Senior Information Technologist

at  Community College of Rhode Island

JOB SUMMARY

The Department of Information Technology provides modern, reliable and integrated technology systems and services to support the mission of the College. IT Customer Support is the primary point of contact for CCRI computing and offers a wide range of services for students, faculty and staff including help desk, audiovisual support, event support and technology training.
The Senior Information Technologist provides technology support to faculty, staff, students, and the college community in an efficient and accurate manner; offers help to end-users by providing direct assistance, information, documentation, training and personalized expert support; and coordinates escalation and problem resolution in collaboration with other Information Technology professionals.

TECHNICAL KNOWLEDGE AND COMPUTER SKILLS:

• Provide technology-related assistance to faculty, staff, and students via the telephone/email/ticketing system/walk-in on supported hardware and software. Supported software includes but is not limited to: modern MS Windows and Macintosh operating systems, MS Office and MS Office365 applications (e.g., Word, Excel, PowerPoint, Outlook), MS Access, MS Teams, modern browsers, MyCCRI, Banner, Blackboard, Anti-Virus software, DUO and MS Authenticator for two-factor authentication, WebEx, Zoom, and department-specific applications.
• Troubleshoot hardware and network-related problems on faculty/staff/e-classroom/lab desktops, including peripheral devices such as printers and scanners.
• Assist end-users with mobile device connectivity to CCRI WiFi.
• Assist in scheduling and presenting technology-related workshops and trainings for the CCRI community.
• Assist with administration of ITSM ticketing system.
• Keep informed of state-of-the-art technologies and trends, desktop operating systems, and software applications.

COMMUNICATIONS SKILLS:

• Assist with the development and maintenance of the Department of Information Technology web site and other web-based documentation. Serve as liaison with departmental information providers in creating and publishing web pages and knowledge base articles.
• Create, maintain, and update training manuals and user documentation for supported hardware and software for the IT web site and help desk ticketing system. Update training documentation for new Help Desk employees.
• Deliver technology training in one-on-one and workshop settings.

MINIMUM REQUIREMENTS

• Bachelor’s Degree in a computer related field and a minimum of 2 years of related experience required or an Associate’s Degree in a computer related field and a minimum 4 years of related experience; preferably in a higher education environment.
• Demonstrated experience in IT Customer Service, in a fast paced and challenging environment.
• Demonstrated experience in the use, support and troubleshooting of the most current version of Windows and Macintosh operating systems, Microsoft Office and Office 365, and browsers.
• Demonstrated ability to work independently on multiple assignments and collaboratively within a team.
• Excellent analytical, organizational and communication skills.
• Excellent interpersonal skills and the ability to work effectively and collegially with faculty, staff, students, and colleagues.

COMPETENCIES AND DESIRED QUALIFICATIONS

• Working knowledge of ITSM principles and Help Desk ticketing systems.
• Experience developing web pages and working knowledge of HTML.
• Technical writing skills.
• Working knowledge of student information systems (e.g., Banner) and learning management systems (e.g., Blackboard).
• Experience training one-on-one and groups.