Technology Support Coordinator

Technology Support Coordinator

Location:

Estrella Mountain Comm College

Salary Range: $27.02 - $35.13 hourly, DOE

Grade: 115

Work Schedule:

Monday - Friday, 8am - 5pm. Summer

Hours:

Monday - Thursday, 7am-6pm. Schedule is based on the operational needs of the department and EMCC. To best serve the students, department, and college, this position is fully in-person.

Work Calendar: 12 Months

Estrella Mountain Community College (EMCC) is hiring a Technology Support Coordinator. This position is a critical technology support role that will serve as the helpdesk lead for the campus. Additionally, this position will assist the department leadership with project management, planning, process improvement, and the student laptop checkout program.

25% - Manages helpdesk, including ticketing system and phone coverage to ensure that support is available to the campus community when it is needed and during normal business hours. Manages and assigns tickets for all requests that are submitted to the Technology Services managed queues in the Maricopa Helpdesk. Reviews analytics for trends and patterns to identify opportunities for increased efficiency, proactive service, and other improvements.

20% - Manages department projects in coordination with the Technology Support Supervisor to ensure tasks and action items are completed on schedule by assigned technicians. Coordinates project communication and documentation efforts.

20% - Develops end-user training materials to support campus users of systems. Creates how-to documents and training that users can refer to when using technology. Analyzes trends in support requests and problems to prioritize the creation of user materials that have the greatest impact on training needs.

15% - Oversees and manages user account support processes for college employees, including Azure AD and Cisco DUO. Ensures that processes and procedures are followed to verify identities. Provides guidance to the campus on changes in policies that may affect their ability to log in to systems or access resources.

10% - Manages equipment checkout program for both student laptop checkouts and employee equipment checkouts. Manages electronic forms submitted in Dynamic Forms to ensure that required documentation is approved and in place for equipment checkouts. Works with the Computer Commons to ensure they have the correct stock of equipment to support the number of checkouts.

10% - Participates in department planning with the Technology Support Supervisor, collaborates with other colleges on common efforts and issues to find solutions or guide discussions, and represents EMCC in CCLG meetings. Coordinates surplus and inventory efforts with the rest of the division and property accounting. Other duties as assigned, commensurate to the grade level of the position.

Associate's Degree from a regionally accredited institution and three (3) years of full-time equivalent technical experience in an area directly related to assignment. Some assignments may require additional technical training and/or vendor/technical certifications.

OR An equivalent combination of the conferred degree and directly related full-time work experience, sufficient to successfully perform the essential duties of the job, such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation, may be considered.

May be required to lift or carry up to 25lbs with or without a reasonable accommodation.

May be required to view a computer monitor for a prolonged period of time.

Possession of a valid State of Arizona Class…