Operational Technology Support Administrator

Operational Technology Support Administrator

Functional

Title:

Operational Technology Support Administrator

Classification:
Salary position - exempt

Division:
Technological Advancement

Department:
Technology

Reports to:

Director of IT Operations

Primary Function:

This position is responsible for providing technical assistance to technology users. The job duties will include logging, tracking, escalating, and resolving work orders by fielding walk-ins, telephone calls and emails, troubleshooting issues and requests, and managing related staff. The job duties will also include reporting data as needed for decision-making by technology leadership.

Major Duties:

* Provides technical expertise in support of university hardware, software, and service solutions

* Responsible for general support of technology systems

* Affords technical support to staff, faculty, and students

* Fulfills all other accompanying responsibilities for the delivery of a successful technology program

* Ensures incoming support requests from in-person, phone calls, emails, and other methods are promptly responded to and appropriately triaged

* Dispatches and escalates problems to the appropriate level of support resources or management for resolution and follows those to conclusion and communication to the requestor

* Provides software support and training to staff, faculty, and students for approved applications and systems

* Facilitates communication and education for technology-related interests including but not limited to:

* Cybersecurity

* Account Management

* Network and Systems Maintenance

* Training, Education, and Knowledge Base

* Ensures the accurate and complete logging of all requests and information into the designated tracking and knowledge base system(s)

* In conjunction with the Director of IT Ops, develops, maintains, and enhances the call tracking system, tools, processes, and procedures

* Compiles reports and gathers information on functions as needed or requested by Director of IT Operations, Academic Technology Officer and VP for Technological Advancement

* Hires, oversees, and schedules student workers for helpdesk positions such as university phone operator, public safety IDs and parking permits, technical support, etc.

* Creates, reviews, and facilitates training for student workers employed at the university helpdesk

* Collaborates directly with the Associate Director of Instructional Technology and Technology Support Engineer to provide consistency in support approaches and related personnel

* Assists with special projects as needed under the direction of technology leadership

* Participates in Professional Growth Activities

* Performs other incidental and related duties as required and assigned

Job Qualifications

Knowledge, Skills, and Abilities

Required:

* Strong interpersonal and communication skills and the ability to work effectively with a wide range of people in a diverse community

* Skilled in the use of a computer as a productivity tool and possess working knowledge of email, Internet web browsing, and the Microsoft Productivity Suite

* Must be customer service oriented

* Must be courteous and polite

* Good verbal, telephone, and written etiquette

* Working knowledge and understanding of a broad range of desktop-based hardware and software and basic networking concepts

* Able to follow instructions, work under supervision, and multi-task

* Ability to effectively work in a team environment

* Effective and efficient troubleshooting and problem-solving skills

* Must be reliable and possess good organizational skills

* Ability to enter and access information from a computer

* Ability to operate general office equipment such as computers, copiers, fax, etc.

* Ability to deal with problematic issues with institutional mission at heart

* Ability to locate malfunctions in hardware and software or help communicate to others on support team

* Commitment to living a faith-filled life consistent with Biblical values that serve as the foundation of LCU

Education and Experience:

Minimum of bachelor's degree and two (2) years' experience and/or training in higher education environments; or equivalent combination of education and experience that is directly related to the specified duties and responsibilities gained through increasingly responsible positions within technology services.

Physical Requirements:

While performing the essential duties of this job, the employee will be required to do the following:

* Be ambulatory around campus and in buildings

* Required to regularly sit and stand

* Frequently use wrist, hands and/or fingers to make small repetitive movements such as typing, distributing mail, and picking up small objects

* Ability to talk frequently to convey detailed and/or important instructions or ideas accurately, loudly, or quickly

* Be able to hear average or normal conversations and receive verbal information

* Required to lift packages and/or other objects up to 50 pounds

Salary and Benefits :

Salary commensurate with qualifications and experience. Benefits…