About Le Moyne College:

Le Moyne College, located in Syracuse, N.Y., is an independent college established by the Jesuits in 1946 to provide students with a values-based, comprehensive academic program designed to foster intellectual excellence and preparation for a life of leadership and service. Today, Le Moyne has evolved into a nationally acclaimed college of liberal arts and sciences that draws students from across the U.S. and abroad.

Our Mission:

Le Moyne College is a diverse learning community that strives for academic excellence in the Catholic and Jesuit tradition through its comprehensive programs rooted in the liberal arts and sciences. Its emphasis is on education of the whole person and on the search for meaning and value as integral parts of the intellectual life. Le Moyne College seeks to prepare its members for leadership and service in their personal and professional lives to promote a more just society.

Le Moyne College aims to advance the values of diversity and inclusiveness at the college. To do this, Le Moyne seeks scholars and professionals who bring innovation, creativity, and impact to the campus, and who bring greater depth, breadth, and diversity to our campus community.

POSITION SUMMARY

As a member of the Information Technology department, the Service Desk Coordinator serves as a primary representative in the delivery, support, and communication of IT services to the Le Moyne College community. The coordinator will serve as the primary supervisor responsible for mentoring, training, and supervising the Service Desk student staff and will work with the students to support the needs of the community. The Service Desk Coordinator actively advances and promotes Le Moyne College’s mission, strategic priorities, and commitment to care for the whole person.

PRINCIPAL DUTIES AND ESSENTIAL FUNCTIONS

• Actively coordinate the daily operation of the Information Technology Service Desk including prioritizing workload, triaging problems and responses, and monitoring trends and constituent needs so that the IT department can provide effective, proactive and innovative solutions to needs and problems.

• Serve as primary professional staff member responsible for mentoring and supervising student staff as they serve as the first point of contact for IT service and support to the community.

• Coordinate the creation of appropriate documentation and reference materials to support Service Desk efforts.

• Continuously monitor Service Desk operations to enhance functionality, process flow and satisfaction with IT’s services using metrics, training and support.

• Ensures that incidents and requests are responded to and resolved in accordance with established standards and documented in the service request system and the knowledgebase.

• Serve as a primary representative to faculty, students, staff, alumni, parents and business partners who contact Information Technology with questions or support issues.

• Actively coordinate communications between Information Technology and the College community with respect to incidents, enhancements to services, and new initiatives.

• Assist with the analysis of trends and effectiveness of policies and procedures for incident and service request resolution and will provide operational recommendations.

• Work collaboratively with academic and administrative departments to determine needs and direction of their business process and Information Technology’s relationships to it.

• Design, develop, support, or instruct technology training provided to faculty, students and staff.

• Assist with the installation and configure new software and hardware for faculty, staff, and students on-site.

• Troubleshoot and repair or recommend fixes for hardware or software incidents.

• Coordinate with outside service vendors for printer equipment warranty repairs.

• Maintain an awareness of new products, technologies, trends and advances in the profession.

• Assist in the support of classroom and multimedia technologies.

• Assist in the development of a comprehensive training program to educate Service Desk Student consultants.

• Serve as a member of the team that is responsible for network services and support in residence halls.

• Supports the resolution of technology issues. Ensures that assigned incidents and requests are responded to and resolved in accordance with established standards.

• Serves as a consultant regarding questions involving system(s) installation, configuration, and maintenance.

• Collaborates with other IT staff and Le Moyne community members on assigned projects.

• • Communicates effectively in visual, oral, and written form with key constituencies.

• Maintains a constituent centric approach at all times.

• Demonstrates professionalism in contacts with others.

• Actively participates in and promotes collaborative relationships across consortiums and other collaborative groups across organizations.

• Demonstrate knowledge for the Colleges’ educational philosophy and mission.

• Demonstrate an awareness of and sensitivity to unique social, cultural, and economic circumstances.

• Performs other related duties as required.

Job expectations for all Le Moyne College employees:

• Demonstrates and role-models all of Le Moyne’s mission-based competencies (collaboration, communication, diversity, integrity, leadership and service) in every interaction with all community members and external parties.

• Strengthen digital literacy skills through education and the application of digital technologies in order to effectively engage in information gathering, utilization and data management while promoting a security culture.

