Assistant Director Of Technical Support Services

The Assistant Director will play a pivotal role in ensuring the smooth operation and user experience for a variety of complex technical systems used across the college. This position requires a blend of technical expertise, project management skills, and exceptional communication abilities. The ideal candidate will be a strong troubleshooter, adept at managing projects, and comfortable working collaboratively with non-technical users from departments such as Public Safety, Facilities, and Student Services.

• Technical Support & System Administration:

• Provide first-line technical support for college departments utilizing CCTV, physical access control, ID card, digital queue management, advising and tuition payment information systems.

• Troubleshoot system malfunctions, diagnose problems, and implement solutions in house or by escalating to appropriate vendors.

• Manage user accounts, permissions, and access levels within these systems.

• Perform routine maintenance and system updates to ensure optimal functionality.

• Stay current on technological advancements in supported systems and best practices.

• Project Management:

• Oversee complex technical projects related to college technology, excluding core IT infrastructure, ensuring they are completed on time, within budget, and meet departmental needs.

• Develop project plans, timelines, and resource allocation strategies.

• Manage project scope creep and communicate effectively with stakeholders.

• Track project progress, identify and mitigate risks, and implement corrective actions as necessary.

• Document project activities and maintain clear and concise records.

• Technical Liaison and User Support:

• Act as a technical liaison between the IT department and non-IT departments.

• Translate technical jargon into clear and concise language for non-technical users.

• Provide training and support to end-users on system functionality and best practices.

• Develop and maintain user guides and documentation for the supported systems.

• Gather user feedback and collaborate with departments on system improvement initiatives.

• Additional Responsibilities:

• Participate in the selection and evaluation of new technologies related to the supported systems.

• Maintain up-to-date knowledge of IT security policies and procedures.

• Assist with IT audits and ensure system configurations comply with applicable policies and regulations.

• Other related duties as assigned.

OVERALL PURPOSE AND RESPONSIBILITY:

The primary and most important overall responsibility of all employees is to provide service in a pleasant, helpful, and effective manner to our students and other members of the College community.Education Required:

Bachelor's degree in Information Technology, Computer Science, or a related field preferred.  Associate's degree or comparable industry certifications required.

Experience Required:

Minimum 2-3 years of experience in a technical support role, ideally within a higher education environment.

Skills/Abilities /Knowledge /Other Requirements

• Proven experience troubleshooting and resolving technical issues related to access control, ID card systems, or similar technologies (highly preferred).

• Demonstrated experience with project management methodologies and best practices.

• Excellent communication and interpersonal skills, with the ability to explain complex technical concepts to non-technical users.

• Strong analytical and problem-solving skills along with the ability to research and document solutions to technical utilization and integration of complex systems.

• Evidence of successful documentation of technology usage and / or development of Standard Operating Procedures for non-technical staff utilizing complex technology.

• Excellent organizational skills and the ability to manage multiple tasks effectively.

• Ability to work independently and as part of a team.

• Proficient in Microsoft Office Suite as well as Google Apps for Education.

INSTITUTIONAL EFFECTIVENESS:

Collaborates with department members and/or the Compliance, Assessment and Research team to support planning, assessment, data collection and reporting for continuous improvement of the college.

Employee Classification: Administrative