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Description
POSITION PURPOSE:Primarily responsible for coordinating, analyzing, and maintaining the onboarding and offboarding processes. Acts as a vital bridge between the Help Desk, Network Technical Services, Communications, Human Resources, Dean of Faculty, Summer Programs, contractors and vendors, parents and guardians, and students, campus residents, and Information Systems teams, ensuring smooth technological operations and support across the organization and end-users. This role involves problem analysis, technical assistance, user access management, and ongoing system optimization to enhance the overall user experience.
Ability to be a proactive problem solver who can evaluate user needs, diagnose technical issues, coordinate resolutions, implement system improvements, and assist in employee investigations while maintaining strong relationships across departments.
Requirements
ESSENTIAL FUNCTIONS:
Technical Support & Troubleshooting
• Serve as the primary point of contact for IT (Information Systems) support requests, providing timely and effective solutions.
• Analyze and diagnose technical problems, escalating complex issues as needed.
• Collaborate with IT teams to develop and implement technical solutions.
• Assist users with system access, ensuring appropriate roles and permissions are assigned.
System Administration & User Management
• Coordinate onboarding and offboarding processes for employees, contractors, parents, students, and campus residents in partnership with Human Resources and the Dean of Faculty and Student offices.
• Maintain and enhance enterprise system performance, ensuring accessibility for students, parents, faculty, staff, and contractors.
• Monitor and assess system functionality, making recommendations for improvements.
• Ensures Information Technology Services User Management Policy, as written in the Faculty/Staff Handbook, is adhered to.
• Works directly with the Director of Operations to review and maintain user accounts that may involve litigation restrictions
Project Support & Process Improvement
• Participate in software implementations and system upgrades as part of the Information Systems Team.
• Identify trends in technical issues and propose modifications to optimize system performance.
• Stay informed about emerging technologies and best practices to enhance IT support operations.
Technical Skills
• Proficiency in troubleshooting hardware, software, and enterprise applications.
• Knowledge of user access management, system security, and IT support best practices.
• Ability to analyze technical problems and implement effective solutions.
• Strong customer service orientation and interpersonal skills.
• Excellent communication (verbal & written) and documentation skills.
• Ability to work independently and collaboratively in a team environment.
• Strong problem-solving, adaptability, and critical thinking skills.
SECONDARY DUTIES
• Expert technical knowledge of the network, Active Directory, and ERP applications as it pertains to user management and access.
• Ability to analyze system processes and procedures, explain abstract concepts in plain terms, and solve complex problems.
• Excellent technical skills to analyze, troubleshoot, and account for access issues.
• Excellent interpersonal skills.
• Excellent written communication skills to develop documentation, reports, and correspondence.
• Other duties as assigned.
The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines (including inspection); using measurement devices; and/or assembly or fabrication of parts at distances close to the eyes.
The worker is not substantially exposed to adverse environmental conditions (such as in typical office settings).
Schedule:
A regular 5-weekday work schedule with some off hour and weekend coverage. Must be available for occasional travel as needed, using all modes of transportation.
Education & Experience
• Bachelor's degree or higher in Information Technology, Computer Science, or a related field.
• 3-5 years of experience in IT Help Desk, Application Support, or IT Customer Service.