Job Summary
The Department of Information Technology provides modern, reliable and integrated technology systems and services to support the mission of the College. IT Customer Support is the primary point of contact for CCRI computing and offers a wide range of services for students, faculty and staff including help desk, audiovisual support, event support and technology training. The Senior Information Technologist provides technology support to faculty, staff, students, and the college community in an efficient and accurate manner; offers help to end-users by providing direct assistance, information, documentation, training and personalized expert support; and coordinates escalation and problem resolution in collaboration with other Information Technology professionals Duties and Responsibilities Commitment to CCRI’s Mission :
- Demonstrate a commitment to the philosophy and mission of a comprehensive community college
- Work collaboratively with others and provide quality customer service in a diverse and inclusive student-centered environment with students of various learning styles, cultures, identities, and life-experiences
Customer Service :
Provide excellent customer service, user support and automated help desk assistanceMonitor the Help Desk tracking system to ensure that end-user service requests are answered in a timely fashion and / or assigned to an appropriate staff memberCoordinate escalation and problem resolution in collaboration with other Information Technology professionals. Escalate problems to other support staff, as appropriateTechnical Knowledge and Computer Skills :
Provide technology-related assistance to faculty, staff, and students via the telephone / WebEx / email / ticketing system / walk-in on supported hardware and software. Supported software includes but is not limited to : modern MS Windows and Macintosh operating systems, MS Office and MS Office applications (e.g., Word, Excel, PowerPoint, Outlook), MS Access, MS Teams, modern browsers, MyCCRI, Banner, Blackboard, Anti-Virus software, DUO and MS Authenticator for two-factor authentication, WebEx, Zoom, and department-specific applicationsTroubleshoot hardware and network-related problems on faculty / staff / e-classroom / lab desktops, including peripheral devices such as printers and scannersAssist end-users with mobile device connectivity to CCRI WiFiAssist in scheduling and presenting technology-related workshops and trainings for the CCRI communityAbility to design and deliver engaging and effective training programs for students, faculty, and staff on a variety of IT systems, software applications, and hardware tools.Ability to manage multiple training sessions, track progress, and meet deadlines.Strong troubleshooting skills and the ability to assist learners with technical issues during and after training sessionsAssist with administration of ITSM ticketing systemKeep informed of state-of-the-art technologies and trends, desktop operating systems, and software applicationsCommunications Skills :
Develop and maintain training materials, including manuals, slides, videos, and hands-on exercises, tailored to the needs of different users (beginner to advanced levels). Provide assistance to learners during training sessions and offer follow-up support to resolve any technical issues or challenges.Assist with the development and maintenance of the Department of Information Technology web site and other web-based documentation.Strong verbal and written communication skills with the ability to explain complex technical concepts to a diverse audience.Create, maintain, and update training manuals and user documentation for supported hardware and software for the IT web site and help desk ticketing system. Update training documentation for new Help Desk employeesDeliver technology training in one-on-one and workshop settingsSupervision :
Train, supervise, and schedule part-time staff and student workers assigned to the help deskDepartmental Support :
Recommend new support systems based on analysis of user needsCompile summary information to be included in reports of the Department’s activitiesTo participate in IT related projects as neededOther duties as assignedMinimum Requirements
Associate’s Degree in a computer related field and a minimum 4 years of related experience; preferably in a higher education environmentDemonstrated experience in IT Customer Service, in a fast paced and challenging environmentDemonstrated experience in the use, support and troubleshooting of the most current version of Windows andMacintosh operating systems, Microsoft Office and Office , and browsersDemonstrated ability to work independently on multiple assignments and collaboratively within a teamExcellent analytical, organizational and communication skillsExcellent interpersonal skills and the ability to work effectively and collegially with faculty, staff, students, and colleaguesCompetencies and Desired Qualifications
Bachelor’s Degree in a computer related field and a minimum of 2 years of related experienceWorking knowledge of ITSM principles and Help Desk ticketing systemsExperience developing web pages and working knowledge of HTMLTechnical writing skillsWorking knowledge of student information systems (e.g., Banner) and learning management systems (e.g., Blackboard)Experience training one-on-one and groupsCertification in IT training (e.g., CompTIA, Microsoft Certified Trainer).Experience with online learning platforms and virtual training tools (e.g., WebEx, Zoom, Microsoft Teams).Knowledge of educational technologies and Learning Management Systems (LMS).Position Details
Position Information Full-Time / Part-Time Full-Time FLSA Exempt Pay Grade CCRIPSA 12 Salary Information Anticipated starting annual salary based on experience - $50,-$64, Benefits Full-time employees enjoy an array of benefits, including :
Comprehensive Health Benefits and Rewards for Wellness IncentivesPaid Time OffParental LeaveIn-State Tuition WaiversLegal Care InsuranceFor a complete listing, visit :
Posting Details
Posting Details Number of Vacancies 1 Application Open Date 01 / 02 / Application Close Date 01 / 23 / Posting Number SF Quick Link
Salary : $50 - $64
