User Support Coordinator

JOB SUMMARY 

The UConn Library seeks an individual with excellent technical and public service skills to serve as a User Support Coordinator (Library Assistant 2). Reporting to the Associate University Librarian for Collections & Discovery, the User Support Coordinator is responsible for providing daily operational technology support services for the UConn Library. The successful candidate will demonstrate strong prioritization skills, the ability to meet deadlines and model excellent customer service, communication, and interpersonal skills.

As an active member of the Library and guided by our Strategic Framework of Connect, Empower, and Engage the successful candidate will make positive contributions to a culture of inclusion and respect in all interactions within the Library and across the University and will exemplify the principles of diversity, equity, inclusion, accessibility, and justice and the UConn Library values of kindness and trust, curiosity and inquiry, equity and inclusion, and having fun. 

DUTIES AND RESPONSIBILITIES 

• Serves as the main point of support for a wide variety of library technologies, including staff computing and printing and audio/visual technologies for conference rooms and instruction spaces.
• Installs, circulates, and provides customer support and training on University-supported hardware and software. Troubleshoots and implements corrective solutions to technology issues that require knowledge of software, hardware, and networking.
• Administers the UConn Library's ticketing system, including workflow management and identifying and collecting metrics to inform service improvements.
• Serves as library technology student supervisor, training and supervising a team of student employees in support of daily technology operations.
• Liaises with University Information Technology Services at Storrs and regional campus locations as applicable to deliver quality technology support services.  
• Actively assesses, identifies, and implements improvements and efficiencies in user technology support for students, faculty, and staff.
• Creates and maintains internal and end-user technical support documentation and instructional guides.
• Incorporates principles of diversity, equity, inclusion, accessibility, and justice into the work of the position. 
• Responsible for managing library technology equipment. Includes record keeping and maintaining inventory through deaccessioning at life-cycle end. Routine equipment checks and installations often require lifting substantial weight and navigating tight spaces.  
• Work with Library Financial Services for the planning and purchase of technology related items on behalf of Library Staff.
• Occasional off-hours and/or off-location travel to regional campuses and other partner libraries may be required.

Shared Expectations for Student Supervisors

• Hires, schedules, trains, and supervises student employees.
• Determines work assignments and provides feedback to each student employee.
• Approves student timecards and resolves time reporting and/or student payroll issues in a timely manner.
• Ensures student payroll expenditures remain within the approved budget.
• Maintains current student employee personnel records.
• Adheres to the policies and procedures as outlined in the UConn Library Student Employee Handbook and the UConn Student Employment Guide.

Shared Expectations for All Staff 

• Participates in planning and actively contributes to Area and Unit priorities, initiatives, and operations through collaboration and cooperation. 
• Demonstrates reliable and effective written and verbal communication and interpersonal skills. 
• Demonstrates active learning in and communication of ongoing trends and developments related to position responsibilities. 
• Works effectively in current applications, software, and tools as set by the UConn Library and the University of Connecticut. 
• Exhibits appreciation of, sensitivity to, and respect for a diverse working environment, inclusive of social, economic, cultural, ideological, gender, racial, and ethnic backgrounds. 
• Performs duties parallel to position responsibilities as required. 

MINIMUM QUALIFICATIONS 

Bachelor’s degree in a related field.

Minimum of three years of experience in computer or other technical support services.

Working knowledge of Windows 10, 11, and macOS.

Knowledge of and commitment to the principles of diversity, equity, inclusion, accessibility, and justice.

High level of customer service and interpersonal skills.

Demonstrated attention to detail and solid written and oral communication skills.

Demonstrated ability to handle a variety of technical problems quickly and efficiently.

PREFERRED QUALIFICATIONS 

Demonstrated success in coordinating end-user technical support services.

Experience supervising student employees or professional staff.

Demonstrated experience in managing a problem tracking/ticketing system.

Experience with both Windows and Mac in an Active Directory environment.

About UConn

UConn is one of the top public research universities in the nation, with more than 30,000 students pursuing answers to critical questions in labs, lecture halls, and the community. Knowledge exploration throughout the University’s network of campuses is united by a culture of innovation. An unprecedented commitment from the State of Connecticut ensures UConn attracts internationally renowned faculty and the world’s brightest students. As a vibrant, progressive leader, UConn fosters a diverse and dynamic culture that meets the challenges of a changing global society.

The main 4,400-acre campus is set in a university town located in the rural heart of Connecticut; approximately a half hour’s drive from Hartford, 90 minutes from Boston, and 3 hours from New York. Storrs offers New England village charm, with outstanding recreational facilities and open space initiatives, farm-to-table agricultural communities, and excellent public schools.

UConn is committed to building and supporting a multicultural and diverse community of students, faculty, and staff. The diversity of students, faculty, and staff continues to increase, as does the number of honors students, valedictorians, and salutatorians who make UConn their top choice. More than 100 research centers and institutes serve the University’s teaching, research, diversity, and outreach missions, leading to UConn’s ranking as one of the nation’s top public research universities.

APPOINTMENT TERMS 

This is a full-time, on-site position based on the UConn Storrs campus. The University offers a competitive salary, outstanding benefits, including employee and dependent tuition waivers at UConn, and a highly desirable work environment. Salary is dependent upon education and experience. This position is covered by the University of Connecticut Professional Employee’s Association, please see Career Paths  for information on position classifications and salary bands. Other rights, terms, and conditions of employment are contained in the collective bargaining agreement between the University of Connecticut and the University of Connecticut Professional Employees Association (UCPEA).

TERMS AND CONDITIONS OF EMPLOYMENT

Employment of the successful candidate is contingent upon the successful completion of a pre-employment criminal background check.

TO APPLY

Please apply online at https://hr.uconn.edu/jobs , Staff Positions, Search #497602 to upload a resume, cover letter, and contact information for three (3) professional references.

Nominations and inquiries should be sent in confidence to [email protected] . To ensure full consideration, inquiries and applications should be submitted by March 31, 2024. 

This job posting is scheduled to be removed at 11:55 p.m. Eastern time on March 31, 2024. 

All employees are subject to adherence to the State Code of Ethics which may be found at http://www.ct.gov/ethics/site/default.asp .

All members of the University of Connecticut are expected to exhibit appreciation of, and contribute to, an inclusive, respectful, and diverse environment for the University community.

The University of Connecticut aspires to create a community built on collaboration and belonging and has actively sought to create an inclusive culture within the workforce. The success of the University is dependent on the willingness of our diverse employee and student populations to share their rich perspectives and backgrounds in a respectful manner. This makes it essential for each member of our community to feel secure and welcomed and to thoroughly understand and believe that their ideas are respected by all. We strongly respect each individual employee’s unique experiences and perspectives and encourage all members of the community to do the same. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

The University of Connecticut is an AA/EEO Employer.