Salary: Depends on Qualifications
Job_Type: Full Time
Job_Number: 02454
Location: Main Campus
Division: IT

General Summary

Provide support, troubleshooting and training regarding end-user software, hardware and network inquiries to assigned division/departments or building and staff. Provide support on a wide range of applications including Microsoft and Macintosh operating systems, Microsoft Office, and other products commonly found in a university environment.

Provide technical support for divisional/departmental business applications and services, including the evaluation, implementation and administration. Ensure the availability, integrity and reliability of mission critical business applications that typically serves the entire campus.

Coordinate technology across various functional units and the Division of Information Technology (I.T.). Provide liaison role with the Division of Information Technology.

Principal Duties and Responsibilities

Provide software and hardware technical assistance to assigned division.

Install, configure, maintain and troubleshoot a wide range of software used throughout the Division. Perform software upgrades to existing computer equipment as needed.

Install, configure, maintain and troubleshoot PC and Macintosh hardware and peripherals

Provide technical evaluation of user needs, systems, and new technology in order to recommend system and/or procedural changes, and coordinate the purchase of new equipment and/or software.

Maintain and update documentation such as computer inventory, licensing, etc.

As an extended member of the I.T. Help Desk team, receive, log and respond to service requests received from user phone calls, e-mail messages, or walk-in appointments. Investigate reported incidents and identify resolutions. When appropriate, escalate issues to senior technicians within I.T.

Serve as liaison between end-users and I.T. resources and staff. May serve as a liaison between Division of Communications regarding website maintenance, upkeep and standards.

Recognize and report problems relative to computer systems and operating procedures.

Assist in the development of newsletter, manuals, training, web pages, and other information.

Keep up-to-date on Help Desk, I.T., and EMU policies and procedures.

Maintain up-to-date expertise in the operations and application of University standard computer software and a working knowledge of a wide variety of commonly used hardware and software.

Coordinate and/or lead project teams.

Manage business applications and services effectively using available resources, recommending upgrades or application changes as necessary.

Maintain business applications to ensure minimal downtime and loss of productivity and service. Work with vendors, as necessary, to provide resolution to business application problems in a timely manner.

Coordinate with functional offices and I.T. concerning development and integration of business applications.

Administer security within divisional business applications to satisfy University requirements for access.

Develop procedures and documentation for business applications and services to ensure ongoing efficient operations. Assist with the development of training programs as requested.

Prepare and develop department/division reports, as requested.

Provide guidance to junior staff members and student employees.

Perform other duties as required.

Qualifications

Position requires a Bachelor degree in a computer related field plus three years relevant experience; or the combination of education and experience that enable the performance of all aspects of the position.

Previous project coordinator or leadership experience preferred.

Basic technical knowledge including the techniques and procedures required to provide software, hardware and network support for multiple users is required. Must understand the installation, configuration and troubleshooting process for software, hardware, end-user networking and peripheral equipment.

Ability to make decisions on imperfect information is necessary.

Must have excellent customer service and interpersonal skills demonstrated both over the phone and face-to-face. Must be able to effectively communicate technical information to non-technical customers verbally, in writing, and in training presentations to groups or individuals.

Excellent problem solving skills are necessary.

Knowledge and/or applied skills and abilities in systems integration including business applications and databases are necessary.

Knowledge and applied skills and abilities in SQL, report writing and scripting in Windows are necessary.

Knowledge and applied skills and abilities in SQL, report writing and scripting in Unix are preferred.

Knowledge and applied skills and abilities in troubleshooting business applications and services in Windows environments are necessary.

Knowledge and applied skills and abilities in troubleshooting business applications and services in UNIX environments are preferred.

Requires ordinary ambulatory skills sufficient to visit other locations such as the ability to stand, walk, bend, and manipulate (lift, carry, move) light to medium weights of 10-50 pounds.

Requires good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, network cabling, operate equipment and read technical information.

Supplemental Information

ECLS: PE
GRADE: 09

Eastern Michigan University offers a competitive salary and comprehensive benefits package including health, dental and vision insurance; a TIAA-CREF retirement plan with employer contributions; an outstanding vacation and time off policy; a tuition waiver program and much more.

Click here to view highlights of the University's total rewards program.

For specific information by employment classification, click here to review the Benefits in Brief information.

Notice of Availability of the Annual Security Report and Annual Fire Safety Report

The Annual Security Report and Annual Fire Safety Report is available online
at: https://www.emich.edu/police/documents/current_yearly_crime_stats.pdf

The report contains information regarding campus safety and security including topics such as: campus law enforcement authority; crime reporting policies; campus alerts (Timely Warnings and Emergency Notifications); fire safety policies and procedures; programs to prevent dating violence, domestic violence, sexual assault and stalking; the procedures the University will follow when one of these crimes is reported; and other matters of importance related to security on campus. The report also contains information about crime statistics for the three most recent calendar years concerning reported crimes that occurred on campus; in On-Campus Student Housing Facilities; in Noncampus buildings or property owned or controlled by the University or a recognized student organization; and on public property within, or immediately adjacent to and accessible from, the campus. The report also contains fire statistics for any fires occurring in an On-Campus Student Housing Facility during the three most recent calendar years.

If you would like to receive a paper copy of the Annual Security Report and Annual Fire Safety Report, you can stop by the Department of Public Safety at 1200 Oakwood St. or you can request that a copy be mailed to you by calling 734-487-0892 or emailing dps_questions@emich.edu.

* 01

Do you have a Bachelor degree in a computer related field plus three years relevant experience; or the combination of education and experience that enable the performance of all aspects of the position?

• Yes
• No

* 02

Do you have basic technical knowledge including the techniques and procedures required to provide software, hardware and network support for multiple users?

• Yes
• No

* 03

Do you understand the installation, configuration and troubleshooting process for software, hardware, end-user networking and peripheral equipment?

• Yes
• No

* 04

Do you have the ability to make decisions on imperfect information?

• Yes
• No

* 05

Do you have excellent customer service and interpersonal skills demonstrated both over the phone and face-to-face?

• Yes
• No

* 06

Are you able to effectively communicate technical information to non-technical customers verbally, in writing, and in training presentations to groups or individuals?

• Yes
• No

* 07

Do you have excellent problem solving skills?

• Yes
• No

* 08

Do you have knowledge and/or applied skills and abilities in systems integration including business applications and databases?

• Yes
• No

* 09

Do you have knowledge and applied skills and abilities in SQL, report writing and scripting in Windows?

• Yes
• No

* 10

Do you have knowledge and applied skills and abilities in troubleshooting business applications and services in Windows environments?

• Yes
• No

* 11

Do you have ordinary ambulatory skills sufficient to visit other locations such as the ability to stand, walk, bend, and manipulate (lift, carry, move) light to medium weights of 10-50 pounds?

• Yes
• No

* 12

Do you have good hand-eye coordination, arm, hand and finger dexterity, including ability to grasp, and visual acuity to use a keyboard, network cabling, operate equipment and read technical information?

• Yes
• No

* Required Question

PI138537772