Success starts at Community College of Philadelphia. Innovators and difference makers work at Community College of Philadelphia. Diversity thrives at Community College of Philadelphia. We are a college that is committed to promoting a work environment that attracts and retains talented and diverse faculty and staff. We challenge each other and ourselves to achieve at the highest level while contributing to the mission of the College and the betterment of Philadelphia. We value and support an intellectually dynamic community to prepare our students for global citizenship. Join us and become a part of a community that has long been and will continue to be generators of generational chance in this city and beyond.
Community College of Philadelphia is an open-admission, associate-degree-granting institution which provides access to higher education for all who may benefit. Its programs of study in the liberal arts and sciences, career technologies, and basic academic skills provide a coherent foundation for college transfer, employment and lifelong learning. The College serves Philadelphia by preparing its students to be informed and concerned citizens, active participants in the cultural life of the city, and enabled to meet the changing needs of business, industry and the professions. To help address broad economic, cultural and political concerns in the city and beyond, the College draws together students from a wide range of ages and backgrounds and seeks to provide the programs and support they need to achieve their goals.
The Coordinator, IT User Support Services position is responsible for the daily coordination and administrative functionality of the User Support Services team, which includes oversight for maintaining and completing work order administration, hardware and software installations, configuration, maintenance, and inventory (as related to client services), status reports, and coordination of tasks, project and deployment schedules. The position will conduct 1/1 and/or group training sessions to the User Support Services Team on various products as needed. The team consists of multiple technical staff performing support via the support line or in person which would include but not limited to installations, configuration, maintenance in conjunction with technical support and network teams. The User Support coordinator will be required to travel occasionally from the main campus to each of the regional centers and to coordinate associated projects, deployments and implementations as necessary.
Specific Responsibilities
- Coordinate administration and liaison between the User Support Services, Network Support Services, Software Automation Services and the Information Support Services teams to ensure appropriate customer service at all levels.
- Perform monitoring tasks for the Office of Information Technology Services help desk; monitor management systems and respond appropriately to end users requests and problems; perform initial problem analysis and triage problems to the appropriate ITS staff as necessary.
- Collaborate with the technical area leads in the scheduling, communication, documentation and installation of new computers, and in the move of existing computing hardware (PC’s. Macs, printers, scanners, etc.).
- Perform QA on both calls and tickets that are completed by staff, at least weekly.
- Assist with desktop support, Tier 2, and Tier 3 resources with problem resolution.
- Assist the Manager in conducting, coordinating and reviewing training sessions for a myriad of products on all College campus locations.
- Coordinate, diagnose and correct desktop computing anomalies, which may result from system failures, improper configuration and/or systems/operator errors or operator inexperience, as related to client requests submitted to the Client Support Services team; escalating these requests to appropriate teams as needed.
- Be a client advocate and relay feedback, needs and wants to IT management and the rest of the ITS support services teams as necessary.
- Coordinate with the Manager of User Support to ensure communication concerning staffing coverage, project schedules and issues concerning technical support; define solutions and provide appropriate backup when required.
- Assist the Manager in analyzing help desk systems, procedures and methods of interfacing with the client community and provide recommendations for improving technical workflow and computer maintenance procedures and the proper scheduling techniques.
- Assist the Manager in analyzing systems, methods, scheduling techniques, technical workflow and computer maintenance procedures for efficiency and timeliness.
- Prepare various reports with recommendations based upon information from call tracking, work order management and other data information systems to management as appropriate.
- Maintain a collaborative spirit as well as the ability to communicate and work effectively in a team environment.
- Ensure the proper development and integrity of master images and their timely backups pertaining to the installation and deployment of licensed software as related to client support services.
- Work with staff/vendors to effect repair or replacement of all equipment in or out of warranty, ensuring proper reimbursement and tracking for all warranty related items as related to Client Support Services.
- Work with management to maintain all records of inventory for College computer/printer related hardware and software, as related to Client Support Services (loaner equipment).
- Maintain adherence to departmental priorities and long-range planning schedules to meet stated deadlines.
- Work with Manager of the User Support Services team to prepare and maintain personnel schedule to assure complete user support coverage during peak periods, vacations and/or absenteeism of staff members.
- Assist the Manager with the development and management of internal and external support documentation.
- Promote professional development activities of the User Support Services teams and the client communities.
- Promote and maintain appropriate records pertaining to the professional development and activities of the Client Support Services teams.
- Travel to regional centers to coordinate associated projects, deployments and implementations as necessary.
- Participate in continuing professional development activities necessary to maintain customer service excellence and technical expertise to provide current industry training with the latest technology and training methods to the supervised staff.
- Perform all other duties as assigned.
Minimum Qualifications
- Associate’s degree required. Any and all degrees must be from a recognized institutional accreditor.
- Minimum of two (2) years experience coordinating the administration of technical support helpdesk teams is required.
- Minimum of five (5) years hands-on experience troubleshooting, maintaining and performing computer related repairs and desktop application support using Microsoft Windows and MS Office suite applications.
- Minimum of two (2) year’s work experience within an Active Directory environment utilizing SCCM required.
- Demonstrated thorough working knowledge of network and desktop operating systems; including the ability to troubleshoot hardware and software as it pertains to the network and desktop availability.
- Excellent problem-solving and troubleshooting skills required.
- Ability to lift a 60 pound parcel from the floor to a desktop height, as needed, is required.
- Valid driver’s license required.
Preferred Qualifications
- Bachelor’s degree is preferred.
- Experience in an IT environment within higher education preferred.
- CompTIA A+, Network +, Security +, or ITIL are desirable.
- Experience working in a large Microsoft enterprise network environment is preferred.
- Experience working in an Apple enterprise environment preferred.