IT Service Desk Coordinator

IT Service Desk Coordinator

Are you a customer service rock star and an emerging leader who excels at frontline technical support? Connecticut College, nestled in the scenic southeastern Connecticut, is looking for an IT Service Desk Coordinator to be the welcoming, knowledgeable face of our Library & Information Technology (L&IT) team. In this pivotal role, you'll provide essential technical assistance to our community while leading, mentoring, and scheduling our student IT staff. If you thrive on building relationships, solving problems, and ensuring seamless technology access, join our vibrant campus community!

General Duties and Responsibilities

The IT Service Desk Coordinator provides essential frontline technical support to the college community while also leading and mentoring the student IT staff. You will be a key part of the IT team, ensuring seamless technology access and providing exceptional customer service to faculty, staff, and students. You should exhibit a willingness to learn new technologies, welcome new challenges, and demonstrate initiative toward proactive problem resolution and improving the overall customer experience.

Primary Duties and Responsibilities:

• Provide Tier One support to all IT Service Desk customers, including, but not limited to, diagnosing and resolving issues with computer hardware, software, mobile devices, identity and access management, network connectivity, etc.
• Oversee all IT Service Desk day-to-day operations.
• Conduct interviews, hire, and mentor all student employees.
• Create and maintain the student schedule to ensure adequate coverage for the IT Service Desk at all times.
• Provide exceptional Customer Care with a focus on building relationships with faculty, staff, and students.
• Ensure that all department, division, and college policies are adhered to and reviewed and updated as necessary.
• Meet the expectations outlined in the Computer Support Services Team Expectations document.

Secondary Duties and Responsibilities:

• Configure and deploy computers for the Dean's Technology Fund program.
• Maintain the Knowledge Base, ensuring that area owners routinely review and update.
• Oversee new employee day-one technology orientation and delivery.

Tertiary Duties and Responsibilities:

• Engage in Professional Development by attending conferences, online webinars, and connecting with peers at other institutions.
• Participate in the life of the College by attending campus events such as athletic events, gallery openings, arts performances, student exhibits, and invited speakers.

Education and Skills

Associate's degree or coursework in Information Technology, Business Administration, or equivalent work experience

1-3 years of experience providing systems support in an enterprise or education environment

Solid understanding of computer hardware, software, and networking concepts.

Willingness to learn college specific software and ticketing tools.

Experience with Team Dynamix is a plus.

Attention to detail, ensuring accuracy in troubleshooting and problem resolution.

Excellent customer support skills, interpersonal skills, and communication skills (both written and verbal), including the ability to convey complex issues to users who may have varying levels of technical expertise.

Strong time-management and organizational skills, with a record of being flexible, accurate, detail-oriented, reliable, and self-motivated.

Demonstrated ability to work in a team-oriented environment with the ability to prioritize tasks and work independently but knowing when to escalate and engage Tier Two and Tier Three teams.

Must exhibit multicultural competence, possessing the skills and experience to work with diverse individuals.

Preferred Qualifications

Physical Demands

The physical requirements and work environment outlined here are typical of those that an employee must fulfill to effectively carry out the essential functions of this position. Reasonable accommodations may be provided to assist individuals with disabilities in performing these essential functions.

Ability to remain in a stationary position (e.g., sitting or standing) for extended periods.

Frequent bending, kneeling, and crawling under desks or tight spaces to set up or troubleshoot equipment.

Ability to climb stairs and move between multiple floors/buildings as needed.

Frequent movement within the office and/or campus environment.

Ability to lift and carry up to 50 pounds occasionally.

Repetitive motions, including typing, using a mouse, and handling documents.

Ability to communicate effectively in person, via phone, and electronically.

Visual and auditory ability to complete job-related tasks.

Occasional exposure to outdoor conditions during work-related travel or events.

Ability to operate standard office equipment such as computers, printers, and copiers.

Ability to operate a slow speed vehicle (e.g. golf cart)

Salary Range $21.00-$25.00

Note Connecticut College is committed to fair and competitive compensation. The final offer will reflect the candidate's experience, education, and the institution's pay structure to ensure internal equity.

Applicant Credentialing

Thorough applicant credentialing will be conducted on the selected candidate which will include criminal records check, DMV check and depending on the position, psychological exam, and pre-placement physical.

Posting Detail Information

Open Date 10/02/2025

Applications accepted through Open Until Filled

Documents needed to Apply

Required Documents

Resume

Cover Letter

Optional Documents

Supplemental Questions

Required fields are indicated with an asterisk (*).

Are you eligible to work in the U.S.?

Yes

No

Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa)?

Yes

No