IT Coordinator

September 16, 2023

University of Maryland


Posting Details
Posting Details

Position Number: 128736
Title: Specialist
Functional Title: IT Coordinator
Category Status: 33-Exempt Regular
Applicant Search Category: Staff
University Authorized FTE: 1.00
Unit: SVPAAP-EM-Assessment & Technology
Campus/College Information: Founded in 1856, University of Maryland, College Park is the state’s flagship institution. Our 1,250-acre College Park campus is just minutes away from Washington, D.C., and the nexus of the nation’s legislative, executive, and judicial centers of power. This unique proximity to business and technology leaders, federal departments and agencies, and a myriad of research entities, embassies, think tanks, cultural centers, and non-profit organizations is simply unparalleled. Synergistic opportunities for our faculty and students abound and are virtually limitless in the nation’s capital and surrounding areas. The University is committed to attracting and retaining outstanding and diverse faculty and staff that will enhance our stature of preeminence in our three missions of teaching, scholarship, and full engagement in our community, the state of Maryland, and in the world.
Background Checks

Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify you from employment.
Position Summary/Purpose of Position: The IT Support Specialist will report to the Assistant Director of Technology in the Office of Assessment & Technology (OAT) within Enrollment Management (EM). The position will be evaluated on meeting broad program objectives and goals and will be granted wide latitude for independent judgement, decision making, and problem solving. The incumbent is responsible for providing daily support and oversight of the Office’s help desk ticketing triage and assignment process, and ensure service requests are appropriately routed and resolved expeditiously. As such, the incumbent will utilize specific knowledge of related regulations to interpret policies and procedures, solve problems, and handle inquiries. The IT Support Specialist provides general support for enrollment systems and is involved with multiple system configurations, which includes: creating, updating, and deleting user accounts, monitoring system jobs, loading data into systems, ad hoc batch processing and posting, making configuration changes, and conducting functionality testing. As a member of the Technology Team, the IT Support Specialist will create, update, and organize system documentation and job aides, and conducts user training. The incumbent must be detail-oriented, have excellent customer relations skills, and be dedicated to providing consistent, high-quality service to meet operational needs.
Benefits Summary Exempt: Top Benefits and Perks:

Benefits Summary

Minimum Qualifications: Education:
Bachelor’s degree from an accredited institution, or equivalent combination of education, training or experience may be substituted for education on a year-for-year basis.
Experience:

  • A minimum of two years of experience in a help desk or other technical customer service setting, preferably in using or supporting higher education software solutions or technology projects.
  • Experience with a ticketing system such as ServiceNow.
  • Experience creating documentation and training materials, and providing user training.

Knowledge, Skills, and Abilities:

  • General knowledge of higher education is required.
  • Excellent communication (in-person, telephone, and writing), interpersonal, organizational, and negotiation skills are required to interact with various university constituents, to include: students, functional and technical staff, administrators, software vendors, etc.
  • Ability to prioritize and manage multiple activities and deadlines simultaneously, with exceptional attention to detail, accuracy, and prompt follow-up.
  • Ability to successfully troubleshoot issues using advanced problem-solving techniques in a rapidly changing technical and technological environment.
  • Ability to research, gather, and summarize information from multiple sources, and to compose a wide variety of written correspondence.
  • Ability to understand and interpret academic policies and procedures.
  • Demonstrated sensitivity and discretion in handling matters affecting students, parents, faculty, advisors, administrators, and community members.
  • Ability to maintain the confidentiality of information obtained, and to perform the duties of the position in compliance with all requirements, regulations and laws, particularly the Family Educational Rights and Privacy Act (FERPA).
  • Ability to analyze situations and facts from a variety of sources to exercise independent judgment and creativity in resolving conflicts or suggesting solutions to problems.
  • Ability to assist in the evaluation and analysis of procedures and recommend improvements and enhancements.
  • Ability to plan, organize, prioritize, and execute complicated assignments on a continual basis with minimal assistance, supervision, and instruction.
  • Demonstrated self-motivation and personal skills necessary to interact with constituents and co-workers in a professional and courteous manner.
  • Ability to work independently and on a team.
  • Ability to compute a variety of numerical data.
Preferences: Familiarity with query writing tools (such as SAS) and CRM software (such as Salesforce) a plus, but not required.
Additional Certifications:
Additional Information: Salary range $56,000-$70,000
Job Risks Not Applicable to This Position
Physical Demands Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to lift and carry small parcels, packages and other items, to walk short distances, and drive a vehicle to deliver and pick up materials.
Posting Date: 09/01/2023
Closing Date: 09/30/2023
Open Until Filled No
Best Consideration Date
Diversity Statement: The University of Maryland, College Park, an equal opportunity/affirmative action employer, complies with all applicable federal and state laws and regulations regarding nondiscrimination and affirmative action; all qualified applicants will receive consideration for employment. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, protected veteran status, age, gender identity or expression, sexual orientation, creed, marital status, political affiliation, personal appearance, or on the basis of rights secured by the First Amendment, in all aspects of employment, educational programs and activities, and admissions.

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