Senior Information Technologist

Details

Posted: 03-Mar-24

Location: Providence, Rhode Island

Salary: Open

Categories:

Information Technology
Staff/Administrative

Internal Number: 5012

About CCRI:

The Community College of Rhode Island is New England’s largest community college, and a nationally-recognized leader in catalyzing student success and achievement for recent high school graduates and returning adults alike.
We provide affordable, open access to higher education, and we deliver on our mission to offer all students the opportunity to acquire the knowledge and skills necessary for intellectual, professional and personal growth.
Diversity is our strength. We champion equity, and we celebrate, support and thrive on the diverse experiences, backgrounds, and perspectives that are represented across our four campuses.
We strive to hire and retain culturally competent faculty and staff whose demographics are reflective of our diverse student body. To learn more about our employees’ values and what it means to work here, learn about our Guiding Principles here .

Job Summary:

The Department of Information Technology provides modern, reliable and integrated technology systems and services to support the mission of the College. IT Customer Support is the primary point of contact for CCRI computing and offers a wide range of services for students, faculty and staff including help desk, audiovisual support, event support and technology training.
The Senior Information Technologist provides technology support to faculty, staff, students, and the college community in an efficient and accurate manner; offers help to end-users by providing direct assistance, information, documentation, training and personalized expert support; and coordinates escalation and problem resolution in collaboration with other Information Technology professionals.

Duties and Responsibilities:

Commitment to CCRI’s Mission:

• Demonstrate a commitment to the philosophy and mission of a comprehensive community college.
• Work collaboratively with others and provide quality customer service in a diverse and inclusive student-centered environment with students of various learning styles, cultures, identities, and life-experiences.

 
Customer Service:

• Provide excellent customer service, user support and automated help desk assistance.
• Monitor the Help Desk tracking system to ensure that end-user service requests are answered in a timely fashion and/or assigned to an appropriate staff member.
• Coordinate escalation and problem resolution in collaboration with other Information Technology professionals. Escalate problems to other support staff, as appropriate.

 
Technical Knowledge and Computer Skills:

• Provide technology-related assistance to faculty, staff, and students via the telephone/email/ticketing system/walk-in on supported hardware and software. Supported software includes but is not limited to: modern MS Windows and Macintosh operating systems, MS Office and MS Office365 applications (e.g., Word, Excel, PowerPoint, Outlook), MS Access, MS Teams, modern browsers, MyCCRI, Banner, Blackboard, Anti-Virus software, DUO and MS Authenticator for two-factor authentication, WebEx, Zoom, and department-specific applications.
• Troubleshoot hardware and network-related problems on faculty/staff/e-classroom/lab desktops, including peripheral devices such as printers and scanners.
• Assist end-users with mobile device connectivity to CCRI WiFi.
• Assist in scheduling and presenting technology-related workshops and trainings for the CCRI community.
• Assist with administration of ITSM ticketing system.
• Keep informed of state-of-the-art technologies and trends, desktop operating systems, and software applications.

 
Communications Skills:

• Assist with the development and maintenance of the Department of Information Technology web site and other web-based documentation. Serve as liaison with departmental information providers in creating and publishing web pages and knowledge base articles.
• Create, maintain, and update training manuals and user documentation for supported hardware and software for the IT web site and help desk ticketing system. Update training documentation for new Help Desk employees.
• Deliver technology training in one-on-one and workshop settings.

 
Supervision:

• Train, supervise, and schedule part-time staff and student workers assigned to the help desk.

 
Departmental Support:

• Recommend new support systems based on analysis of user needs.
• Compile summary information to be included in reports of the Department’s activities.
• To participate in IT related projects as needed.
• Other duties as assigned.

Minimum Requirements:

• Bachelor’s Degree in a computer related field and a minimum of 2 years of related experience required or an Associate’s Degree in a computer related field and a minimum 4 years of related experience; preferably in a higher education environment.
• Demonstrated experience in IT Customer Service, in a fast paced and challenging environment.
• Demonstrated experience in the use, support and troubleshooting of the most current version of Windows and Macintosh operating systems, Microsoft Office and Office 365, and browsers.
• Demonstrated ability to work independently on multiple assignments and collaboratively within a team.
• Excellent analytical, organizational and communication skills.
• Excellent interpersonal skills and the ability to work effectively and collegially with faculty, staff, students, and colleagues.

Competencies:

• Working knowledge of ITSM principles and Help Desk ticketing systems.
• Experience developing web pages and working knowledge of HTML.
• Technical writing skills.
• Working knowledge of student information systems (e.g., Banner) and learning management systems (e.g., Blackboard).
• Experience training one-on-one and groups.

Campus Location: Primarily located at the Warwick Campus

Full-time/Part-time: Full-Time

Special Instructions to Applicants:

If attaching a resume complete with education history and/or employment history, please
disregard these sections within the online application.
Finalists may be required to provide official college transcripts.

EEO Statement:

CCRI prohibits students, employees, contractors, volunteers, and visitors (collectively,

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About Community College of Rhode Island
The Community College of Rhode Island is the states only public comprehensive associate degree-granting institution. We provide affordable open access to higher education at locations throughout the state. Our primary mission is to offer recent high school graduates and returning adults the opportunity to acquire the knowledge and skills necessary for intellectual, professional and personal growth through an array of academic, career and lifelong learning programs. At CCRI, we are committed to building an inclusive and diverse campus community. We strive to hire and retain culturally competent faculty and staff members who reflect the demographics of our state and our increasingly diverse student population. We believe that our diversity is our strength. We celebrate, support and thrive on the diverse experiences, backgrounds, and perspectives that are represented across our four campuses. We are OneCCRI, working together to prepare learners to achieve their highest potential. To learn about what employees value at CCRI and what it means to work here, please read about our Guiding Principles and watch videos of our employees doing what they do best: https://www.ccri.edu/equity/culture/guidingprinciples.html
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