ASSISTANT DIRECTOR OF TECHNOLOGY SERVICES SUPPORT

Job no: 495201
Position Type: Full-Time
Location: Elgin, IL
Categories: Information Technology, Professional/Technical
Role: Assistant Director of Technology Services Support

JOB SUMMARY:

An employee in this classification performs work of considerable difficulty providing leadership and oversight to the Technology Services Support department . Work is distinguished by the ability to provide level I support to the college community for any device managed by the IT department. Direction is received by the assigned supervisor.

Required Knowledge, Skills & Abilities:

• Bachelor’s degree (BA/BS) in Information Technology or related field, with a minimum of five (5) years of management experience in information technology and audio visual support operation, and/or equivalent combination of education and experience.
• Considerable skills providing technology support, diagnostics, deployment, security, asset management, and repair/maintenance of computers and classroom technology equipment.
• Considerable knowledge supporting large audio visual (AV) environments.
• Considerable knowledge in helpdesk operation management.
• Considerable skill to supervise and direct a technical support team while meeting stringent timelines and maintaining high quality standards.
• Considerable skill to independently analyze and make recommendations regarding programs, procedures, and operations with regard to areas of responsibility
• Considerable skill working with vendors, pricing and contract review.
• Considerable interpersonal, verbal, and written communications skills with the ability to communicate and interact with all levels of staff, administration, faculty, community members, Board of Trustees, and students in a diverse community.
• Considerable skill to work independently with minimal supervision in a team-based environment.
• Considerable knowledge of current operating systems, software/hardware management tools and application packaging with the ability to read and understand technical materials.
• Considerable knowledge in information technology change management and procedures.
• Maintains required training, licensure and/or certifications.
• Maintains confidentiality of privileged information and adheres to applicable privacy laws
• Demonstrates sensitivity, understanding and respect of diverse populations within the workplace.
• Maintains an understanding of the work of colleagues to effectively provide backup and/or support for co-workers during times when the division is short-staffed or experiencing an increased volume of work.
• Adheres to department guidelines for attendance and punctuality

DESIRED KNOWLEDGE, SKILLS & ABILITIES:

Previous work experience within a Higher Education environment.

ESSENTIAL DUTIES:

• Monitor and manage helpdesk requests; set priorities, assign appropriate resources and provide technical support to troubleshoot and resolve issue(s). Collaborate with network engineers, developers, programmers, academic systems administrator and computer technicians as needed to insure high level of user support college wide. Follow up on communications and maintain documentation on all requests for assistance.
• Manage and supervise a team of level I technicians, computer & technology support coordinator, helpdesk technicians, and student workers.
• Consult with administrators, deans, faculty and staff on appropriate hardware and software to support instructional programs, classrooms, labs, offices, auxiliary enterprises need, and facility rental needs. Consult with outside personnel (classroom rentals, vendors, non-college users) to provide software and hardware needed for their use of computer classrooms and programs. Provide expertise in information technology to faculty, deans and administration to insure appropriateness and availability of hardware and software for instruction to support all college goals and strategic plans.
• Responsible for installations, troubleshooting, and supporting all of the college’s computers, its related peripherals, and the audio visual equipment. Keep abreast of current technologies by attending seminars, conferences and training, reading professional journals, and on-line research. Write training materials and user documentation. Document departmental and academic policies and procedures.
• Assist in preparing bid specifications for instructional equipment, computers, printers, scanners, helpdesk system, and software applications college wide.
• Perform related supervisory responsibilities: determine staffing needs, select hiring committee, review applications and resumes; select candidates for interviews, prepare interview questions and associated tests; organize and schedule interviews, solicit feedback from hiring committee; make hiring decision, prepare recommendations and submit. Review and update existing job descriptions accordingly. Approve eTime submissions and do performance evaluations. Provide support and training for academic computing positions. Mentor staff to promote growth and development in job skills.
• Conduct regular staff meetings and ad hoc meetings. Represent department in meetings and committees related to information technology support.

OTHER DUTIES:

• Perform other job-related duties as assigned which pertain to the job description.
• Ability to work a flexible schedule which includes days/evenings/weekends as needed by the department.