Employment Opportunities

Student Support Coordinator (Search #2008413)
(Administrative Services Specialist III, UCP V)

The Department of Student Affairs Information Technology at the University of Connecticut is seeking a full-time Student Support Coordinator to manage the ResNet student computer support program. ResNet provides computer security and network connectivity support services to all students enrolled at the Storrs campus. This is a great opportunity to manage and improve an excellent technical services program. The position will manage a staff of 40-50 student workers.

Job Summary: Under the direction of the Customer Service Manager, the Student Support Coordinator independently coordinates and provides hardware, software, and networking installation and support services; and computer instruction, documentation, and consultation services to University of Connecticut (Storrs) students. The Student Support Coordinator supervises numerous student workers.

Characteristic Duties and Responsibilities:

1. Implement, and manage technical support systems and technical support office work procedures to meet the information technology needs (as defined elsewhere) of University of Connecticut (Storrs) students.
2. Oversee workflow processes in the Student Support office and make changes as appropriate to effectively provide technical support to students.
3. Insure the delivery of prompt and courteous technical support for appropriate technology problems (as defined elsewhere) reported by students who are entitled to receive support.
4. Represent best technology practices and University policies to the student community; promote the Student Support Office at campus events; and provide basic computer support training materials and workshops to students.
5. Document the routing of technical support problems to the appropriate location, including other Division IT employees, UITS employees, and third-party vendors.
6. Document technical support software applications, internal processes, and standard problem resolution procedures.
7. Hire and supervise a staff of 40-50 student workers, including establishing work schedules to insure adequate coverage of the student support office, student call center, and SAIT front desk during designated operating hours.
8. Develop, refine, and provide adequate and ongoing training for student worker staff.
9. Provide regular reports on technical support activities, including problem counts, categories, statuses, resolutions, and response time.
10. Conduct regular assessments of user satisfaction with technical support services.
11. Collaborate with other information technology staff, administrators, and end users to assess the information technology support needs of students.
12. Maintain knowledge of the current practices, trends, and innovations in the field of information technology, particularly related to higher education and student affairs.
13. Participate as needed in the information technology project research, chartering, planning, and implementation process.
14. Provide assistance to Division information technology trainers as needed, including identifying relevant training topics. Assists with the design and presentation of training materials.
15. Ascertain University, state, and federal policy on all matters regarding student technical support and recommend policy as needed.
16. Actively foster a campus climate that is welcoming and supportive of the University of Connecticut’s diverse student and employee communities, and encourage communication with and among campus constituencies.
17. Evening, weekend, or flex hours will be required.
18. Perform other duties as assigned.

Minimum Acceptable Qualifications:

1. Bachelor's degree in computer-related field or equivalent combination of education and experience, and one year of related experience. Five years of experience will substitute for the bachelor’s degree.
2. Demonstrated ability to configure and troubleshoot desktop and laptop computer network connections and security on Microsoft, Apple, and Linux operating systems.
3. Demonstrated ability to work independently.
4. Demonstrated ability in analytical reasoning and logical problem solving.
5. Demonstrated written and oral communication skills.
6. Demonstrated success in making deadlines and working under pressure.
7. Demonstrated ability to work effectively with vendors, staff and students.
8. Demonstrated organizational skills.

Preferred Qualifications:

1. Bachelor’s degree in a computer-related field.
2. Experience supervising multiple employees.
3. Experience with marketing and outreach to computer users, and advocating computer best practices.

Starting salary is in the upper $40’s and is commensurate with qualifications and experience. A comprehensive benefits package is included.

For consideration, submit an electronic letter of application and resume in PDF or Word format to: studentaffairsIT@uconn.edu mentioning search #2008413 in the subject (preferred method). Printed copies may be mailed to: Virginia Eaton, University of Connecticut, Department of Student Affairs Information Technology, 2011 Hillside Road, Unit 1228, Storrs, CT 06269-1228. Applications will be accepted until the position is filled. The anticipated start date is May 2008. (Search # 2008413)

The University of Connecticut policy prohibits discrimination in education, employment, and in the provision of services on the basis of protected group identity (unless there is a bona fide occupational qualification related to employment), or any other unlawful factor. In Connecticut, protected class characteristics include: Race; Color; Religion; Ethnicity; Age; Gender; Marital status; National origin; Ancestry; Sexual orientation; Genetic information; Disabled veteran; Veteran status; Physical or mental disabilities (including learning disabilities, mental retardation, past/present history or a mental disorder); and Prior conviction of a crime.
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