Technical Services Coordinator
Hobart William Smith Colleges

Location: Geneva, NY
Open Date: Jul 15, 2024

Description
The Technical Service Coordinator will be a hands-on member of the technical support team responsible for technical service onboarding and off boarding, service management, SLA management for both external and internal customers, technical documentation and knowledge base management, project management, service catalog maintenance, and manage Security related incidents as they arise. This position requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills. This position will manage several enterprise level services and will work closely with all members of the IT Services team to verify ongoing success and sustainability. Using effective communication, technical, and analytical skills the Technical Service Coordinator manages projects, provides technical support as needed including maintenance and upgrading of resources. In keeping with Hobart and William Smith Colleges community standards, the Technical Service Coordinator develops and maintains positive working relationships with all HWS Constituents.

Essential Responsibilities:

Responsible for supporting onboarding and off boarding of new technologies and/or services by working closely with all members of the IT Services team.

Responsible for project management and project management support for technical projects that can span across the institution, will work closely with IT Services team members to help plan and implement.

Responsible for the service management of several enterprise level systems as well as to provide support as needed for other technical services.

Will stand as the endpoint services and technology Security SME for User Services and Technical Support team. Responsible for coordinating team response and activities for Security incidents and services and will program manage Information Security initiatives related to Endpoint devices.

Manages desktop and mobile device endpoint security including staying abreast of desktop and mobile device security, including assisting in the management of malware prevention systems including making recommendations for configurations to protect the institution.

Responsible for the maintenance of data repositories for technical, knowledge base and service catalog.

Assist with the analysis of trends, evaluates effectiveness of policies and procedures for problem resolution and provides operational recommendations.

Maintain an awareness of emerging, technologies, trends and advances in the profession.

Expected to support other technical staff and services as needed.

Participates in cross-functional projects at a departmental level.

Represents Colleges and the department as a principal contact for community members, vendors, contractors, and the public.

Strengthen digital literacy skills through education and the application of digital technologies to effectively engage in information gathering, utilization, and data management while promoting a security culture.

Must complete all required federal, state, institutional, and department trainings.

Engages in a planned program of professional development. Continually maintains skills and knowledge relative to the position and technology industry, including best practices, evolving operational requirements, and industry trends.

Demonstrate an awareness of and sensitivity to unique social, cultural, and economic circumstances.

Demonstrate knowledge of the Colleges' educational philosophy and mission.

Other duties and project work as assigned.

OTHER INFORMATION: This is a full-time, 12-month, benefits-eligible administrative position. Work hours are 8:30 a.m. to 5:00 p.m. during the academic year, with a possible shortened workweek during the scheduled summer hours. Some on-call hours required. Some weekend and evening hours may be necessary. This position description is not all-inclusive as other tasks or responsibilities may be assigned. Pay rate range is $17.95/hr - $25.65/hr.


Qualifications

• Bachelor's Degree plus a minimum of 4 years technology support experience, or the equivalent combination of experience, education and training.
• A and Security certification strongly preferred, will be expected to acquire within six months of hire.
• Knowledge of IT Service Management principles (ITIL) strongly preferred, will be expected to acquire base understanding within six months of hire.
• Must work well under pressure and have excellent customer service skills, including the ability to communicate technical processes to non-technical individuals.

About HWS

A liberal arts and sciences institution, Hobart and William Smith is known for consistent success in preparing students for meaningful lives and fulfilling careers through an outcomes-based focus on their futures. Our nationally ranked faculty are accessible teachers and scholars known for the impact of their research and distinguished by the depth of their mentorship. World challenges are studied in the classroom where critical thinking, problem-solving, and communication skills are honed. In the field, knowledge turns into discovery. In office hours, plans are carefully crafted to tie interests and talents to an academic path that motivates beyond graduation.

Our location in the heart of the Finger Lakes allows faculty, staff and students to live and work collaboratively on the banks of a resource-rich lake. Student-athletes play for 30 varsity teams boasting 24 national titles, including the 2023 and 2024 NCAA DIII Men's Ice Hockey Championships. With three graduate programs, students can build on their undergraduate degree with a Master of Arts in Higher Education Leadership, Master of Arts in Teaching, or a Master of Science in Management. Together, the experiences and mentorship at HWS prepare students to lead lives of consequence.



Application Instructions


For more information and to apply, visit https://apply.interfolio.com/149840

The Colleges are an equal employment opportunity employer and prohibit discrimination and harassment in their programs and activities against employees or applicants based on race (including traits historically associated with race, such as hair texture and protective hairstyles), color, religion, creed, national origin, ancestry, sex (including pregnancy, childbirth, or related medical conditions), gender, gender identity or expression, age, sexual orientation, physical or mental disability, citizenship, genetic information or predisposing genetic characteristics, marital status, familial status, domestic violence victim status, caregiver status, military status, including past, current, or prospective service in the uniformed services, social class, or any other category or characteristic protected by applicable law.










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About Hobart and William Smith Colleges

Hobart and William Smith Colleges are a future-focused liberal arts and sciences institution led by a faculty of accessible teacher/scholars known for the impact of their research and distinguished by the depth of their mentorship. Founded as two institutions - Hobart for men and William Smith for women - today's Colleges enjoy the exponential benefits of shared resources and combined spirit. Both maintain their own traditions, deans and athletic programs but together share a single administration, faculty, campus and curriculum. Located in Geneva, N.Y., a small, diverse city in the Finger Lakes Region of New York, the Colleges have an enrollment of approximately 1,800 students, and offer undergraduate, pre-professional and graduate programs. Students complement broad, interdisciplinary study with hands-on learning experiences made possible by a constellation of centers for experience, action and thought.

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