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IT Support Manager

Aims Community College

Job Description

Are you a current Aims Employee or Student Worker? If so, we need you to apply through your Workday account.

Instructions for Aims Applicants:

Please close this window and log into your Workday account. Apply by using the "Career" application on your home page. If you're a student worker please use "Find Student Jobs" under the "Career" application to apply.

Instructions for all Applicants:

In order to be considered please provide a thorough and complete application.

  • Clearly document job duties performed that relate to responsibilities, qualifications, and essential job duties in the “Work Experience” section on the application. We evaluate your experience based on this information.

  • Clearly outline dates of employment and hours worked per week or credit hours worked per term for each employment experience listed in the Work Experience section of the Application.

  • Please make sure you state whether work experience (aka work history) is part time or full time employment (full time is 40 or more hours per week).

Be sure to upload all the required documents listed at the bottom of the Job Description. This can be uploaded as part of your application materials in the "My Experience" section. If there are missing documents, your incomplete application will not be considered.

Upon hire, all positions at Aims Community College require a criminal background check, and may require a MVR, and/or drug screen. Keep in mind, a conviction does not automatically preclude candidates from being employed. The nature of a conviction will be considered relative to the duties of the position.

Job Description:

This IT Support Specialist III position provides supervision, leadership, and project management to the Technical Support Services department. This position supervises College-Wide desktop support provided to all campuses, locations, sites, departments, administration, faculty, staff and students.

Tactical & Operational Planning with Director, IT Service Center:

  • Communicate and coordinate across all departments within the college to deploy strategies for effective technology deployment.

  • Keep informed of developments in the IT field by attending conferences, reading professional journals, attending workshops, and communicating with other IT professionals.

  • Makes recommendations to the Director, IT Service Center to develop appropriate technology procedures to deploy throughout the college, ensuring that an adequate security policy for computers is enforced, and collaborating with other IT professionals to develop a set of best practices within the college.

Strategic Planning:

  • Recommend strategic and tactical plans for campus-wide initiatives including classroom setup, security policies (encryption), network configuration, system configuration, and process improvements throughout the college.

  • Maintain awareness of the needs and directions of information technology deployment by faculty and staff of the college so as to proactively determine training and documentation for the Technical Support Specialists in order to efficiently and adequately support the learning and instructional missions of the college.

  • Recommend staffing changes in terms of re-assigning the zones of coverage and when additional staff are necessary to support the needs of academic units or the college.

Evaluate Needs for New Services & Technology:

  • Assess the needs for new services and technologies throughout the college and in cooperation with appropriate staff, faculty, department directors, and deans by analyzing available options and recommending the one which best fits the needs of the customers and students.

  • Review trouble tickets to ensure they are satisfactorily completed and that trends are spotted.

  • Monitor tickets for high impact events and resolve according to SLA guidelines.

  • Ensure personnel are properly assigned, trained, have available documentation sufficient to effectively and efficiently deal with current and coming needs. This also includes examination of the workloads of Technology Support Specialists to ensure no individuals are over or under worked.

Manage & Maintain Call Ticketing Software:

  • Maintain/Create all user accounts, groups, and Categories as requested by various departments.

  • Create and run reports to monitor call trends, reoccurring issues, and call completion times.

  • Configure, and troubleshoot ticketing software.

  • Provide training on call ticketing software for new employees.

Management of Technical Support Specialists & Work-Study Students:

  • Plan, coordinate, and direct the workload of the Technical Support Services department to meet the needs of the college by prioritizing projects, exercising discretion related to areas of high importance such as balancing resources to accomplish the given workload, and the use of independent judgment when developing standards and procedures within the Technical Support Services department related to computer deployment, maintenance, security, and troubleshooting.

  • Provide event and meeting support and/or coordinate resources for adequate coverage.

  • Train, supervise, and establish performance evaluation recommendations for Technical Support staff.

Desktop Support:

  • Act as a backup to the Technical Support Specialists for service coverage. As needs dictate, analyze, configure, troubleshoot, and maintain desktop computers, laptop computers, printers, PDAs, personal devices and application software and servers. These duties are performed in a variety of locations on campus including student classrooms, student labs, staff offices, faculty offices, or in secured areas of the campus such as server rooms and wiring rooms.

  • Assist with troubleshooting IT issues that cannot be solved by Technical Support Specialists. This would include research on potential causes or issues as well as emulating situations for testing theories or potential solutions. Document and train Technical Support Specialists as to how to handle such issues in the future.

