Job Information
Rowan College at Burlington County Assistant Director of Technical Support Services in Mount Laurel, New Jersey
Assistant Director of Technical Support Services
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Assistant Director of Technical Support Services
Salary
$55,000.00 Annually
Location
Mount Laurel, NJ
Job Type
Full Time (35 hours)
Job Number
01174
Department
Office of Information Technology
Opening Date
04/12/2024
Description
Benefits
Questions
Description
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.
Specific Duties and Responsibilities
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.
Minimum Qualifications
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.
Additional Information
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
Benefits- Administrative (https://www.rcbc.edu/sites/default/files/Documents/hr/RCBC_Benefits_at_a_Glance_-_Administrative.pdf)
01
Do you have an Associate's degree or Bachelor's degree?
Yes
No
02
Do you have a minimum of 2-3 years of experience in a technical support role, ideally within a higher education environment?
Yes
No
Required Question
Agency
Rowan College at Burlington County
Address
900 College Circle Drive
Mount Laurel, New Jersey, 08054
Phone
856-222-9311 ext. 1584
Website
http://www.rcbc.edu