POSITION TITLE: Information Technology Administrator II

DEPARTMENT: Information Technology Services

PRIMARY LOCATION: Fall River

REPORTS TO: Director of Network, Security, and Client Services

POSITIONS SUPERVISED: Bristol Tech Team (EDP Systems Analysts)

STATEMENT OF DUTIES:

This individual will be responsible for the day-to-day activities and the performance of the ITS help desk team to ensure timely and accurate customer service. The position establishes customer service standards that contribute to improving end-user support and provides feedback to ITS Leadership. Their role involves developing reports on team productivity and maintaining a problem-solving attitude to ensure high-quality technical support and enhance client satisfaction.

ESSENTIAL FUNCTIONS, DUTIES, AND RESPONSIBILITIES:

• Monitor the help desk ticketing system and provide daily supervision to the Tech Team staff to ensure help desk tickets are being processed in a timely manner.
• Hire, supervise, develop, and lead Bristol Tech Team staff. Conduct regular performance evaluations to ensure continuous improvement and identify potential growth opportunities.
• Collaborate with college leaders, the end user community and technology staff to evaluate, recommend, and implement emerging desktop and classroom technologies.
• Continually develop system documentation, procedure guides, and knowledge base articles.
• Manage inventory of the college's technology assets and coordinate the acquisition, distribution, and disposal of IT equipment.
• Promote a positive and inclusive work environment that supports the professional growth of staff while fostering a commitment to service excellence.
• Demonstrate a sense of professionalism and consistently reflect Bristol's core values while interacting with members of the Bristol community.
• Focus on the Commonwealth's Equity Agenda by applying related best practices throughout all job functions.
• Perform other duties as assigned.

EDUCATION AND EXPERIENCE

• Minimum of a Bachelor's degree in computer science, information systems, or a closely related field. *
• Five or more years of experience in a management position leading a team of technical professionals. *
• *An equivalent combination of education, training, and experience shall be considered.

REQUIRED QUALIFICATIONS:

NOTE: Unless otherwise noted, all required qualifications must be met by the date of hire.

• Extensive desktop support experience with Windows including operating system and application support.
• Demonstrated strong customer service approach and experience in partnering with other departments in a large and diverse organization.
• Strong interpersonal and communication skills.
• Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Skill in organizing resources and establishing priorities.
• Knowledge of advanced user support practices.
• Demonstrated team performance skills, service mindset approach, and the ability to act as a trusted advisor.
• The ability to foster an inclusive environment to support a diverse student body, faculty, and staff.
• The ability to work effectively with a diverse student body, faculty, and staff.

PREFERRED QUALIFICATIONS:

• Ability to troubleshoot a wide range of technical problems.
• Experience developing, designing, and supporting classroom technology.
• Basic understanding of network principles such as network segmentation, DNS, and DHCP.
• Awareness of cybersecurity principles and best practices.
• Experience hiring, developing, and supervising staff.
• Experience working in a unionized environment/managing unionized employees.
• Robust understanding and demonstrated inclusion of access, equity, and student success practices.
• Ability to communicate in a language in addition to English.

PHYSICAL DEMANDS AND WORK ENVIRONMENT: 

The employee must meet the physical demands and work environment of the position. Reasonable accommodations may be made to enable those with disabilities to perform the essential functions of the job.

POSITION STATUS: This is a full-time, non-unit position with benefits, (some nights and weekends required).

SALARY: Hiring salary $87,473.89 - $96,554.81, commensurate with education and experience.