ITS Coordinator

　　ITS Coordinator

　　STATUS: Full-time, Non-Exempt

　　DEPARTMENT: ITS - Customer Support Team

　　LOCATION: Grand Rapids, Lettinga Campus

　　REPORTS TO: ITS Manager

　　SUMMARY:

　　The ITS Coordinator will support the campus ITS equipment and programs. The position will troubleshoot and resolve hardware, software, and networking issues. These responsibilities are performed in an ethical manner consistent with the University's mission and vision.

　　RESPONSIBILITIES:

　　• Work with the ITS Team to ensure top quality customer service.• Resolve PC, hardware, software, networking and related technology issues.• Respond, resolve, and follow-up on all campus open customer calls within ITS Service Level Agreement.• Assist in the set-up of new campus ITS systems, software, and hardware.• Assist supervisor with yearly budgeting for campus hardware and software.• Assist with ITS training and projects as needed.• Update Customer Support Center and supervisor with relevant information and processes to support all information technology equipment in production at DU locations.• Serve as primary support to the Customer Support Center with ITS equipment problems.• Assist with product rollouts and PMO projects, and document project status.• Maintain accurate inventory lists for PCs, laptops, and classroom technologies.• Ensure compliance with University ITS equipment and application standards.• Work with Academic leadership on determining campus software needs.• Take ownership of PCs for setup, standards, software deployment and imaging through Standard Desktop Management (SDM) initiative.• Co-develop individual objective plans with the supervisor.• Understand and abide by all external and internal regulations and policies. This includes NCAA, GLIAC and national affiliations associated within athletics or other role specific regulations.• Provides GREAT customer service, anticipating and exceeding the needs of our customers.• Demonstrate and promote the University Cultural Values.• Perform other duties as assigned.

　　QUALIFICATIONS:

　　• High School Diploma required, associates degree preferred.• Demonstrated understanding of MS Windows environment and related applications• Demonstrated knowledge of PC hardware technologies and related equipment• Proven understanding of TCP/IP protocols and basic LAN/WAN configurations• Certification (CompTIA A+, etc.) is a plus• Desire and ability to learn new IT systems• General knowledge in hubs, switches, routers, as well as server technology.• Demonstrated ability to effectively plan, develop goals, meet deadlines, and accomplish goals while prioritizing workloads.• Demonstrated ability to work effectively with people of diverse backgrounds and promote a positive working environment, spirit of cooperation and positive reactions to change and conflict resolution.• Excellent interpersonal, communication and presentation skills, both written and oral which transcend diverse audiences.• Demonstrated ability to communicate effectively and relate well to students, parents, faculty, staff, and others while maintaining appropriate confidentiality.• Demonstrated motivational and problem solving capabilities with a high degree of integrity, ethics, and dedication to the mission of the university.• Must be able to provide exceptional customer service at all times.• Business office environment. Prolonged sitting and standing. Use of personal computer and telephone (eye and hand strain). Frequent travel between locations required (own transportation).• No regular lifting requirements, occasional lifting up to 50 pounds.• Must be able to work an irregular schedule, evenings or Saturday as needed, additional hours during peak