Minimum Qualifications:

  • Bachelor’s Degree in Computer Science or related field plus 4 years’ of related work experience such as; experience repairing, maintaining, and/or troubleshooting desktop computers or an equivalent combination of education and/or experience

  • Two years of previous supervisory experience

  • Routine to complex computer programming languages in use at the College.

  • Ability to schedule staff and work study resources across all areas of the Aims main campus and outlying areas.

  • Provide adequate information technology support during normal working hours and occasionally some evening and weekend support.

  • Establish standards and procedures for computer naming, ghost imaging, troubleshooting, and other processes used with the Technical Services department.

  • Determine the best and most effective use for all new and used computer equipment throughout the college by understanding each areas needs.

  • Knowledge of a wide variety of basic computer software, hardware and peripherals.

  • Valid driver's license

Preferred Qualifications:

  • Industry certifications such as CompTIA A+, etc.

  • Experience working in higher education

Required Documents:

  • Resume
  • Cover Letter
  • Diversity Statement
  • Certifications and/or Transcripts

Please Note: All required documents can be uploaded in the “my experience” section of the application under Required Documents. ??

Minimum Payment Amount:

$59,685.00

Employees in these positions may be asked to participate in temporary assignments lasting less than 6 months (such as curriculum development, short term projects, meetings and substitute duties) which could amount to additional temporary pay.

Pay Rate Type:

Salary

Included with Aims Full-time Employment is a generous package of Benefits, most are listed below:

  • Benefits are effective immediately
  • 100% employer provided medical & dental coverage employees (employee only option)
  • 85% employer provided medical & dental coverage for employee's spouse and/or family
  • Voluntary vision insurance
  • Staff Annual Leave (minimum accrual of 15 days) & Sick (minimum accrual of 12 days)
  • 17 paid holidays and 3 personal days each year
  • Summer schedule: 4 day work week - Fridays Off
  • Employer paid long-term disability and life insurance premiums
  • Tuition waiver & reimbursement for employees
  • Tuition waiver for dependents
  • PERA employer (see www.copera.org for comprehensive benefits)
  • Additional supplemental benefits & retirement programs available
  • Access to the PERC (Aims gym) for employee & one guest
  • Free parking on all campuses

Part-time employees also receive some benefits depending on the number of hours worked.

  • Tuition waiver for employee on Aims courses
  • Access to the PERC (Aims gym) for employee & one guest
  • Aims Discount program
  • Free parking on all campuses
  • PERA employer (see www.copera.org for comprehensive benefits)
  • Additional supplemental benefits & retirement programs available

Screening/Selection:

If you need assistance with this process please contact Human Resources.

Initial screening will be conducted by a committee based on completed application materials.

Please be prepared to submit the following, if required:

• Cover Letter addressing qualifications relative to position requirements
• Resume
• Diversity Statement; see below
• Teaching Philosophy (for faculty positions only)
• Copy of Transcripts for all positions. Official transcripts will be required if hired for all Full Time positions

Diversity Statement Instructions

Aims Community College recognizes and celebrates diversity within our students, faculty, and staff. We are committed to equity and inclusion to improve the learning experiences of all students and the working conditions of all employees.

  • In your diversity statement, please provide your interpretation of what it means to serve a diverse community and work in an inclusive environment.

  • Please include specific examples for how your background, education, and/or professional experience have prepared you to fulfill those responsibilities in this position.

  • As you consider what to put in your statement, please note Aims Community College is committed to equal employment opportunity and does not discriminate on the basis of race, gender, age, or any other protected class.

Faculty: Must submit academic transcripts from an accredited institution. Applicants who have degrees from outside of the United States must request a credential evaluation of their transcript. National Association of Credential Evaluation Services (www.naces.org) or Association of International Credential Evaluators (www.aice-eval.org) lists members who may be contacted for assistance in evaluating foreign credentials.

If you are a current Aims Community College Faculty and have transcripts on file, then a new official copy is not required.

Aims Community College is an equal opportunity employer. Selection will be based solely on merit and will be without discrimination based on age, ancestry, color, creed, disability, ethnicity, familial status, gender, gender identity, genetic information, marital status, national origin, sex, sexual orientation, race, religion, or veteran's status. All application materials must be submitted by the closing date posted and become the property of Aims Community College. The screening committee will select finalists for interviews. The goal of Aims Community College is to enhance the diversity present in the district we serve. To comply with Immigration Reform and Control Act of 1986, if hired, you will be required to provide documents within 3 days of hire date to show your identity and your authorization to work. This law applies to all persons hired.

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