Information Services Coordinator - Information Services Desk (Circulation and IT Help Desk)

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Trinity College in Hartford, CT is seeking a dedicated and customer-focused individual for the position of Information Services Coordinator. This is a full-time position at the Information Services Desk, which is a combined library and IT help desk. The successful candidate ensures that members of the Trinity community receive seamless IT technical support and access to materials in the library’s collection (both Trinity’s and partner institutions) and receive fast and accurate answers to questions.

Reporting to the Director of Constituency Services, this entry level management position will involve working closely with Information Services staff, other college departments, as well as consortium partners to develop and maintain an outstanding customer service model at the primary service desk of the Information Services department.

The successful candidate will play a vital role in implementing new and innovative ways to serve the Trinity community. The incumbent will: exercise independent judgement to make decisions that may depart from standard procedures as needed; participate in evaluation of new work processes and tools; assess current services and needed improvements by analyzing data; and recommend new technology solutions as appropriate to the needs of the department. Daily responsibilities include participating in all services at a busy Desk operation, such as processing Information Services tickets; ensuring that phone, email, and web requests are appropriately handled; assisting clients with technology issues; circulating materials; managing and coordinating urgent and complicated support issues; basic oversight of building operations such as safety and cleanliness; responding to questions regarding IT and library services, policies, and procedures; making decisions regarding the reduction or cancellation of fines, fees, or blocks on patron accounts; registering new users; and coordinating resource sharing activities for books and articles.

The Information Services Coordinator will also be responsible for the hiring, training, scheduling, mentoring, supervising, and payroll of our student assistants. The incumbent will serve on Trinity and consortium committees as appropriate.

The ideal candidate will be:

• Friendly and outgoing with a positive and cooperative attitude

• Customer-service oriented, with proven customer service work experience 

• Experienced in managing a diverse staff

• Able to successfully work independently and as part of a team in a fast-paced environment

• Familiar with technology, especially in an academic environment, and comfortable troubleshooting issues with Mac OS and Windows computers, printers, applications, databases, and WIFI

• Knowledgeable about user experience (UX) principles

• Flexible with scheduling and able to work evenings and weekends

Bachelor’s Degree and IT, library or customer service experience, including supervision of staff, or an equivalent combination of experience and education.

This is a full time, full year, benefit eligible position. Salary will commensurate with the successful candidate’s experience and education.

Review of applications will begin mid-January.