What are the responsibilities and job description for the IT Regional Coordinator position at Wake Technical Community College and Careers?
Position Description
This position provides oversight and workload delegation for IT and audiovisual (AV)-related end user support services for a designated region including supervision of assigned full-time staff, part-time staff, and student workers.
Responsibilities and Duties (*Essential Functions)
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.
Monitors active problem calls and tickets for compliance with SLA standards and follow-up with assigned personnel to ensure timely resolution
Provides hardware and software training as needed for faculty, staff, and students
- Recruits, coordinates, supervises, and evaluates assigned staff for all activities related to IT and AV including but not limited to AV support, projects, and equipment upgrades/repairs
- Serves as primary region point of contact for the escalation of requests, advanced problem tickets, outages, or cybersecurity events for the assigned region and document any relevant mitigation procedures
- Leads IT-related regional projects including setting goals and priorities and provides various levels of regional IT support as needed
- Coordinates ITS operations and schedule staff for the assigned region by providing direct and critical oversight of the resolution of end user device issues and IT support services
- Takes a lead role in collaborating with ITS personnel to resolve IT/AV-related issues, fulfill requests, develop, and maintain processes and procedures, and related documentation
- Coordinates executive-level support coverage for board meetings, special events, etc.
- Participates in vendor site visits as it relates to IT initiatives and in provided user and technical support training for specialized systems (ex: simulation labs, mannequins, dental chairs)
- Responds to emergency situations as needed, during and after normal business hours, to identify, assess and mitigate critical operational issues
- Assesses functional needs to determine specifications and coordinate with procurement staff and to ITS management for the purchase of hardware and software
- Conducts QA for Provisioning and Deployment of software (testing and confirmation)
Monitors active problem calls and tickets for compliance with SLA standards and follow-up with assigned personnel to ensure timely resolution
Provides hardware and software training as needed for faculty, staff, and students
Qualifications
Knowledge, Skills, and Abilities
Ability to take a leadership role in assigning and escalating incidents and problems to ensure quick resolution
Ability to multi-task and set priorities within tight timelines and high client expectations
Demonstrated ability to present ideas and conduct training for groups of people including the development of technical and end user documentation
Ability to work independently and take initiative to resolve issues without direct supervision
Possess strong knowledge of industry standard project management concepts
Demonstrated knowledge and understanding, troubleshooting, and problem resolution of networking, cybersecurity, audiovisual, and current technologies needed by large educational institutions
Foster an open, collaborative relationship with faculty, students, and staff to identify IT-related services and support needs
Exercise a focus on customer service, analytical/critical thinking, problem determination, and team-oriented interpersonal skills and possess the ability to communicate clearly and effectively to a wide variety of audiences
Ability to understand and clearly relate to other members of the college technical specifications and general components of software, operations, and security
Ability to push, pull, lift, and carry up to 50 pounds
Valid Driver's license and approval required by the College’s liability insurance carrier
Minimum Requirements
Associate degree
Six years experience in an IT related discipline supporting enterprise level IT support operations
Two or more years serving in an IT leadership or supervision role
Preferences
Bachelor's degree in an IT related field
HDI Support Center Analyst certification
As an equal employment opportunity employer, Wake Tech values our workforce. Wake Tech is committed to reaching students in every part of Wake County and rallying around them to go as far as their dreams, talents and resilience will take them. As an institution of higher education, we are committed to valuing the unique experiences of the Wake Tech community. We strive to be self-reflective of the kind of student body we represent and the culture we are building, and we care deeply about supporting each employee's professional growth.
Salary : $92,100