About Sacred Heart University:

As the second-largest independent Catholic university in New England, and one of the fastest-growing private doctoral institutions in the U.S., Sacred Heart University is a national leader in shaping higher education for the 21st century. SHU offers nearly 90 undergraduate, graduate, doctoral and certificate programs on its Fairfield, Conn., campus. Sacred Heart also has a campus in Dingle, Ireland, and offers online programs. More than 10,000 students attend the University's nine colleges and schools: Arts & Sciences; Communication, Media & the Arts; Social Work; Computer Science & Engineering; Health Professions; the Isabelle Farrington College of Education & Human Development; the Jack Welch College of Business & Technology; the Dr. Susan L. Davis, R.N., & Richard J. Henley College of Nursing; and St. Vincent's College. Sacred Heart stands out from other Catholic institutions as it was established and led by laity. The contemporary Catholic university is rooted in the rich Catholic intellectual tradition and the liberal arts, and at the same time cultivates students to be forward thinkers who enact change-in their own lives, professions and in their communities. The Princeton Review includes SHU in its Best 388 Colleges-2023 Edition, and Best Business Schools-2023 Edition. Sacred Heart is home to the award-winning, NPR-affiliated radio station, WSHU, a Division I athletics program and an impressive performing arts program that includes choir, band, dance and theatre. www.sacredheart.edu

View SHU's Faculty Experts Here

Job Description:

Provide software application support for university user community. Responsible for communicating with end users, analyzing issues and resolving them, and assisting Senior Systems Analysts.

PRINCIPAL DUTIES & RESPONSIBILITIES:

• Manage IT Service Management tool to provide application end-user support, including researching user complaints, troubleshooting issues, escalating to Senior System Analyst or engaging vendor if appropriate, and answering technical questions, in a timely manner.
• Document technical information, processes, and issue resolution for supported applications.
• Maintain system integrity and security by managing user accounts and permissions.
• Develop and facilitate user training for supported applications.
• Assist Senior Systems Analyst with application configuration and enhancements.
• Demonstrate thorough and friendly customer service to end users.
• Communicate clearly and professionally, both verbally and in writing, to different audiences.
• May perform all or some of the responsibilities above and other related duties as assigned.

Requirements:

Working after hours, on weekends and holidays to complete assigned tasks is sometimes required.

KNOWLEDGE AND SKILLS NEEDED:

• Minimum of 2-5 years of experience in an application or technical customer support role
• Bachelor's Degree in a computer-related or business-related discipline required
• Experience with and understanding of academic environment and familiarity with academic related applications preferred
• Propensity to learn new technology quickly and apply working knowledge
• Capacity to define problems, collect data, establish facts, and draw valid conclusions
• Exceptional verbal and written communication skills as well as strong interpersonal skills
• Excellent organizational skills and attention to detail
• Possess a strong work ethic and team player mentality
• Ability to work under minimal supervision

Additional Information:

Statement of Personal & Organizational Responsibility for Inclusive Excellence

Inclusive Excellence is the recognition that our institution's success is dependent on how well we value, engage, and include the rich diversity of students, staff, faculty, administrators, alums, and surrounding community. It is a mastery of inclusion that fosters a consistent sense of belonging. Inclusive Excellence is aspirational and is the pillar that guides the mission, vision, and function of this unit.

To achieve Inclusive Excellence, our personal and organizational responsibilities are to:

• Actively promote a collegial environment and consciously apply our mission and values to create a culture of inclusion and belonging; a safe space where all may thrive and succeed.
• Participate in educational and developmental activities to increase awareness and competencies of issues related to diversity, equity, inclusion, and belonging; apply that understanding to guide your approach to all aspects of your job and the community as a whole.
• Demonstrate that we are "Stronger Together" as described in the Office for Inclusive Excellence statements.

Application Instructions:

Please apply online, faxes and emails will not be accepted. A cover letter is appreciated.

Sacred Heart University is a space that respects and embraces differences, recognizes the unique contributions that individuals can make, and creates a community that maximizes the potential of all faculty and staff. As an equal opportunity employer, we encourage applications from qualified candidates who reflect the wider world in which we live.