• Supports cura personalis by treating all individuals with dignity, professionalism and kindness.

• Promotes cura apostolica by aligning professional goals, objectives, and performance with college’s strategic goals.

• Demonstrates excellent work attendance, reliability and work ethic.

• Attends and actively participates in required meetings and training sessions.

• Complies and adheres to all of Le Moyne’s established policies, procedures and codes of conduct at all times, including all health and safety requirements and regulations, to promote desired behavior and build awareness.

• Must complete all required federal, state, institution and department trainings.

• Engages in a planned program of professional development. Continually maintains skills and knowledge relative to the position and technology industry including best practice, evolving operational requirements, and industry trends.

• Performs a variety of related duties as assigned.

QUALIFICATIONS

• Bachelor's degree or equivalent academic preparation from a regionally accredited institution.

• Two (2) or more years of relevant experience in a service delivery environment, preferably performing customer and/or technology support.

• One (1) year or more of relevant experience in supervising a staff of 5 or more individuals.

• Flexibility and adaptability and willingness to embrace change.

• Excellent oral and written communication and customer service skills, particularly the ability to tailor that communication to people of different ages, ethnicities and technical abilities.

• Strong and demonstrable analytical and problem solving skills; organized; detail oriented; comprehends, learns, and masters new technologies readily.

• Effectively and gracefully manage resources, tasks, multiple priorities and deadlines in a dynamic, service oriented environment both as a team member and a team leader.

• Familiarity with the service oriented culture of a Jesuit college and with the identifying characteristics of an institution of higher education.

• Prior experience in a higher education setting is highly desirable.

• Personal integrity, values, and a commitment to others that is consistent with Le Moyne’s mission and vision.

Additional Information:

Diversity, Equity & Inclusion job expectations for all Le Moyne College employees:  

• Demonstrates commitment to promoting a more diverse, inclusive and equitable work environment by supporting the diversity, equity, and inclusion goals of the employee's unit.

• Regularly participates in professional development opportunities to become more aware of DEI issues and to consider ways in which their work can be expanded to honor and incorporate the diversity of our community.

• Works to neutralize institutional bias by analyzing the policies and procedures of their unit and making suggestions to remove barriers for historically underserved people.

• Promotes open communication across Le Moyne's community in order to create an inclusive environment, and understanding of others backgrounds, ideas, and perspectives.

Le Moyne Benefits

403(b) Retirement contribution- (9.5% Employer match)
Generous tuition coverage
Health insurance options- (Medical, Dental, Vision, Flexible Spending Accounts)
Health Savings Accounts- (Partially Employer funded) 
Basic Life & AD&D Insurance- (Employer paid)
Short and Long Term Disability Insurance (Employer paid)
Supplemental Life & AD&D Insurance
Voluntary benefits- (Legal, Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance etc.)
12 paid holidays
Generous time off package 

Pay Range: $20 - $25 per hour

Equal Employment Opportunity

Le Moyne College is an equal opportunity employer that is committed to diversity and inclusion in the workplace.  We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, citizenship & immigration or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship.  Le Moyne makes hiring decisions based solely on qualifications, merit, and business needs at the time. 

Application Instructions:

To apply for this position please click the 'Apply Now' button and submit the required materials for consideration:

* Cover letter outlining your interest in the position
* Current resume
* Contact information for 3 professional references

About Le Moyne College

Le Moyne College, Syracuse, New York, is one of 28 Catholic, Jesuit colleges and universities in the United States, Le Moyne was the first to open as a co-educational institution. Since its founding in 1946, the College has modeled and strengthened the 476-year-old Jesuit tradition. Today, Le Moyne enrolls approximately 2,785 undergraduate and 534 graduate students from 33 states and 35 countries. Our MIssion:Le Moyne College is a diverse learning community that strives for academic excellence in the Catholic and Jesuit tradition through its comprehensive programs rooted in the liberal arts and sciences. Its emphasis is on education of the whole person and on the search for meaning and value as integral parts of the intellectual life. Le Moyne College seeks to prepare its members for leadership and service in their personal and professional lives to promote a more just society.For information about us, please visit http://www.lemoyne.edu.

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