Technology Support Coordinator

Position will remain open until filled; however, for full consideration, apply by May 16, 2018.

We seek candidates with a commitment to working effectively with students, faculty and staff from diverse background.

Please complete the online application and attach required documents. Required documents include a detailed cover letter, resume, and a list of at least three (3) professional references with current contact details, including email addresses.

The Office of Information Technology (OIT) is seeking a Technology Support Coordinator to assist with the daily operations of the IT Service Desk and develop, mentor, and manage our team of student IT support agents. This position is part of the IT Service Desk that provides technology support to OHIO students, faculty, and staff and is responsible for applying in-depth technical knowledge to solve problems and promote a positive customer experience. If you have a strong aptitude for technology, enjoy mentoring others and solving complex problems, and thrive in a fast paced, rapidly evolving technology environment, please consider applying.

Duties include:
● Oversees a team of 30+ student IT support agents that perform a variety of technical and administrative activities in support of IT services.
● Responsible for organizing and assigning work to the team and for workforce management including scheduling, recruiting, hiring, and training of student employees.
● Provide operational support for the contact center by serving as an escalation point for complex problems and ensuring incoming incidents and requests are triaged and routed appropriately.
● Assess customer needs, recommend appropriate solutions or services, and engage other technical staff as needed to resolve issues.
● Assist in organizing and creating documentation and support resources for a variety of IT Service Desk functions, consulting with subject matter experts to carry out tasks and activities.

● Bachelor’s degree or equivalent combination of education and work experience; 1-2 years of experience in a related field.
● Ability to issue clear, concise, and accurate written and oral communications that are audience appropriate.
● Experience working in a team-focused environment. Demonstrated ability to work closely with others across functional boundaries and varying experience levels.

• 1 year of supervisory or managerial experience
• Applied knowledge of ITIL concepts and practices
• Experience with IT Service Management tools (ServiceNow, Footprints, Remedy, etc)
● Strong technical aptitude and ability to learn new technologies and tools quickly; ability to move forward in ambiguous situations that require new skills and practices

$39,000 – $45,000 annual salary depending on candidate’s experience and qualification. Employees also enjoy a generous benefits package including health benefits, paid time off, and education benefits for employees and qualified dependents.