POSITION OBJECTIVE

Working under general supervision, work with Information and Project Directors and others to ensure the successful completion of projects. May manage small technical projects. Manage and support information technology resources, services, and systems in the Heath Education Campus - Samson Pavilion (HEC). This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills as well as the ability to lead and implement small projects with a focus on the HEC, primarily School of Medicine (SOM) and assist with School of Nursing (SON) as needed. The position works alongside other staff members providing high-quality technical services to a diverse set of departments. Although individual staff may develop specializations in the overall service portfolio, a level of cross-training is also expected.

ESSENTIAL FUNCTIONS

1. Research, troubleshoot and resolve reported end-user issues with computers, audio-visual equipment, printers, tablets, phones, software, and operating systems in the HEC. Manage and perform work related to the HEC project including the maintenance of the SOM's radiology lab; HoloLens sessions; IQ iPad project; annual student iPad distribution project; and other HEC IT projects. Provide direction and support for HEC faculty, staff, and students (customers) on the use of both local and cloud-based storage solutions. Provide direction and support for the Google Apps suite of services. Assist with other administrative HEC schools/departments customers at the UTech Care Center (Tech Bar) and by appointment. Record all work in a ticket tracking system. Create and update internal documentation and help desk scripts for common issues. Provide ad-hoc training, where appropriate. Research developments in information technology use in assigned areas to anticipate user needs. Act as a change catalyst and communicate to stakeholders affected by changes and address their questions, concerns and need for information. (40%)
2. Initiate, manage, and implement small projects in conjunction with the requesting department and required UTech areas. Lead and follow through on project activities (with a technical component) spanning multiple HEC departments. Monitor and maintain the project schedule. Perform business process analyses and reach sound, logical conclusions regarding customer needs and business requirements. Monitor project risk and problems. Make recommendations on issues affecting the project. Develop project and/or requirements, plans and channels for gathering, sharing, disseminating, and storing project performance information. Compile and distribute monthly and milestone-specific reports. Generate training and or guides where appropriate. Build relationships with vendor partners and maintain consistent contact. Assist with the development and implementation of financial tracking processes, tracks project funding, and ensures contract tasks are appropriately funded. Prepare clear, concise, and accurate documentation, reports of work performed, project management reports and other written materials. Identify key supporters at all levels for change initiatives and help them maximize their contributions to change. (35%)
3. Setup, deploy and maintain networked workstations, mobile devices, peripherals, telephony, and audio-visual equipment in departmental offices for HEC customers. This includes the delivery of various equipment that has been or needs repair. Maintain an accurate and detailed inventory and maintenance history of all software and equipment assets in an inventory tracking system. Update computer assets in Active Directory. Stay informed about regular updates and new developments related to supported hardware and software systems. Assist in the coordination and determination of new equipment purchases. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (15%)

NONESSENTIAL FUNCTIONS

1. Serve as a liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and utilize technical experts in other areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, and departments to help achieve business goals. Establish and maintain solid working relationships with team members, sponsors, stakeholders, managers, and other customers. (5%)
2. Monitor and perform maintenance for the HEC student-printing program. Troubleshoot student issues with the system. Work with the system vendor to facilitate equipment moves or repairs. Provide ad-hoc training to students or staff on usage and maintenance. (2%)
3. Perform other duties and responsibilities as assigned (2%).
4. Participate in training programs (<1%).
5. Serve on appropriate university committees (<1%).

CONTACTS

Department: Continuous contact with HEC departmental staff and student employees in support of client assistance regarding status and resolution of client issues.

University: Regular contact with staff members in all departments in HEC and UTech at all levels. Assisting faculty and staff with computer setups and other IT needs that arise, either remotely or in-person. Occasional collaborative contact with service departments such as Facility Management (CBRE) as special projects warrant. Moderate contact with prospects, faculty, staff, and guests of the university. This contact is generally to maintain information flow between University Technology and clients and to facilitate issue resolution.

External: Occasional contact with vendors, contractors, and partners to fulfill project or service initiatives.

