Job description
Job Description
POSITION OBJECTIVE
Working under general supervision, manage and support information technology resources, services, and systems for the Institutional Animal Care and Use Committee (IACUC); and Animal Resource Center (ARC) at Case Western Reserve University. In addition to providing general support to users of all Office Research Administration portfolio systems, this position will support faculty, staff and students within IACUC and ARC space, by logging and tracking issues, escalating to vendors when necessary, and monitoring resolutions for desk side support issues, as well as system performance issues.
ESSENTIAL DUTIES
- Research, troubleshoot and resolve reported end-user issues with computers, printers, tablets, phones, software and operating systems. Record all ticket tracking in an ITSM system through the creation, modification and resolution of incidents and service requests. 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. Provide friendly and helpful customer service as a representative of UTech. Provide superior customer service to all clients, support personnel and colleagues. Act as a change catalyst and communicate to stakeholders affected by changes and address their questions, concerns and need for information. (50%)
- Setup, deploy and maintain workstations (physical/virtual), mobile devices, peripherals, telephony and assist with audio-visual equipment in supported areas and event venues. This includes the delivery of various equipment which has been or is in need of 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. Image and provide temporary and loaner systems on an as need basis. Assist in the coordination and determination of new equipment purchases. Make recommendations for operational improvements to increase efficiency and effectiveness or to reduce costs. (25%)
- Monitor and communicate through various departmental electronic tools and applications. (10%)
- Monitor and perform day-to-day maintenance for printing programs in specific areas. (10%)
NONESSENTIAL FUNCTIONS
- Participate in training programs. (4%)
- Perform periodic wellness checks for common area computers and peripherals. (<1%)
- Perform other duties and responsibilities as assigned. (<1%)
CONTACTS
Department: Regular contact with departmental staff and student employees in support of client assistance regarding status and resolution of client issues. Daily contact with UTech supervisor for the purpose of task assignments and status update.
University: Regular contact with faculty, staff who use supported information technology resources, services, and systems within IACUC office.
External: Occasional contact with users of the supported technology, who are not directly associated with Case Western Reserve University while providing first - and second-level support. Occasional contact with outside consultants, vendors and representatives while collaborating on system and technology support.
Students: Occasional contact with student workers in the department while collaborating, troubleshooting and reviewing documentation related to the use of supported information technology resources, services, and systems.
SUPERVISORY RESPONSIBILITIES
This position has no direct supervision of staff employees.
QUALIFICATIONS
Experience/Education/Licensing: High school diploma and 5 to 8 years of demonstrated experience in a related technical field OR an Associate degree in computer and/or related technical field and 4 years of experience OR Bachelor’s degree in computer and/or related technical field. Valid Ohio driver’s license with a good driving record.
REQUIRED SKILLS
- Demonstrated skill in troubleshooting workstation hardware, software and network issues. Up-to-date knowledge of new systems, information, software, and upgrades.
- Experience interacting with software application vendors, to report, track and resolve operational and performance issues.
- Familiarity with requirements of Institutional Animal Care and Use Committees (IACUC) preferred.
- Advanced knowledge of Microsoft Office and GSuite for education applications.
- Experience with client/server and hosted enterprise applications.
- Strong knowledge of operating systems such as Microsoft Windows and Linux.
- Strong customer service outlook and a desire to create an exceptional experience for faculty, staff, students and guests of the university.
- Ability to optimize the use of time and resources to achieve the desired results; effectively plans and organizes work to minimize crises.
- 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. Ability to interact with colleagues, supervisors, and customers face-to-face. Ability to communicate technical concepts effectively to a varied audience.
- Ability to actively listen, responsive to verbal and non-verbal clues. Ability to empathize – listening and actually involving yourself in what the customer is telling you about their situation.
- Ability to respond to difficult, 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.
- Ability to work independently, under general operational guidelines.
- Ability to work as a cohesive team member of a highly skilled team of IT experts by building a culture of teamwork and collaboration. Draw all team members into active participation, build a team identity and commitment. Being able to play the roles of team leader and team player as required.
- Ability to handle sensitive, confidential and/or proprietary information. Ability to exercise meticulous care in the maintenance, control and accessibility of sensitive information.
- Excellent analytical and problem-solving capabilities with the ability to prioritize based on situation, deadlines and solution.
- Ability to be flexible in order to meet the constant changing scope and needs of the department, division and customers being served. Ability to work in a fast-paced environment.
- Consistently models high standards of honesty, integrity, trust, openness and respect for the individual. Ability to embrace diversity.
- Experience working with diverse populations and willingness to support a community commitment to diversity, equity and inclusion
- Ability to meet consistent attendance.
WORKING CONDITIONS
General office, lab or other work environments. Occasional early morning, evening, or weekend hours may be required for special events, maintenance activities or projects. Overtime may be required in time critical situations. The employee may be required to carry a cell phone, during to attend to after-hours emergencies. Limited manual dexterity required. Work requires the ability to lift up to 50 pounds. Little or no exposure to hazards. The position requires typing on a computer keyboard and using a computer mouse and a printer. The employee will drive a university vehicle while on the job. This position is not eligible for the staff hybrid work program.
Diversity Statement
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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Reasonable Accommodations
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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COVID Vaccination
Case Western Reserve University has implemented a COVID Vaccination policy requiring evidence of COVID-19 vaccination for all students, faculty and staff with an on-campus presence. Religious and medical exemptions may be provided in accordance with applicable federal and state laws. For more information go to: https://case.edu/equity/covid-19-accommodations. Applicants may contact the Office of Equity at 216-368-3066 /equity@case.edu for information regarding religious or medical exemptions as an accommodation.
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