Posted in Information Technology 30+ days ago.
Type: Full-Time
Reports to: Campus President
Accountabilities |
Performance Measures |
Issue Resolution · Actively address and resolve technical and usability issues experienced by the Staff and Students. · Adhere to OLA and SLA metrics defined in the Incident Management process. · Adhere to the Incident Management process, defined by Tulsa Welding Schools. · Frequently communicate with Staff and Students on status, next steps and resolution of open tickets. · Procure, Install and configure new equipment and services to Campus |
1) Time to resolution. 2) SLA Adherence
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Incident Prevention · Identify recurring incidents, determine root cause and advise resolution to IT Team · Ensure technologies are operational and optimized for expected use by Campus Staff and Students · Proactively address and resolve concerns that could lead to potential incidents. · On-board and off board employees and students in a timely, seamless manner · Support the course readiness process by ensuring Staff and Students have access to their courses and content. |
1) # of recurring incidents
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Communications · Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution. · Develop and conduct training associated with newly developed and deployed functionality. · Participate in the deployment of new systems through testing, training and supporting adoption. · Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns. |
1) Survey Results 2) QA Review = > 85%
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Availability · Ability to work a flexible schedule to ensure availability to support Staff, Students and Faculty when they need it. |
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Service Improvement · Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents. · Participate in Campus initiatives and projects designed to improve academic delivery. |
1) Overall reduction in incident trend for that campus
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Reputation · Operate and contribute to a Customer Service-minded perception of IT. |
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Operating environment: High paced environment, diverse in both tasks and projects. Constant communication on where resolution to issues stand. Must be able to lift approx. 50lbs short distances, climb up on a ladder to reach equipment installed on wall or on ceiling. Must be able to be proactive in troubleshooting to ensure problems are resolved in advance of instruction. |
Dimensions: Support Customer Service
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Skills: · Service-oriented · Professionalism · High touch · Polished demeanour and communications · Problem Solving - Troubleshooting |
Education and Experience: · A Technical degree or certification desired. Bachelors of Science in Technical or Engineering discipline, preferred. · Must be service-oriented with a natural inclination to improve the campus environment. · Proven IT field service experience, supporting 50 - 250+ users. · Strong ability to troubleshoot, test, repair and service technical equipment · Experience supporting SIS, LMS, CRM and learning components desired. · Must have very strong background in desktop support · Ability to work flexible shifts and to adapt to changing work schedules · 2-3 years’ experience supporting higher education users. |
Behavioural Competencies: · Results Orientation · Customer Focus · Situational Adaptability · Action Oriented · Decision Quality · Optimizes Work Processes |
https://stratatech.com/privacy-policy/.
https://www.tws.edu/wp-content/uploads/tws-jacksonville-annual-security-report.pdf
See job description
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