MANAGEMENT & ADMINISTRATION - 40%

• Ensures the delivery of effective, customer service focused support and troubleshooting to students, and faculty on the use of lab desktop hardware, personal laptops, peripherals, printers, scanners, tablets and software.

• Supervises the User Support staff, trains to ensure that all staff are competent in hardware and software operations, policies and procedures, and are providing professional and consistent customer service.

• Works with the Associate Director and other stakeholders to plan and maintain all academic spaces where computing occurs at the college.

• Responsible for planning, scheduling, and supervision related to the yearly computer lab refresh cycle.

• Oversees the hiring, training, and supervision of work study students, ensuring consistent, regular, and reliable scheduling of student workers during weekdays and weekends, within the allocated budget.

• Work with the Associate Director to plan and budget for departmental needs such as student staffing, consumable materials, technical accessories, equipment maintenance, and equipment refresh.

• Works with the Associate Director and academic stakeholders to establish policies and procedures to ensure high quality support for all CCA constituencies. Ensures policies and procedures are enforced.

• Provides needs assessment and recommendations for the configuration and setup of equipment in academic facilities.

• Assists in the planning and selection of appropriate equipment, processes, and procedures to meet specific institutional goals.

• Primary manager of CCA’s print accounting software and related user accounts. Collaborates with the System Administrator when appropriate.

OPERATIONS - 30%

• Oversees the operation of all campus computing, general use printing resources, and software deployment to support teaching and learning.

• Researches equipment and issues related to printers, peripherals, computing hardware and software.

• Responsible for updating and maintaining internal and external technical support documentation.

• Responsible for ensuring the accuracy of information related to computing and printing on the CCA Portal site.

• Responsible for maintaining a high level of organization and cleanliness within the shared academic computing facilities.

• Maintains accurate equipment inventories and e-waste records with the CIT Analyst.

• Submits material orders, supplies, repairs and equipment requests for SF general use printing resources.

• Will be assigned management of long-term tasks and pilot projects, based on skills, strengths, and overall team needs.

• Manages the Tech Office as a clean, welcoming walk in location to access tech support services.

ACADEMIC SUPPORT - 25%

• Along with the User Support Specialists, schedules and conducts lab orientations and training workshops for students and faculty.

• Provides Tier 2 support (and Tier 1 support as needed) for technology resources to all students and faculty at the college

• Performs advanced level troubleshooting, including problems not previously experienced in solving.

• Provides professional, detailed written responses to users seeking assistance as well as to colleagues in collaborative troubleshooting.

• Instructional resource; assists staff and students in use of materials and assists with technical problems for general use printing resources.

• Oversees maintenance, operation, front-line user support, training and troubleshooting for students and faculty on their use of general use 2D printing and scanning devices.

• Collaborates with other members of Technology Services, faculty, Studio and Program Managers to provide an information technology environment that meets the instructional needs of students and faculty.

• BA/BS degree and/or equivalent work experience required.

• Demonstrated ability to recruit and manage multiple staff.

• Minimum 3 years of experience managing computing spaces, preferably in a higher education environment.

• Expert knowledge of Mac OS X, including Apple hardware and systems.

• Experience using and supporting MS Windows. Prior leadership experience

• Ability to articulate clear advice, support, and instructions via verbal and written communications and delegate time-sensitive tasks.

• Familiarity with Mobile Device Management tools such as Jamf or similar

• Familiarity with the use of ticketing systems such as Teamwork Desk or similar

• A high level of patience, especially in dealing with high-pressure situations. Ability to assist students, staff, and faculty with limited or no prior computing experience.

• Ability to interact effectively and tactfully with members of the college community.

• Ability to learn new and evolving technologies quickly, and to troubleshoot problems successfully in a wide range of situations.

• Able to maintain a team-oriented, collaborative attitude at all times.