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User Success Coordinator - IT Support Specialist

Apply now Job no: 493098
Categories: Staff
Department: T&I - User Success

Are you passionate about working with people, developing students and delivering exceptional customer service? Do you love technology, and can’t help sharing your excitement for it with everyone you meet? We are looking for a high-energy and service-oriented User Success Coordinator who will bring a love of “all things technical” to T&I@Davidson. 

As a member of the User Success Team, the User Success Coordinator - IT Support Specialist is responsible for leading and developing a team of 20-30 students providing faculty, staff and students with timely, professional and empathetic first level support for technology on campus. This position will work closely with the Library students and staff to continue development of a unified campus service point. This includes computer and audio-video hardware, software and other technology services available in offices, classrooms, labs and other workspaces. Some or all of the following experience is helpful:

  • Experience working directly with end users on a fast-paced, customer-focused technical support services team, with knowledge of the tools and professional practices, processes, and policies needed to support and drive an outstanding user experience.

  • Experience working with and developing student teams.

  • Experience using (and contributing to) ticketing systems, knowledge bases, wikis, and other technical support tools.

  • Ability to work both independently and collaboratively as part of a dynamic, results-oriented team, with excellent communication, time management, and customer service skills.

  • Experience leveraging data to inform business processes and/or suggest service improvements

  • Experience providing user support for cloud-based services and software, such as Dropbox, Office 365, Google Apps, and Adobe Creative Suite.

  • Experience creating user-friendly documentation, knowledge base articles, training guides or programs, videos, and/or other support materials.

  • Ability to work both independently and collaboratively as part of a dynamic, results-oriented team, with excellent communication, time management, and customer service skills.

As a member of the Technology and Innovation team, the User Success Coordinator is expected to uphold the department’s mission to “driving digital transformation that advances Davidson’s primary purpose” and contribute positively to a culture of collaboration, transparency, empathy, innovation, and accountability within T&I.

Duties: 

Team Management (70%)

  • Recruiting - Schedule and execute recruiting events ensuring we are always growing our team.

  • Hiring - Write and post job description, communicate with applicants, schedule interviews, and coordinate with current staff to assist with process.

  • Training - Create and update training resources and onboard students three times per year.

  • Coaching and Student Development - Focus on recognizing great work and help individuals and the team constantly improve. Coach and develop student team leads.

  • Scheduling - Create the schedule for the semester trying to accommodate all requests for work time and vacation time.

  • Culture and Communication - Help create a great place to work by focusing on initiatives to engage students including, but not limited to, feedback sessions, fun events/activities and timely communication about changes.

Customer Support (30%)

  • In combination with the student team, serve as the first point of contact for customers seeking technical assistance over the phone, email and other channels

  • Oversee call resolution and support escalation ensuring ownership and completion

  • Review cases from technical and customer service standpoints and coach students in these areas

  • Be an available resource to answer questions and assist agents

  • Monitor daily schedule, staff levels, and case call/case volume

Other Desired Skills and Abilities

Certifications in Mac and Windows (CompTIA+, Apple, Microsoft). Experience with imaging technologies, such as JAMF and Windows Deployment Services. Experience supporting classroom A/V equipment and other learning space technologies. Understanding of, or experience with, voicemail systems, and wireless networks. Experience creating user-friendly documentation, knowledge base articles, training guides or programs, videos, and/or other support materials. Experience with securing endpoints and investigation of security incidents.

Apply online at http://employment.davidson.edu  Please provide a resume and cover letter along with the application by August 20, 2019.

At Davidson College, we believe the college grows stronger by recruiting and retaining a diverse faculty and staff committed to building an inclusive community.  In order to achieve and sustain educational excellence, we seek to hire talented faculty and staff across the intersections of diverse races, ethnicities, religions, sexual orientations, gender identities, ages, socio-economic backgrounds, political perspectives, abilities, cultures, and national origins.

 

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