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Information Technology Support Administrator

Please see Special Instructions for more details.

First date of consideration will be 5/26/17. Official transcripts will be required at the time of the hire.

Posting Details

Position Information

Position Title Information Technology Support Administrator
Work Location Springfield Campus
Department Computer Services
Pay Grade 34
Proposed Salary $45,618 - $47,476/annually
Position only available to current, regular, full-time Missouri State University employees? No, Position is available to all applicants.
Appointment Type Full Time Regular
Exempt/Non-Exempt Exempt
General Function

The Information Technology Support Administrator serves as a member of the leadership team of the User Support Unit of Computer Services, ensures that a high quality program of support services is continuously offered, ensures effective day-to-day operation of assigned areas and services, develops and maintains good customer relations, and provides advanced technical support for University user support efforts and initiatives.

Description of Primary Duties

1. Models and promotes professional behavior, coordinates staff and activities, develops strategies, tactics, processes, and support structures required to continuously provide a high quality program of support services, actively participates in the selection, professional development, and management of staff, and assumes leadership of the User Support unit during absences of the Assistant Director of Computer Services, as assigned.

2. With the assistance of the Assistant Director of Computer Services and staff, ensures that a high quality program of support services is continuously offered by developing and maintaining a portfolio of all services provided, establishing appropriate service levels, metrics, best practice checklists, and workflows, defining project deliverables, establishing project timelines, and identifying resources needed for successful project completion.

3. Ensures effective day-to-day operation of assigned areas and services by monitoring service levels and staff productivity, prioritizing staffing and resources to ensure appropriate levels of service are provided, assisting in lifecycle planning and maintaining a current inventory of all assets and resources used and required by assigned staff and services, and documenting and managing all security groups, configurations and changes for assigned areas and services in accordance with university guidelines and best practices.

4. Develops and maintains good customer relations by regularly meeting with staff to review, assess, and suggest improvements regarding technical support for their assigned areas, providing clear, timely, and professional communications with customers and coworkers using appropriate tools and channels, and following up on work accomplished by the team to ensure customer satisfaction and acting accordingly on feedback provided.

Minimum Acceptable Qualifications

Education: An Associate’s degree or equivalent number of college credit hours is required. A Bachelor’s degree in communication, education or an information technology-related field is preferred.

Experience: A minimum of three years of experience supporting a wide range of information technology in a fast-paced, cross-functional, and team environment is required. Experience installing and managing hardware and software using enterprise management software is required. Experience working in a higher education environment is preferred. Experience supervising information technology support staff is preferred.

Skills: Effective interpersonal, customer service, organizational, project management, change management, service management, and team-building skills are required. Strong time management skills, including the ability to multi-task, prioritize, and individually manage a changing workload and schedule, are required. Excellent analytical skills and problem-solving ability are required. Excellent verbal, presentation, and written communication skills with proficiency in writing technical documentation is required. Knowledge and understanding of effective practices for IT service delivery and support is required. Knowledge and understanding of effective practices for IT security is required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. The ability to work effectively with a variety of constituencies possessing a wide range of technical knowledge is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.

Effort: This position connects cables which may require climbing ladders or working under desks and loads and unloads equipment such as furniture, printers, and computers and supplies such as paper, toner, and cleaning supplies from shelves up to five feet high. This position lifts and transports multiple items weighing less than twenty-five pounds (typically weighing less than ten pounds) on a daily basis and between twenty-five and fifty pounds about three times weekly. This position installs equipment and inspects whether it is working properly and inspects facility conditions for damages, theft, safety risks, and security.

Other: The twenty-four hour scope of University operations may result in the need to work evenings, nights, and weekends to support implementations or upgrades and to respond to major issues with IT operations.

Additional Qualifications
Link to Job Description http://www.missouristate.edu/human/jobdescriptions/21760.htm
Open Date 05/05/2017
Close Date (If Close Date is blank then the posting is considered open until filled)
Special Instructions to Applicants

First date of consideration will be 5/26/17.

Official transcripts will be required at the time of the hire.

