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Coordinator of Technology Training

Mills College, CA
Job Level
Mid-level position
Post Date
10/17/2018
Job Category
Coordinator
Sector
  • Instructional Technology
Job Status
Areas of Responsibility
  • Training
Link to Job Posting

Located in Oakland, California, in the heart of the San Francisco Bay Area, Mills College is a liberal arts college for women and gender non-binary students, with graduate programs for all genders. Consistently ranked one of the top master's universities and one of the best value colleges in the West by U.S. News & World Report, Mills also has been named one of the Best Colleges in the nation by The Princeton Review. The Mills experience is distinguished by small, interactive classes, one-on-one attention from exceptional faculty, a culture of creative experimentation, and cutting-edge interdisciplinary learning opportunities which empower students to make a statement in their careers and communities. As one of the most diverse liberal arts colleges in the country, we have a strong record of academic success with first-generation students, students of color, Latinx students, LGBTQ students, and other underrepresented students. Mills College has recently become a Hispanic Serving Institution. Applicants with expertise and experience in supporting and promoting success for Latina/o students are encouraged to apply.

Mills College encourages diversity in hiring and particularly welcomes applications and nominations from women, gender non-binary individuals, and minorities. Mills College seeks to recruit and retain a diverse workforce as a reflection of our commitment to equity, inclusion, and social justice and our desire to maintain the excellence of our faculty. In so doing, we offer our students not only the opportunity to learn about varied disciplines but to engage with diverse perspectives and ways of knowing and learning. For more information, please visit www.mills.edu.

Job Description:

Under the direction of the Manager of Technology Training, a Coordinator of Technology Training will co-manage the ITS helpdesk and train faculty and staff in conjunction with peer Coordinator. Assistance to the Mills community covers a broad range of computer/mobile resources, applications, and services, Mills accounts and resources, as well as general computer use while supporting the ITS department staff and participating in ITS initiatives and projects. This position advances some of the goals set out in the Mills Strategic Plan by ensuring that faculty, staff, and students have access to reliable assistance with computing resources for performing the work of the college.

Essential Job Functions:

  • During assigned hours, to be split with peer Coordinator, occupy and operate the Helpdesk station.

  • Respond to user requests and questions in person, over the phone, through email, and via computer remote control, providing tier 1 and 2 support on a broad range of computer applications and services, Mills accounts and resources, and general computer use.

  • Co-maintain the Helpdesk application/ticketing system.

  • Co-manage Helpdesk tickets, workflow and overall ITS staff usage.

  • Provide a wide range of in-depth training assistance to faculty, staff, and students.

  • Create and develop training materials and programs to support new and updated technology introduced to the Mills community by ITS, while focusing on faculty and staff needs.  

  • Develop and establish training programs in the use of software applications and general computer use including, but not limited to, the Mills standard email service, Microsoft Office programs (Word, Excel & PowerPoint), and adherence to Mills ITS policies and procedures. Teach above programs in classroom settings, for both small and medium-sized groups, on a recurring basis.  

  • Perform training sessions in one-to-one coaching situations on Mills standard computing equipment, applications, and processes.   

  • Provide IT orientations for new employees, either one-to-one or in a group, to establish familiarity with Mills accounts, services, and policies. Coordinate with Manager for high-level employees.

  • Provide account assistance to guests of the college, including account creation, claiming, and wireless access.

  • Participate in new student orientations and activities, representing ITS, providing technology resources.

  • Coordinate the development of the ITS webpages on the Mills College website and campus Intranet, working with the other ITS teams to ensure current and relevant information.

  • Develop and maintain Training team webpages and resources on the Mills College website and campus Intranet.

  • Supervise student workers, including but not limited to, employment processing, scheduling, communications, and training, in coordination with the Manager of Technology Training and the Desktop team.

  • Assist in IT purchasing for ITS and the greater Mills community, including quoting/price comparisons, order processing, receiving/delivery, and paperwork.

  • Assist the Manager of Technology Training in maintaining purchasing database and vendor relationships.

  • Communicate regularly with the Manager of Technology Training regarding the status of current project initiatives; obtain guidance and approval as required to advance initiatives.

  • Collaborate with peer Coordinator on work directly assigned by the Manager of Technology Training.

Additional Duties and Responsibilities:

  • Maintain documentation for helpdesk duties as well as shared Coordinator and greater Training Team tasks

  • Provide community data support, including data storage training for faculty and staff.

