Director, Information Technology
Erie County Community College of PA

Job Info

---

Director, Information TechnologyPosting Date: September 2022 Application Due: Open Until Filled Primary Location: Erie, PA - In-person, not remote Position Start Date: As soon as possible after filled Reports To: Director, Information Technology

Salary Range: $70-90k, depending on experience

ABOUT ERIE COUNTY COMMUNITY COLLEGE OF PENNSYLVANIA Erie County Community College of PA (EC3PA), America's newest community college, is a comprehensive community college located in northwest Pennsylvania currently offering various Associate degrees and Certificates. EC3PA is focused on enhancing the county's economic condition by increasing educational opportunities for the diverse population in Erie County. POSITION SUMMARY The IT Director role is to own user-generated IT Incidents and requests from intake to resolution, as assigned in the IT service management software. This is a 100% cloud environment, and this role is onsite for four campuses and various sites within the EC3 system.
The technician will be responsible for both the cloud environment as well as the lab environments. Integration of cloud-based applications will be a critical function of this role.ESSENTIAL DUTIES (This list is meant to be representative and not exhaustive in nature. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.)

Leadership Responsibilities:

• Provides guidance and leadership for composition of digital policies, processes, and procedures based on the mission, educational philosophy, and goals of the college.
• Provides leadership for developing, implementing, and maintaining an efficient workflow to support digital communications.
• Supervises, trains, schedules, and evaluates all direct reports to ensure ongoing knowledge and customer satisfaction for all team members.
• Identifies opportunities to improve business and operations processes, making recommendations for changes.

Campus-Wide Technical Responsibilities:

• Integrates cloud SW applications, such as Microsoft 365, Azure, Blackboard, and Workday.
• Makes technical decisions at the operational level based on defined processes and industry best practices.
• Monitors and responds based on priority to IT Incidents. Requests received may involve hardware, software, telephony, mobile devices, and applications.
• When individual incidents rise to a recurring or systemic level, creates, and documents problem records and escalates to the appropriate individual.
• Documents meaningful notes and details for resolutions in IT documentation, incidents, requests, and problems. Writes and documents technical solutions for later use/reference.

End User & Customer Service Responsibilities:

Provides the single point of contact for communications with the end-user related to IT incidents, requests, or problems. Communicates proactively to ensure the end user is aware of status and next steps.Identifies and escalates situations requiring urgent attention.Provides exceptional customer service through courteous, prompt, and accurate communication. Uses customer service soft skills to address upset customers and remediates complaints.Provides support for employee onboarding/transfer/offboarding, as it relates to telephone and IT equipment setup, delivery, and retrieval.Coordinates customer service and customer satisfaction by prioritizing and addressing key customer needs.Performs needs analysis with users for continuous improvement of services. Tracks, reports, and maintains records of participation, customer satisfaction, and other measurements to ensure continuous improvement of ServiceDesk support and training services. Coordinates the design and delivery of technical training in support of large scale ITS applications deployment

Infrastructure & Operations Responsibilities:

Orders and deploys approved accessories and equipment as needed for sites within scope of assigned responsibility.Manages, supports, and maintains the College's technology and systems health and maintenance efforts, including printers, workstations, SCCM client, windows updates, Active Directory computer and user, etc.Supports business infrastructure as required; to include service line activities, projects, and tasks to maintain site servers, network equipment, phone system, etc.Participates, as needed, in site projects adhering to IT policies, procedures, and best practices.Supports and maintains site asset management processes.Assists in supporting the IT team action plan.Assists coordinating service line related data collection.Develops standards, protocols, and procedures for Service Desk operations. Incorporates research-based teaching and learning theory in the development of all training and professional development activities.Supervises ITS communications strategies including formulating announcements and notifications regarding planned outages and technology changes.

Other duties as assigned

SKILLS AND ABILITIES

Customer service mindset. Ability to identify trends, risks, and challenges to help drive better user experiences.Must be self-motivated and must exercise sound, independent judgment in a dynamic environment.Ability and discipline to follow standards, procedures, checklists, and design documents.Detail-oriented with the ability to work independently/self-starter.

Strong ability to interact and communicate clearly and precisely (verbally and written) on a professional and respectful basis with EC3 staff, students, and the public.

Excellent organizational and time-management skills. Attention to detail.

Ability to perform well in a fast-paced environment, prioritizing as changing needs arise, yet being sensitive towards critical deadlines.

Problem-solving skills, providing alternative solutions to challenges.

Flexibility, discretion, confidentiality, and diplomacy.
• Lifelong learner, staying current with system information, changes, and updates.

REQUIREMENTS

Bachelor's Degree in Information Technology, Computer Science, or related field and a minimum of 7 years related work experienceMinimum 3 years of direct end user support experience, including Microsoft Windows & Microsoft 365, PC Hardware, LAN/Wi-Fi Networks, mobile devices, Office applications, and remote user support.Experience working with third party vendors and integrations.

PREFERRED QUALIFICATIONS

Experience leading an IT implementation.Experience working in a higher education setting.Knowledge and/or experience with Azure, Blackboard, and WorkdayExperience with start-up/new set up and onboarding in new locations (switching, networking, server, firewall, etc.)Experience with ConnectWise, Great Plains or other incident management software. Experienced to expert knowledge of the support process for the main technologies in our environment, including Windows 10, Office 365, Active Directory, PC/Laptop hardware, mobile devices, PC imaging.Basic understanding of scripting technologies such as Office macros, PowerShell, Windows Scripting Host.

PHYSICAL DEMANDS OF POSITION (The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

While performing the duties of this job, the employee is regularly required to stand and walk, use hands to finger, handle, or feel; reach with hands and arms, and talk or hear. The employee must regularly sit at a desk and use a computer with monitors.

Specific vision abilities required by this job include close vision, ability to adjust focus, and arm's length vision acuity.

Occasional lifting or moving of up to 30 pounds.

The work environment is of a typical office environment, moderate noise.

Occasionally sitting in a moving vehicle as the position may require driving between campuses and sites.

EEO Statement: Erie County Community College is committed to and affirms a policy of equal employment opportunity to all applicants, employees, and students without regard to race, color, religion, sex, sexual orientation, age, national or ethnic origin, disability, genetic information, gender identification, status as a disabled or Vietnam era veteran, or any other legally protected characteristic and to provide each and every individual with the ability to work in a safe, productive and professional work environment that is free from discriminatory practices.

Submit Application

This job has expired.