Customer Support Center Coordinator - Central Connecticut State University : Job Details

Application Deadline

December 16, 2024

Full-Time Regular

201419

[C24-107]

Customer Support Center Coordinator

Information Technology

Central Connecticut State University invites applications for a full-time Customer Support Center Coordinator within the Client Support Services Team in the Information Technology Department.

The successful candidate will oversee and direct the daily operations of the Information Technology Service Desk.

As we celebrate 175 years of academic excellence and innovation, we invite you to be a part of our mission at CCSU. Explore the opportunity to make a meaningful impact in the lives of our students and the broader community, please visit CCSU to learn more CCSU.

Position Profile

The successful candidate will lead a team of dedicated professionals and student workers at the IT Customer Support Center, ensuring exceptional and unified user support service delivery. This role is integral to the overall IT team, focusing on enhancing user experience, developing best practice strategies, and maintaining industry standards.

The IT Customer Support Center, which provides phone and walk-in support, serves as the single point of contact for all supported software, hardware, and other IT services. The center operates Monday through Saturday, with hours extending until 8:00 p.m. on some days. Regular on-campus hours are Monday to Thursday from 10:00 a.m. to 6:00 p.m. and Friday from 8:00 a.m. to 4:00 p.m.

The incumbent may need to work on campus, including evenings and weekends, as required.

Minimum Qualifications

Education:

All Applicants must possess a bachelor's degree in Computer Science, Engineering, Information Systems, or a closely related field.

Experience and Training:

Applicants must have:

* Four (4) years' experience supporting networked microcomputers preferably at a college or university.

* Demonstrate operating system level knowledge of microcomputers, workstations, hardware, software installation, microcomputer application support, migration planning and implementation.

* Demonstrated experience in the diagnosis, repair and installation of microcomputers and associate software.

* Must be proficient in ITIL.

* Demonstrated experience in leading staff.

Credentials and/or experience substantially comparable to the above may be considered.

Knowledge, Skills and Abilities:

* Strong Communication, interpersonal, analytical, and customer service skills.

Ideal Candidate

Preference will be given to applicants with the following:

* Master's Degree in Computer Science, Engineering, Information Systems, or a closely related field

* Professional information technology experience supporting networked microcomputers such as laptops and desktops, mobile phones, notebooks, workstations, and embedded systems at a college or university.

To Apply

To begin the application process, select the Apply button and electronically submit the following documents by December 16, 2024.

* Letter of interest addressing the qualifications for this position.

* Current Rsum

* Names of three current professional references with title, email addresses and telephone numbers.

Incomplete or late applications will not be considered, emailed, and mailed applications will not be accepted. Please redact any personally identifiable information (i.e., Social Security Number, date of birth, marital status, country of origin) from any documents submitted.

Inquiries may be sent to Thomas Bohlke, Search Committee Chair, at [email protected].

Compensation and Employee Benefits

The Customer Support Center Coordinator is compensated at the Administrator IV salary level in accordance with the State University Organization of Administrative Faculty (SUOAF) Collective Bargaining Union Agreement. For more information, please visit the 2021-2025 SUOAF Collective Bargaining Union Agreement .

The State of Connecticut and Central Connecticut State University are proud to offer its employees competitive wages and a wide range of fringe benefits including voluntary and supplemental benefits.

Fringe benefits include: personal leave, sick leave, and vacation leave accruals; paid holidays; medical, dental, and prescription plans; group life insurance; retirement; retiree health care; tuition waiver for employee and eligible dependents at any of the Connecticut State Universities (Central, Eastern, Southern or Western); Professional Development, as well as an array of voluntary and supplemental benefits such as Deferred Retirement Contribution plans, Dependent Care Assistance and Medical Flexible spending accounts; long and short term disability insurance plans.

For more detailed information, please visit CCSU Human Resources.

As an affirmative action employer, Central Connecticut State University actively seeks and encourages applications from women, minorities, persons with disabilities, and individuals with protected veteran status. The University provides reasonable accommodations to qualified individuals with disabilities upon request.