02 May
User Services Coordinator
Wyoming, Sheridan

The User Services Coordinator is responsible for coordinating and providing technical support activities for users throughout the institution; work under the general supervision of the Assistance Vice President for ITS and CIO. Work with the Assistant Vice President for ITS and CIO to coordinate license renewals, contract tracking/management and vendor relationships. Performs necessary analysis to identify required services and training; provides and/or coordinates training for the institutions users; acts as a user advocate within the department to resolve reported incidents; administers the helpdesk system and ensures that all necessary information is captured; communicate and respond in a manner to ensure a high degree of customer satisfaction; provides first level support for department operations through face to face, electronic and telephone communications; assign, track and manage technology problems reported by users; including troubleshooting network, server, connectivity, software, hardware, peripherals, web based applications and telecommunications issues; provides information about appropriate computer and software usage and services; maintain department records and documentation.

SUPPLEMENTAL FUNCTIONS:

  • Order and maintain inventory of computer related materials/supplies.
  • Assist with departmental procedures and interpretation of policy.
  • Evaluate and assess department needs; recommend or develop improvements to department/user relations
  • Supervise and assist student technical staff who are assigned to assist in supporting departments or services under area of responsibility.

Reports To Assistant Vice President for ITS and CIO

Education/Qualifications

Associate degree or equivalent experience required

Knowledge, Skills & Abilities

  • Excellent customer service, customer handling and support techniques.
  • Current Windows operating systems familiarity
  • Current Microsoft Office 365 products and services familiarity
  • Operation of popular software packages, utility programs, and service aids.

  • Train and support end users regarding the institution’s LMS
  • Basic and routine principles, methods, and techniques of computer systems and operations of the specific applications in use (or planned) for the institution.
  • Basic and routine computer and/or telecom hardware configurations and capabilities.

  • A wide variety of computer software, hardware and peripherals.

  • Basic LAN systems.

  • Provide exceptional organization, interpersonal and communication skills.

  • Troubleshoot and resolve basic and routine computer operations, common software problems and user network connectivity issues.
  • Communicate technical information clearly and concisely in both written and oral form.

  • Establish effective working relationships with users, operators, programmers, vendors, and supervisors.

  • Install, maintain, and configure basic and routine software, hardware and peripherals.

  • Design basic and routine queries and reports.

  • Design and deliver user training.

  • Meet demanding timelines.

Working Conditions/Physical Requirements

  • Lift and move 50 pounds from floor to desktop as well as desktop to floor.
  • No major sources of discomfort, standard office environment.

  • Regular exposure to video terminal display.

About Northern Wyoming Community College District

Sheridan College is located in historic Sheridan, WY at the foot of the beautiful Big Horn Mountains, minutes away from a variety of outdoor recreational activities. Sheridan is ranked “America’s Top Western Town” by True West magazine and is a vibrant community. Sheridan College is a vital component in the community.

Gillette College is located in Gillette, WY, the county seat of Campbell County. Located midway between the Big Horn Mountains to the West and the Black Hills of South Dakota to the east. Gillette is a growing, family-friendly community and enjoys a very strong economy due to energy-related industries located there.

NWCCD also includes a small campus site in Buffalo, WY.

Experience

  • Three years of customer service in a large-scale environment required
  • Three years’ experience maintaining documentation, inventory or equivalent office management experience required
  • One year supporting computer systems in a large-scale network environment; required

Special Instructions to Applicants

Transcripts will be required and may be attached to your online application documents under “Transcripts” and for additional space, under “Other Documents” or emailed to: HR@sheridan.edu.

Letters of recommendation are highly recommended and can be attached to your online application documents (up to three letters), or may be sent to Human Resources at HR@sheridan.edu.

Job Duties

These are the job duties for required of the position.

Percentage of time 15

Responsibility/Duty

Coordinate and schedule technical support services for faculty, staff and students throughout the institution. Services include installation, upgrade and support of hardware, software, and peripheral devices, and troubleshooting problems as required, in offices, classrooms, virtual classrooms, and libraries

Job Duties

These are the job duties for required of the position.

Percentage of time 10

Responsibility/Duty

Act as an institutional user advocate within the department by coordinating services and training with respective technology personnel and training partners in order to fulfill user needs and requests.

Job Duties

These are the job duties for required of the position.

Percentage of time 10

Responsibility/Duty

Troubleshoot basic and routine computer, network, telecommunications, connectivity, application based or server related problems.

Job Duties

These are the job duties for required of the position.

Percentage of time 10

Responsibility/Duty

Maintain vendor contract management, license renewals and purchasing requests made to the ITS department.

Job Duties

These are the job duties for required of the position.

Percentage of time 10

Responsibility/Duty

Assign, track and manage technology related problems reported by users through current helpdesk software.

Job Duties

These are the job duties for required of the position.

Percentage of time 10

Responsibility/Duty

Serve as a technical resource to the institution; provide basic and routine technical assistance and advice to faculty, staff, and students with computer, data or telecommunications related hardware, software, and peripheral questions by phone or in person.

Job Duties

These are the job duties for required of the position.

Percentage of time 15

Responsibility/Duty

Maintain department records; including scheduling, licensing, purchasing/budgetary information and work logs.

Job Duties

These are the job duties for required of the position.

Percentage of time 10

Responsibility/Duty

Routinely interface with staff on the support, training and supplementary functions relates to the institution’s Learning Management System (LMS)


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