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User Services Coordinator

Employer: Northern Wyoming Community College District
Location: Sheridan

Institution Type: Four-Year Institution

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Position Details

POSITION REQUIREMENTS

Job Title User Services CoordinatorDepartmentInformation Technology ServicesLocationSheridanPosting CategoryStaffDesired Start DateHiring Range$16.39 - $20.49Full Salary Range$16.39 - $24.59Benefits Summary

•Employer paid retirement plan (17.37%
employer paid; .25% employee paid)
•Group Health, Dental and Life
Insurance, including Flex Benefits
•20 days paid annual leave
•Four days per year paid personal leave
•16 paid holidays per year
•Paid medical, emergency and
bereavement leave
•Employee and family tuition waivers
•Three free meals per week in modern
campus dining facility
•Free easy-access parking
•Collaborative work environment
•Onsite fitness center and walking track
•Verizon, Microsoft, Dell and HP
employee discounts
•Professional development

Months Worked Annually12 monthsTypical Work Schedule

Generally, Mon. – Fri., 8 am to 5 pm

Position Information

Posting Number 20150473PJob Posting Date03/25/2020Initial Review DateOpen Until FilledYesJob Summary

The User Services Coordinator is responsible for coordinating and providing technical support activities for users throughout the institution; work under the general supervision of the Assistance Vice President for ITS and CIO. Work with the Assistant Vice President for ITS and CIO to coordinate license renewals, contract tracking/management and vendor relationships. Performs necessary analysis to identify required services and training; provides and/or coordinates training for the institutions users; acts as a user advocate within the department to resolve reported incidents; administers the helpdesk system and ensures that all necessary information is captured; communicate and respond in a manner to ensure a high degree of customer satisfaction; provides first level support for department operations through face to face, electronic and telephone communications; assign, track and manage technology problems reported by users; including troubleshooting network, server, connectivity, software, hardware, peripherals, web based applications and telecommunications issues; provides information about appropriate computer and software usage and services; maintain department records and documentation.

SUPPLEMENTAL FUNCTIONS:

•Order and maintain inventory of computer related materials/supplies.
•Assist with departmental procedures and interpretation of policy.
•Evaluate and assess department needs; recommend or develop improvements to department/user relations
•Supervise and assist student technical staff who are assigned to assist in supporting departments or services under area of responsibility.

Reports ToAssistant Vice President for ITS and CIOEducation/Qualifications

Associate degree or equivalent experience required

Knowledge, Skills & Abilities

•Excellent customer service, customer handling and support techniques.
•Current Windows operating systems familiarity
•Current Microsoft Office 365 products and services familiarity
•Operation of popular software packages, utility programs, and service aids.
•Train and support end users regarding the institution’s LMS
•Basic and routine principles, methods, and techniques of computer systems and operations of the specific applications in use (or planned) for the institution.
•Basic and routine computer and/or telecom hardware configurations and capabilities.
•A wide variety of computer software, hardware and peripherals.
•Basic LAN systems.
•Provide exceptional organization, interpersonal and communication skills.
•Troubleshoot and resolve basic and routine computer operations, common software problems and user network connectivity issues.
•Communicate technical information clearly and concisely in both written and oral form.
•Establish effective working relationships with users, operators, programmers, vendors, and supervisors.
•Install, maintain, and configure basic and routine software, hardware and peripherals.
•Design basic and routine queries and reports.
•Design and deliver user training.
•Meet demanding timelines.

Working Conditions/Physical Requirements

•Lift and move 50 pounds from floor to desktop as well as desktop to floor.
•No major sources of discomfort, standard office environment.
•Regular exposure to video terminal display.

About Northern Wyoming Community College District

Sheridan College is located in historic Sheridan, WY at the foot of the beautiful Big Horn Mountains, minutes away from a variety of outdoor recreational activities. Sheridan is ranked “America’s Top Western Town” by True West magazine and is a vibrant community. Sheridan College is a vital component in the community.

Gillette College is located in Gillette, WY, the county seat of Campbell County. Located midway between the Big Horn Mountains to the West and the Black Hills of South Dakota to the east. Gillette is a growing, family-friendly community and enjoys a very strong economy due to energy-related industries located there.

NWCCD also includes a small campus site in Buffalo, WY.

Experience

•Three years of customer service in a large-scale environment required
•Three years’ experience maintaining documentation, inventory or equivalent office management experience required
•One year supporting computer systems in a large-scale network environment; required

Special Instructions to Applicants

Transcripts will be required and may be attached to your online application documents under “Transcripts” and for additional space, under “Other Documents” or emailed to: HR@sheridan.edu.

Letters of recommendation are highly recommended and can be attached to your online application documents (up to three letters), or may be sent to Human Resources at HR@sheridan.edu.

Job Duties