Responsible for directing the activities of the Customer Support Services team to ensure incidents are completed in a timely manner. Maintain accurate and timely documentation of incident progress in the Support Center data base. Provide support for campus laboratories and classrooms. Repair, if possible, or provide alternatives to customers towards resolving the given problem. Meet with customers on a frequent basis to ensure the highest level of customer service is provided.
Plan, coordinate, schedule and execute the deployment of software, hardware and technology for the campus community. Assist with managing software library and licenses. Evaluate and test new hardware and software prior to deployment on campus. Maintain an accurate inventory of IT assets to ensure all items are accounted for and that licensing, warranty and maintenance agreements are complied with.
Provide support to the Manager, Information Technology, in areas such as strategic planning, assessment, metrics, student employment, inventory, budget, project management, and other duties as assigned.
Attend meetings and briefings related to Information Technology support. Participate in committees and task forces as assigned.
Supervise two or more full time staff and multiple student employees.
Job Requirements Bachelors degree required and 3 to 5 years of work related experience .
Ability to learn new things and keep up with the pace of change in technology.
Excellent Customer Service skills.
Excellent communication skills. Ability to communicate with various levels of users to understand the problem. Must maintain a positive, professional image.
Good organizational skills.
Ability to lead projects using standard IT project management processes, e.g., Proposals, Charters, Workplans, etc. and make adjustments based on individual project complexity and scope.
Five years of experience in a PC support environment preferred and one year of experience in a networked environment preferred.
One to two years of experience supervising staff including completing evaluations and coaching for personnel development.
Ability to collect the appropriate information from the user to expedite the resolution the problem. Demonstrate good judgment in investigating and escalating problems.
Demonstrate ability to tactfully handle difficult situations and ability to maintain composure under pressure.
Consistently show ability to recognize and deal with priorities. Recognize and perform duties which need to be performed although not directly assigned assisting others as needed.
Seek guidance and direction as necessary for performance of duties.
Maintain cooperative working relationships with University and other Information Technology staff members.
Additional Details EEO Statement: Embry-Riddle Aeronautical University is an affirmative action/equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, age, national origin, handicap, veteran status, or sexual orientation. Diversity Statement: Embry-Riddle values diversity: We respect the rights and property of all individuals, regardless of gender, race, ethnicity, national origin, age, physical disability, economic background, sexual orientation, or religious belief. We believe in a community where all members are welcome, and individuals or groups are free from harassment. How To Apply Thank you for your interest in Embry-Riddle Aeronautical University. For information on applying for a job, please read the following section.
1. Embry-Riddle Aeronautical University considers applications for OPEN positions only. You can obtain information regarding these openings from
our online job postings. media advertisements. 2. Human Resources retains applications for a particular position only until the position has been filled. You may apply online, within each online job posting.
3. Applicants MUST meet minimum qualifications to be considered for open positions. Individuals whose qualifications and experience best meet the needs of the University will be contacted for an interview.
4. If you need any reasonable accommodations during the application or interview process, please let us know as soon as possible.
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At Embry-Riddle, we are committed to being the world's finest university specializing in aviation and aerospace. We are also dedicated to pr...