Google Apps for Education.

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Rowan College at Burlington County, a comprehensive community college, provides all individuals access to affordable and quality education.
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