Students: Continuous contact with student employees in a mentoring role. Moderate contact with student leaders, and as clients to facilitate issue resolution.

SUPERVISORY RESPONSIBILITIES

This position has no direct supervision of staff employees.

QUALIFICATIONS

Education/Experience: Associate degree with 6 years progressive experience (including exposure to Information Technology concepts such as applications, reporting or server management) OR a Bachelor's degree in Computer Science, Finance, Economics, Business Administration, or related field. Computer A certification as well as Apple certification, highly desired. Valid Ohio driver's license with a good driving record.

REQUIRED SKILLS

1. Basic knowledge of project management lifecycle. Basic Google Apps skills (or proficiency with another project timeline tool).
2. Advanced knowledge of Microsoft Office and Google Suite for Education applications.
3. Demonstrated skill in troubleshooting workstation hardware and repair skills of desktop/laptop - Windows/Macintosh, software, printer, and mobile devices (phones/tablets).
4. Experience with client/server and hosted enterprise applications.
5. Extensive experience with Microsoft Windows OS 7-11, Apple OS X, Android, iOS, Microsoft Office, and Google Apps for Education applications., Outlook, Symantec, Google Chrome, etc.
6. Strong customer service outlook and a desire to create an exceptional experience for faculty, staff, students, and guests of the university.
7. Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises.
8. Ability to work collaboratively with team members and other IT staff and customer groups to ensure project accountability.
9. Excellent verbal and written communication skills, negotiating abilities, the ability to present complex concepts in simplified terms within support and training settings, and conflict resolution skills.
10. Ability to interact with colleagues, supervisors, and customers face-to-face.
11. Ability to actively listen, responsive to verbal and non-verbal clues. Ability to empathize - listening and involving yourself in what the customer is telling you about their situation.
12. Ability to respond to difficult, a stressful or sensitive interpersonal situation in ways that reduce or minimize potential conflict and maintains good working relationships among internal and external customers. The ability to recognize awkward or potentially embarrassing situations, which sometimes arise. Always aware of tone and careful choice of words, while at the same time ensuring that the intended message is clear, polite, and readily understood. Ability to be flexible in order to meet the constant changing scope and needs of the department, division and customers being served.
13. Ability to work independently, under general operational guidelines.
14. Ability to work as a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration.
15. Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control, and accessibility of sensitive information.
16. Excellent analytical and problem-solving capabilities with the ability to prioritize based on situation, deadlines, and solution.
17. Demonstrated creativity and flexibility in working on a diverse project portfolio with a variety of constituent groups in a fast-paced environment.
18. Consistently models high standards of honesty, integrity, trust, openness, and respect for the individual. Embraces diversity.
19. Experience working with diverse populations and willingness to support a community commitment to diversity, equity, and inclusion.
20. Ability to meet consistent attendance.

WORKING CONDITIONS

Professional office setting. Frequent travel between facilities. Occasional early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. Limited overtime may be required in emergency situations. The employee may be required to carry a cell phone, during to attend to after-hours emergencies. The position requires typing on a computer keyboard and using a computer mouse and a printer. Work requires the ability to lift up to 50 pounds. Little or no exposure to hazards. The employee will drive a university vehicle while on the job. This position is eligible for the hybrid work program. When working remotely, the employee will be responsible to work in the HEC Zoom Support meeting room.

This position is eligible for hybrid work arrangement up to two remote days per week at the discretion of the department. New employees may begin a hybrid schedule upon approval from the supervisor, successful completion of an orientation period and signing the remote work checklist certification form.

In employment, as in education, Case Western Reserve University is committed to Equal Opportunity and Diversity. Women, veterans, members of underrepresented minority groups, and individuals with disabilities are encouraged to apply.

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Case Western Reserve University provides reasonable accommodations to applicants with disabilities. Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the Office of Equity at 216-368-3066 to request a reasonable accommodation. Determinations as to granting reasonable accommodations for any applicant will be made on a case-by-case basis.

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