At Stratford University employees take enormous pride in their work and the work of the University. Stratford is not just your next job -- it is a career where employees find their true calling and feel tremendous joy in making a difference in the lives of others.  Every employee is empowered and encouraged to contribute innovative ideas to enhance the student experience and learning outcomes. This is made evident by our motto, “Changing lives, one student at a time.”  Visit our University blog at http://www.stratford.edu/blog

Overview: 

Do your business friends tease you for being a geek? Your friends and family bring their computers and laptops to you to fix their issues? You like the idea of showing off your ability to complete complex tasks and projects quickly with little to no guidance, reacting with appropriate urgency to situations that require a quick turnaround. You have a keen sense for seeing through the questions being asked, to identify the actual problem a user is having. In this role you will be responsible for keeping Stratford University users happy.

• Welcomes and resolves, with a positive attitude, all needs and questions of students/faculty/staff
• Maintains the computers/copiers in classrooms/offices/labs and ensure efficient, reliable, stable, and predictable operation
• Assists and guides users on the use of computer hardware and software
• Prepares the classrooms/labs for the instructors
• Provides assistance concerning the use of computer hardware and software, including printing, installation, word-processing, electronic mail, wireless access, and operating systems
• Responsible for overall network and systems health to include systems backups, anti-virus/anti-malware updates, security updates, etc.
• Monitors, identifies, and manages bandwidth usage issues
• Works as part of a multi-campus team to ensure that all calls to the service desk are answered promptly and resolved in a timely and courteous manner
• Performs network troubleshooting to isolate and diagnose common network problems
• Responds to the needs and questions of users concerning their access to resources on the network
• Works with University Administration IT personnel on enterprise-wide projects and initiatives, including participation in corporate-sponsored project/task workgroups
• Willingness to become a Subject Matter Expert (SME) for select technologies deployed throughout the Stratford enterprise
• Schedules and provides guidance to IT Student Workers
• Performs other duties as assigned

Critical Skills and Job Complexity:

• Committed to quality service to customers needing resolution of computer problems
• Excellent written, verbal, and interpersonal skills
• Master of interpreting a variety of instructions furnished in written, oral, diagram or schedule form
• Provide accurate and timely resolution of staff/faculty/student computer problems
• Escalate problems as appropriate
• Maintain communications with staff/faculty/students during the problem resolution process
• Proficiency in MS Office Applications (Excel, Outlook, PowerPoint, Word)
• Ability to maintain a flexible work schedule including evenings, weekends, and on-call as needed
• Ability to function in a fast paced and demanding work environment

Competencies Critical to this Position:

• Strong service and student success orientation
• Patience with staff/faculty/students
• Planning and monitoring for results
• Rational decision making
• Knowledge of superior customer service standards and practices
• Availability to work after hours, on weekend, and/or on-call as needed

Work Environment and Physical Demands:

• Office environment
• Travel among campuses may be required
• Regularly required to stand; use hands/fingers to handle or feel; reach with hands and arms; talk and hear
• Regularly required to walk, stoop, kneel, crouch, and/or crawl
• Regularly required to lift and/or move up to 20 pounds and occasionally lift and/or move up to 75 pounds

Required Education and Experience:

• Bachelor’s degree  in a related discipline required
• Knowledge of computers and network issues, including experience with routing and network protocols, Cisco IOS, DNS, FTP, and Active Directory (including user account/access permissions)
• Familiarity with server platforms, virtualization technologies, IP telephony, lab management systems, Anit-Virus/Anti-Malware software, video conferencing, and remote access (VPN, RDP, etc.)
• Understanding of TCP/IP and various network technologies, protocols, and connections preferred

The above statements are intended to describe the general nature and level of work being performed.  They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

Stratford University is an Equal Opportunity Employer

“Changing Lives, One Student at a Time”