Arts & Sci IT Support Coordinator Specialist

Bachelor's degree in a related field or equivalent

• The individual in this position will serve as a technical lead in an area relevant to Franklin OIT support needs as well as manage workflows and delegate tasks within their support team. This position is also responsible for developing and maintaining relationships with key stakeholders (department or unit heads, business managers, directors) within supported units. Individuals in this position will need to interact with customers on the phone, electronically, and in-person. Some situations may take place in front of a classroom or auditorium setting.

• Excellent problem-solving and troubleshooting skills
• Experience supporting and maintaining standard desktop and laptop computers, peripherals, and operating systems
• Experience utilizing an endpoint management system (e.g. Ivanti, Spiceworks, JAMF, InTune)
• Experience developing and deploying desktop images using industry standard tools (e.g. PDQ, Ivanti, MDT, JAMF, SCCM, InTune; Franklin OIT utilizes PDQ, Ivanti, JAMF,and InTune)
• Experience with Active Directory, Azure AD/Entra
• Experience with endpoint protection platforms (Trend Micro ApexOne, Microsoft Defender Endpoint, or equivalent products)
• Knowledge of TCP/IP and experience troubleshooting wired and wireless networking.
• Familiarity with common productivity and security applications

• Meet agreed upon objectives and tasks for supported services
• Able to reliably meet and maintain a dependable work schedule during set hours
• Complete routine requests in a timely manner and by deadlines
• Create a seamless experience for clients
• Perform at a consistently high standard
• Participate in an annual performance development process
• Use data and critical thinking to make well-judged decisions that enhance processes
• Reliably and dependably participate regularly in helpdesk operations, M-F 8AM-5PM
• Working with team members to address gaps in coverage with supervisor input

• Set and meet realistic goals
• Effectively manage time and stay on-task
• Document interactions with clients and routine tasks in a ticketing system
• Maintain productivity by delegating tasks with junior team members as appropriate
• Proficiency in finding and applying knowledge and demonstrates learning agility to adapt to new information and situations
• Actively share and contribute insights with colleagues, leverages and contributes to university knowledge to support institutional goals
• With minimal supervisor input, work with the team to help identify ways to improve processes and productivity.

• Build and sustain positive, collaborative relationships with a diverse range of clients and coworkers
• Promote positive morale and serve as a positive representative of Franklin OIT
  
• Attend department and college activities
• Serve as an example for colleagues
• Demonstrate professionalism and clarity in written and verbal communications
• Demonstrate active listening skills to effectively understand and address concerns, utilize conflict management techniques to resolve disputes
• Interact and build relationships with departmental leadership under the tutoring of your supervisor

• Demonstrate personal accountability and avoid blaming others
• Participate in the usage and implementation of college wide tools and standards
• Contribute to projects and tasks which have a college wide scope
• Be available and proactive in assisting co-workers and clients during the work day
• Participate in a college-wide call center; provide assistance over the phone to clients across the college
• Train and develop junior team members
• Manage workflows and processes within assigned team and with junior team members
• Commitment to cooperation and teamwork, working collaboratively with colleagues to achieve common goals
• Maintain a service orientation by prioritizing the needs of others and delivering exceptional support
• With minimal supervisor oversight, evaluate and propose new ideas to improve teamwork and overall cohesive work efforts

• Demonstrate initiative in planning and organizing work within scope
• Participate in and facilitate decision making and problem solving
• Demonstrate alignment with Franklin OIT policies, and priorities
• Contribute to the development of standards and best practices
• Engage with other Arts & Sci IT Support Coordinators to explore new technologies, recommend alternative solutions, and provide feedback on strategic vision
• Demonstrate a commitment to inclusive excellence, foster trust and respect, effectively utilize institution resources, and exhibit a strong work ethic
• Plan and promote ideas for operational improvements that meet the target strategy of the organization and in alignment with your supervisor's guidance

• This position spends long periods of time sitting/standing at a desk
• This position will lift and move computer equipment independently or with assistance from colleagues
• This position will walk to meetings with clients in buildings that are geographically near each other and the individual's primary office

• Manage and delegate tasks for a client support hub to coordinate IT support in multiple Franklin units; function as a member of that team to facilitate support.
• Train and develop technical skills with junior team members and mentor them on Franklin OIT standards and policies.
• Understand and implement Franklin OIT standards and policies.
• Serve as a technical lead and specialize in an area relevant to Franklin OIT support needs.
• Respond to requests for service and engage in proactive computer support for units in Franklin College as assigned.
• Provide all aspects of support for desktop and laptop computers (Windows and MacOS) including security, networking, peripherals, hardware, and software.
• Deploy desktop computer images and collaborate with team members on image development and automation techniques.
• If authorized, perform some server-side tasks in collaboration with the Systems Management Team.
• Serve as a DNL (departmental network liaison) and maintain DHCP device records. Troubleshoot wired and wireless networking.
• Support scientific instruments attached to computers and provide limited support for research computing.
• Provide support for technology enhanced classrooms, computer labs, and videoconferencing individually and in front of an audience or classroom.
• Communicates and provides services effectively in person, over phone, through electronic means (e.g., ticketing and email), and possibly in front of a classroom audience.
• Maintains a regular and dependable working schedule in alignment with business hours.
• Make suggestions and provide plans for improvements and process efficiencies to leadership.

• Use a ticketing system to manage time and track requests; this position will participate in a college-level helpdesk.
• Develop documentation, presentations, and training materials for clients and other audiences.
• Review and evaluate team member helpdesk ticketing operations and phone use through reports and data-driven decision making to improve service within the supported scope of units and support staff. Coordinate operations within the support group.
• Participate in the helpdesk telephone and messaging systems as part.
• Consult with faculty and staff and recommend appropriate IT solutions; educate clients about information security risks and keep them informed about policies and practices in IT.
• Maintain positive working relationships with clients and colleagues and navigate complex situations or interactions.
• Assist with planning and problem solving; explore alternatives and recommend solutions.

• Contribute to the development of standards and best practices, collaborate with colleagues in Franklin OIT, and participate in OIT projects.
• Work with team members across Franklin to address coverage gaps.
• Help manage equipment life cycles, explore emerging technologies, and recommend solutions that help improve efficiency and effectiveness. Gather quotes and interact with vendors for support.
• Participate in and lead IT meetings at the department, college, and/or institutional level.

• Other duties as assigned