  • Assist faculty and staff with setup and use of mobile computing devices provided through Mills.

  • Create and maintain ITS communications, including but not limited to newsletters, forum posts and handouts for community outreach and orientations.

  • Coordinate, administer, maintain, troubleshoot, repair, document, and upgrade helpdesk/training server products and coordinate support with vendors.

  • Research and recommend technology products and approaches to current and introduced technology on campus.

  • Assist with reviewing, evaluating, and recommending solutions for hardware and software acquisitions.

  • Participate in Training team project planning and review.

  • Participate in project planning and review with the other ITS teams and the greater Mills community.

  • Have an understanding of the Manager of Technology Training essential job functions and additional duties and responsibilities in order to back up the Manager during planned and unplanned staffing outages.

  • Maintain a broad knowledge of state-of-the-art technology, equipment, and/or systems, participating in professional development activities as appropriate.

  • Perform related duties as needed.

Requirements:

Knowledge of:

  • Apple Macintosh and Windows PC operating systems.

  • Mobile device operating system settings for network connectivity.

  • A wide range of computer applications including Microsoft Office (Word, Excel and PowerPoint) as well as cloud-based resources.

  • Desktop computer hardware and software installation and troubleshooting strategies.

  • Computer network concepts and related equipment including network routers, wireless access points, hubs, and basic network cabling.

  • Preparation of written reports and correspondence.

  • Documentation creation/maintenance.

  • Technology training programs.

  • Safety policies, practices, procedures and requirements of the department, College, and Illness & Injury Prevention Plan.

Skills and Abilities:

  • Interpersonal skills using tact, patience, and courtesy

  • Oral, written, and organizational skills.

  • Communicate technical information to non-technical personnel.

  • Communicate effectively in writing and orally.

  • Train and communicate with novice computer users in a non-judgmental and approachable manner.

  • Maintain high personal energy level and a positive attitude, especially during stressful situations.

  • Maintain complex records and be able to prepare complete and concise reports.

  • Identify training objectives and help formulate cohesive training programs.

  • Participate in the development of policies and engage in project planning and direction setting.

  • Prioritize and handle multiple projects requiring independent execution.

  • Understand and carry out oral and written directions; work under pressure and deadlines.

  • Maintain complex records and be able to prepare complete and concise reports.

  • Work independently by following established principles.

  • Establish and maintain effective and productive working relationships within a diverse and multicultural environment.

  • Establish and maintain an effective customer service orientation towards all persons contacted during the course of job performance

Education and Training:

  • Associate degree or

  • 1-2 years' experience in computer-related hardware, software, troubleshooting and repair.  

Physical, Mental, and Environmental Demands:

  • Work involves sitting/standing for long hours and using office equipment, while requiring attention to detail and high levels of accuracy.

  • A Coordinator will often spend long hours on the computer in order to execute essential job functions as well as additional duties and responsibilities.

  • Work occasionally requires bending to adjust or work with office equipment.

  • Work occasionally requires physical exertion such as lifting heavy objects over 50 pounds.

  • The ITS offices are located in a busy office area; a Coordinator should expect interruptions on a regular basis, meeting with a variety of people, and addressing multiple issues at once.

  • There are a number of deadlines associated with this position, as well as dealing with time-sensitive matters, which may cause significant stress.

Additional Information:

This is a full-time, non-exempt position with an FTE of 1.0. Salary is commensurate with experience and includes an excellent benefits package including medical/dental/vision/life/LTD insurance, 403(b) retirement plan with college-matching after 6 month qualifying period, 10 days of vacation for year one, 15 days of vacation for years 2-10, and 22 days of vacation years 10+ plus, 12 sick days and 10 paid holidays annually. Staff members also receive free admission to campus events, use of the pool, fitness center, and tennis courts. Tuition remission is also available after an introductory period. Voluntary benefits include: pet insurance, long-term care insurance, legal-assistance insurance, cellular provider discounts and computer hardware discounts.

Mills College does not permit discrimination based on pregnancy, childbirth or related medical conditions, race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, marital status, age, sex, sexual orientation, or gender identity. For more information on Mills' non-discrimination policy, please go to https://inside.mills.edu/administration/administrative_offices/policies/nondiscrimination.php.

Please note that all positions are subject to a background check.

Application Instructions:

To apply, please submit:

  • resume
  • cover letter 
  • contact information for three references
  • salary requirements and
  • writing samples

Review of applicants will begin immediately; applications will be accepted until the position is filled.