IT User Services Coordinator - Warren Wilson

Warren Wilson College is seeking a highly motivated and skilled IT User Services Coordinator to join our dynamic IT team.  You will work directly with the Director of IT to train, oversee, and mentor our student IT work crew as we deliver quality customer service to our community.   Your crew training and support will include not only first and second tier information technology tasks but also data use practices and data analysis skills.  Our IT team and work crew serve together to empower our College in all areas of its operation.  Information Technology related tasks include client hardware, classroom technology, and core software offerings including offices and computer labs.

Interested individuals should read further to learn more about the college and the responsibilities for this full-time, exempt position.  Applicants are required to submit a resume and cover letter that describes their prior experience working with individuals from a diverse range of identities and experiences. We are looking for those who are not just seeking employment but wish to join a vibrant community that values learning, diversity, and sustainability. All applications must be received electronically.  

Please be aware no relocation assistance is available for this position. This position also requires some evening and weekend hours.

First consideration will be given to candidates who apply by January 21, 2025. All applications must be received electronically. Please be aware no relocation assistance is available for this position.

Minimum Qualifications

• Associate's degree in Computer Science, Data Science, Information Technology, Cybersecurity, Networking, MIS, or equivalent technical degree, certifications, or workplace experience required.
• One to two years' experience with a wide range of hands-on knowledge of computing hardware, operating systems, drivers, software, & troubleshooting.
• One to two years fundamental knowledge or experience with wired & wireless networking, printing, audio-visual setup.
• One year of supervisory experience.
• Evidence of ability to effectively communicate, collaborate, research, troubleshoot, and resolve issues.
• Demonstrated ability to work well independently when necessary and to work as part of a team. 
• Demonstrated ability to work with people from a diverse range of identities and experiences.

Preferred Qualifications

• Bachelor's degree in Computer Science, Data Science, Information Technology, Cybersecurity, Networking, MIS, or equivalent technical degree or certifications.
• Experience supervising & training workers is highly desirable.
• Prior experience with centralized printing, VoIP phone systems, ITSM, updates, domain account management, group policy, etc.
• Direct experience working with any of the following systems - Dell Servers/SANs, GWorkspace/Azure/O365 administration, Moodle LMS, VMWare virtualization, Veeam backup, Networking such as Cisco, Fortinet, Ruckus, etc.

Key Responsibilities

Maintenance

• Maintain classroom technology standards in accordance with guidelines from the IT Director. Overseeing maintenance and repairs in a timely fashion typically outsourced to third parties.
• Utilize crew to perform basic network maintenance, organization, repair, and additions with assistance from other IT staff.
• Maintains various technology labs across campus including hardware inventory and software licensing.
• Monitor department alert systems to accomplish proactive support and cooperation with Systems Administrator and/or third party vendor support.
• Assist with campus network printing in coordination with IT Services Technician, Business Services office, and third party vendors.
• Help lead endpoint management efforts such as local disk encryption, operating system & software updates via policy & tools, security software, etc.

General

• Focus on outcomes that support a positive student and employee experience at the College by working to improve processes and foster positive & productive interactions.
• Determine and actively document work processes and techniques for common facets of duties such as machine preparation, diagnostic procedures, repair methods, data migration, security, malicious software removal, networking, etc.
• Work with the IT team to prevent, identify and remediate cybersecurity risks.
• Opportunities to assist and cross-train with other areas within the department.
• Communicate and cooperate effectively with ITS staff and campus departments.
• Engage in professional developments that will align skills to campus needs as well as personal interests. Examples may include server virtualization, database administration, cybersecurity, networking, instructional technologies, programming, SQL, etc.

Student Crew Supervision

• Supervise student workers with wide-ranging abilities and interests. Duties include the following:
  • Partner with the Work Program Office (WPO) for the selection and recruitment of student crew members, and provide orientation and training for all student workers to support their professional and educational development.
  • Coordinate, communicate and monitor student work schedules, and approve student time cards by payroll schedule deadlines.
  • Maintain professional boundaries with student crew members.
  • Guide students through the learning and performance goals and evaluations process in a timely manner.
  • Attend WPO supervisor orientations and retreats, and collaborate with the staff of the WPO to problem solve any student crew issues that may arise.
• Perform other duties as assigned. 

Our mission: Warren Wilson College's distinctive approach to education intentionally integrates academics, work, and community engagement to cultivate curiosity, empathy, and integrity. We empower graduates to pursue meaningful careers and lead purposeful lives dedicated to a just, equitable, and sustainable world.

We are committed to a culture of educational access and to ensuring that students and employees from a diverse range of identities and experiences will thrive in this community. We seek and support an academically and culturally diverse faculty and staff with a genuine interest in our innovative approach to education and focus on inclusive excellence, as well as a willingness to fully participate in the life of the College. We welcome applications from individuals who have experience working with diverse student populations.

Warren Wilson College is proud to be an equal opportunity employer.