EO/AA and Diversity Statement

Non Discrimination Statement
Missouri State University is a community of people with respect for diversity. The University emphasizes the dignity and equality common to all persons and adheres to a strict nondiscrimination policy regarding the treatment of individual faculty, staff, and students. In accord with federal law and applicable Missouri statutes, the University does not discriminate on the basis of race, color, national origin (including ancestry, or any other subcategory of national origin recognized by applicable law), religion, sex (including marital status, family status, pregnancy, sexual orientation, gender identity, gender expression, or any other subcategory of sex recognized by applicable law), age, disability, veteran status, genetic information, or any other basis protected by applicable law in employment or in any program or activity offered or sponsored by the University. Sex discrimination encompasses sexual harassment, which includes sexual violence, and is strictly prohibited by Title IX of the Education Amendments of 1972.

This policy shall not be interpreted in a manner as to violate the legal rights of religious organizations or military organizations associated with the Armed Forces of the United States of America.

The University maintains a grievance procedure incorporating due process available to any person who believes he or she has been discriminated against. Missouri State University is an Equal Opportunity/Affirmative Action/Minority/Female/Veterans/Disability/Sexual Orientation/Gender Identity employer. Inquiries concerning the complaint/grievance procedure related to sex discrimination, including sexual harassment and sexual assault, should be addressed to the Title IX Coordinator, Carrington Hall 205, 901 S. National Ave., Springfield, Missouri 65897, JillPatterson@missouristate.edu, 417-836-8506, or to the Office for Civil Rights. All other inquiries concerning the grievance procedure, Affirmative Action Plan, or compliance with federal and state laws and guidelines should be addressed to the Equal Opportunity Officer, Office for Institutional Equity and Compliance, Park Central Office Building, Suite 111, Springfield, Missouri 65897, equity@missouristate.edu, 417-836-4252, or to the Office for Civil Rights. (Res. Board Policies No. 70-11; Bd. Min. 10-28-11.)

Background Check Statement

Employment will require a criminal background check at University expense.

Posting Detail

Posting Number 20170077FTS
Quicklink for Posting http://jobs.missouristate.edu/postings/33683

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * How did you hear about this vacancy?
    • Missouri State University Website
    • Web Postings
    • Print Publications
    • Diversity website posting
    • INSIGHT into Diversity
    • HigherEdJobs.com
    • (HERC) Higher Education Recruitment Consortium
    • Job Board (CareerBuilder.com, Monster, etc.)
    • Other Professional Conferences or Meetings
    • Personal Contacts / Networking
    • Newspapers
    • Other
  2. * Please specify the recruitment source where you located this posting.

    (Open Ended Question)

  3. * Are you a current full-time regular Missouri State University employee?
    • Yes, I am a current full-time faculty/staff University employee.
    • No, I am not currently employed by the University.
    • No, I am a current per course faculty member.
    • No, I am a current part-time staff University employee.
    • No, I am a current University graduate assistant or teaching assistant.
    • No, I am a current student University employee.
  4. * Have you completed college courses equivalent to an Associate’s degree?
    • Yes, I have an Associate’s degree
    • Yes, I have completed college courses equivalent to an Associate’s degree
    • No
  5. * Please list all college degrees completed.

    (Open Ended Question)

  6. * Do you have experience working in a higher education environment?
    • YES
    • NO

Applicant Documents

Required Documents
  1. Resume
  2. Cover Letter
  3. Unofficial Transcripts - 1
Optional Documents
  1. Unofficial Transcripts -2
  2. Unofficial Transcripts -3
  3. Letter of Recommendation-1 (Non-confidential)
  4. Letter of Recommendation-2 (Non-confidential)
  5. Letter of Recommendation-3 (Non-confidential)
  6. Letter of Recommendation-4 (Non-confidential)
  7. Letter of Recommendation-5 (Non-confidential)
  8. Letter of Recommendation-6 (Non-confidential)
  9. Certificate/License-1
  10. Certificate/License-2
  11. Other Documents -1