POSITION OBJECTIVE
Working under general supervision, work with Project Directors and others to ensure the successful completion of projects. May manage small technical projects. Manage and support information technology resources, services, and systems in University General. This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills as well as the ability to lead and implement small projects with a focus on Kelvin Smith Library. The position works alongside other staff members and student employees providing high-quality technical services to a diverse set of departments. Although individual staff may develop specializations in the overall service portfolio, a level of cross-training is also expected.
ESSENTIAL DUTIES
Initiate, manage, and implement small projects in conjunction with the requesting department and required UTech areas. Lead and follow through on project activities (with a technical component) spanning multiple teams and organizations. Monitor and maintain the project schedule. Perform business process analyses and reach sound, logical conclusions regarding customer needs and business requirements. Monitor project risk and problems. Make recommendations on issues affecting the project. Develop project and/or requirements, plans and channels for gathering, sharing, disseminating, and storing project performance information. Compile and distribute monthly and milestone-specific reports. Generate training and or guides where appropriate. Build relationships with vendor partners and maintain consistent contact. Assist with the development and implementation of financial tracking processes, tracks project funding, and ensures contract tasks are appropriately funded. Prepare clear, concise and accurate documentation, reports of work performed, project management reports and other written materials. Identify key supporters at all levels for change initiatives and help them maximize their contributions to change. (55%) Research, troubleshoot and resolve reported end-user issues with computers, audio-visual equipment, printers, tablets, phones, software and operating systems in the Kelvin Smith Library to support and perform periodic maintenance of the campus-wide library catalog system. Provide directions and support for the library’s usage of both local and cloud-based storage solutions. Provide directions and support for the library’s usage of the Google Apps suite of services. Assist with other administrative departments, and if necessary, with residence halls, Greek houses, and university-owned apartment buildings. Record all work in a ticket tracking system. Create and update internal documentation and help desk scripts for common issues. Provide ad-hoc training, where appropriate. Research developments in information technology use in assigned areas to anticipate user needs. Act as a change catalyst and communicate to stakeholders affected by changes and address their questions, concerns and need for information. (25%) Serve as a liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and utilize technical experts in other areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, and departments to help achieve business goals. Establish and maintain solid working relationships with team members, sponsors, stakeholders, managers, and other customers. (8%) Setup, deploy and maintain networked workstations, mobile devices, peripherals, telephony and audio-visual equipment in departmental offices, residential commons, and event venues. This includes the delivery of various equipment which has been or is in need of repair. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets in an inventory tracking system. Update computer assets in Active Directory. Stay informed about regular updates and new developments related to supported hardware and software systems. Assist in the coordination and determination of new equipment purchases. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (8%) NONESSENTIAL FUNCTIONS
Setup, deploy and maintain point of sale equipment in campus and partner retail locations and on campus vending and copy machines. Work with retail and payment vendors for deployment and troubleshooting. (<1%) Monitor and perform periodic maintenance of the campus-wide cable television distribution system. Troubleshoot end-user issues with the system. Work with the system vendor to facilitate repairs and upgrades. Provide project representation for new cable TV installations on campus. (<1%) Monitor and perform day-to-day maintenance for the campus-wide student printing program. Troubleshoot student issues with the system. Work with the system vendor to facilitate equipment moves or repairs. Provide ad-hoc training to students or staff on usage and maintenance. (<1%) Manage reservations for a shared equipment pool. Ensure items are delivered or available on time and in working order. Evaluate equipment upon return for damage. Analyze demand over time to make recommendations for adjustments to the pool. (<1%) Participate in training programs (<1%). Serve on appropriate university committees (<1%). Perform other duties and responsibilities as assigned (<1%). CONTACTS
Department: Continuous contact with departmental staff and student employees in support of client assistance regarding status and resolution of client issues.
University: Regular contact with staff members in all departments in University General at all levels. Occasional collaborative contact with service departments such as Construction Management as special projects warrant. Moderate contact with prospects, faculty, staff, and guests of the university. Contact is generally to maintain information flow between UTech and clients and to facilitate issue resolution.
External: Occasional contact with vendors, contractors, and partners to fulfill project or service initiatives. Infrequent contact with other University Circle institutions as clients.
Students: Continuous contact with student employees in a mentoring role. Moderate contact with student leaders, and as clients to facilitate issue resolution.
SUPERVISORY RESPONSIBILITIES
This position has no direct supervision of staff employees.
QUALIFICATIONS
Education, Experience, and Licensing: Associate’s degree with 6 years progressive experience (including exposure to Information Technology concepts such as applications, reporting or server management) OR a Bachelor’s degree in Finance, Economics, Business Administration, Computer Science, or related field and no experience required. Valid Ohio driver’s license with a good driving record.
REQUIRED SKILLS
Basic knowledge of project management lifecycle. Basic MS project skills (or proficiency with another project timeline tool). Advanced knowledge of Microsoft Office and GSuite for Education applications. Demonstrated skill in troubleshooting workstation hardware, software and network issues. Experience with client/server and hosted enterprise applications. Exposure to point-of-sale systems and hardware is highly desirable. Strong customer service outlook and a desire to create an exceptional experience for faculty, staff, students and guests of the university. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises. Ability to understand and apply the analysis of functional requirements to the development of systems proposals, specifications and recommendations for efficient, cost-effective systems and technology solutions. Ability to work collaboratively with team members and other IT staff and customer groups to ensure project accountability. Excellent verbal and written communication skills, negotiating abilities, the ability to present complex concepts in simplified terms within support and training settings, and conflict resolution skills. Ability to interact with colleagues, supervisors, and customers face-to-face. Ability to actively listen, responsive to verbal and non-verbal clues. Ability to empathize – listening and involving yourself in what the customer is telling you about their situation. Ability to respond to difficult, stressful, or sensitive interpersonal situations in ways that reduce or minimize potential conflict and maintain good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations which sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite, and readily understood. Ability to be flexible to meet the constantly changing scope and needs of the department, division and customers being served. Ability to work independently, under general operational guidelines. Ability to work as a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration. Draw all team members into active participation, build a team identity and commitment. Being able to play the roles of team leader and team player as required. Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control, and accessibility of sensitive information. Excellent analytical and problem-solving capabilities with the ability to prioritize based on situation, deadlines, and solution. Demonstrated creativity and flexibility in working on a diverse project portfolio with a variety of constituent groups in a fast-paced environment. Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Embraces diversity. Experience working with diverse populations and willingness to support a community commitment to diversity, equity, and inclusion. Ability to meet consistent attendance. WORKING CONDITIONS
Professional office setting. Frequent travel between facilities. Occasional early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. Limited overtime may be required in emergency situations. The employee may be required to carry a cellphone to attend to after-hours emergencies. The position requires typing on a computer keyboard and using a computer mouse and a printer. Work requires the ability to lift up to 50 pounds. Little or no exposure to hazards. The employee will drive a university vehicle while on the job.