Purchasing/Service Desk Facilitator

26-Sep-2022

School of Management – IT

76307BR

University Job Title

IT Support Technician 1

Bargaining Unit

L34 – Local 34 (Yale Union Group)

If Fixed Duration, Period

9 months from date of hire

If Fixed Duration, is continuation possible?

Yes

Other Fixed Duration Date

30-Jun-2023

Compensation Grade

Labor Grade D

Wage Ranges

Click here to see our Wage Ranges

Work Location

Central Campus

Worksite Address

165 Whitney Avenue
New Haven, CT 06511

Work Week

Standard (M-F equal number of hours per day)

Searchable Job Family

Administration, Secretarial, Technical Support

Total # of hours to be worked:

37.5

Position Focus:

As a member of the SOM IT Client Services Team, provide purchasing and administrative support to Yale School of Management (YSOM) faculty, staff, and students. Act as Service Desk Facilitator for technical support which includes problem recognition, research, isolation, resolution, and follow-up. Requires experience and understanding of computing systems and networking applications. Involves the use of help desk incident tracking system and system monitoring tools. Manage the procurement of technology goods and services for YSOM community using appropriate University tools and processes. Manage standing orders and service contracts. Set up new vendors in Procurement and SciQuest which includes but is not limited to vendor set up, placing product and service orders with vendors, and submitting requisitions to create purchase orders. Interacts with external and internal vendors. Process complex financial transactions including paying external suppliers and utilizing online network e-invoicing, various third-party platforms, submit invoices and ensure payment. Work closely with YSOM Business Operations in the execution of all financial transactions. Prepares all documents in accordance with university policies and procedures. Monitor and respond quickly and effectively to incoming service desk incidents and requests received through the Help Desk channels (walk-up, telephone based and email). Ensure timely responses for first contact via telephone, email, and walk-up requests and process and/or triage per documented procedures. Provide tier 1 assistance to end-users related to technology which includes but is not limited to computer and or networking problems, and services and procedures within SOM Community. Troubleshoot user problems with technology which includes but is not limited to computer hardware, software, and networking. Analyze and resolve user problems, prepare documentation and informational materials for non-technical users within our documentation repository and services catalog. Research and analyze technology which includes but is not limited to software and network problems and recommend solutions or resolve independently. Work as part of an integrated SOM IT team and with other Yale personnel within a multi-vendor, multi-platform environment. Respond to emergency calls and routine calls. Analyze problems to determine if a technician site visit is required. Create work order and follows up on technician visit to ensure resolution. Document all reported problems. Interact with faculty, staff, and students; and interdepartmental personnel at all levels to provide support and education. Interact with external contacts to purchase equipment, resolve problems, and obtain assistance and to compare institutional operations. Maintain equipment inventories and managing loan equipment. Other duties as assigned. The following Essential Duties are generic in nature; the information contained in this Position Focus is most relevant to this position.

Dept/Section URL

http://som.yale.edu/about/careers

Essential Duties

1. Provides telephone based and email computer support at the ITS Help Desk. Provides assistance to end-users related to computer and or networking problems, and services and procedures within Yale University. 2. Troubleshoots computing related problems. Identifies and analyzes all software, hardware, and network-related issues, recommend solutions and assist user with resolution. Escalates problems of a complex nature as needed. 3. Provides functional support for University financial and administrative applications, including both a detailed understanding of how the applications function and of how to use them consistent with Yale’s financial and administrative policies and procedures. Exercises judgment to escalate functional issues of a complex nature as needed. 4. Responds to emergency calls and routine calls. Analyzes problems to determine if a technician site visit is required. Creates work order and follow-ups on technician visit to ensure resolution. Documents all reported problems. 5. Evaluates user applications and operating system to allow for maintenance. Provides consultation on systems related problems and recommendations regarding systems and equipment to end-users; provides support, information and consulting services to faculty, staff and students. 6. Assists users in maintaining their desktop computing environment. Recommends supported software applications operating systems to end-users. Assists in the maintenance of a knowledge database. Maintains equipment inventories. 7. Applies understanding and knowledge of information systems products and services to assist internal users. Identifies, investigates and researches user questions and problems as well as recognize, research, isolate and resolve information systems problems. 8. Helps identify skill level and recommends training courses for users. Assists in developing documentation and /or related material for training. 9. Acts as liaison between end-user and departments. 10. Provide coverage for ITS Client Accounts including accounts and access creation, modification, maintenance and deletion 11. Completes and documents technical projects such as the testing of hardware and software products. 12. Assures compliance with University required security and information technology policies and procedures.

Required Education and Experience

Six years of related experience, four of them in the same job family at the next lower level, and a high school level education; or four years related experience and an Associate’s degree; or little or no work experience and a Bachelor degree in a related field; or an equivalent combination of experience and education.

Required Skill/Ability 1:

Hands on experience with modern software and operating systems which include but not limited to Windows operating systems and Apple hardware; Mac OS X, iPad, iPhone, and Android-enabled devices, troubleshooting of miscellaneous hardware problems, standard application packages (Microsoft Office productivity tools and standard electronic mail packages).

Required Skill/Ability 2:

Ability to process purchase orders and computer hardware and peripherals. Ability to maintain current technology skillsets and learn new technologies in support of organizational strategic initiatives.

Required Skill/Ability 3:

Excellent interpersonal skills and superior customer service orientation. Proven ability and drive to provide excellent customer service. Proven success in a customer environment. Exceptional oral and written communication skills, well organized, and detail oriented.

Required Skill/Ability 4:

Ability to work in a fast-paced and changing environment. Proven ability to address production or operational problems with a sense of urgency, ability to quickly make diagnosis and establish rapport with clients.

Required Skill/Ability 5:

Ability to communicate effectively and tactfully, ability to organize and prioritize own work, and the ability to work effectively with others in a team setting. Ability to flex schedule to cover Help Desk hours, events, programs, planned and unplanned colleagues’ absences which could require occasional weekend, early morning, and weeknight hours.

Preferred Education, Experience and Skills:

Experience with instructional technology systems.

Physical Requirements

Ability to move equipment up to 50 pounds.

Preferred Licenses or Certifications:

One of the following certifications: A+, Network+, Microsoft, Apple/Mac

Background Check Requirements

All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. For additional information on the background check requirements and process visit “Learn about background checks” under the Applicant Support Resources section of Careers on the It’s Your Yale website.

COVID-19 Vaccine Requirement

Thank you for your interest in employment at Yale University. Please also note that the university has a COVID-19 vaccination and booster requirement for all students, staff & faculty which is described in the COVID-19 Vaccine Program. As you search our open positions, you will see that all postings list their on-site addresses which gives more detail on the on-campus work location of the role.

Posting Disclaimer

The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.

EEO Statement:

University policy is committed to affirmative action under law in employment of women, minority group members, individuals with disabilities, and protected veterans. Additionally, in accordance with Yale’s Policy Against Discrimination and Harassment, and as delineated by federal and Connecticut law, Yale does not discriminate in admissions, educational programs, or employment against any individual on account of that individual’s sex, sexual orientation, gender identity or expression, race, color, national or ethnic origin, religion, age, disability, status as a special disabled veteran, veteran of the Vietnam era or other covered veteran.

Inquiries concerning Yale’s Policy Against Discrimination and Harassment may be referred to the Office of Institutional Equity and Accessibility (OIEA).

W.L. Harkness Hall, 3rd Floor, Room 303

100 Wall Street, New Haven CT 06511

203-432-0849

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Yale University is a tobacco-free campus