The Technical Service Coordinator will be a hands-on member of the technical support team responsible for technical service onboarding and off boarding, service management, SLA management for both external and internal customers, technical documentation and knowledge base management, project management, service catalog maintenance, and manage Security related incidents as they arise. This position requires excellent prioritization, responsiveness, and customer service, along with excellent verbal communication skills. This position will manage several enterprise level services and will work closely with all members of the IT Services team to verify ongoing success and sustainability. Using effective communication, technical, and analytical skills the Technical Service Coordinator manages projects, provides technical support as needed including maintenance and upgrading of resources. In keeping with Hobart and William Smith Colleges community standards, the Technical Service Coordinator develops and maintains positive working relationships with all HWS Constituents.

Essential Responsibilities:

· Responsible for supporting onboarding and off boarding of new technologies and/or services by working closely with all members of the IT Services team.

· Responsible for project management and project management support for technical projects that can span across the institution, will work closely with IT Services team members to help plan and implement.

· Responsible for the service management of several enterprise level systems as well as to provide support as needed for other technical services.

· Will stand as the endpoint services and technology Security SME for User Services and Technical Support team. Responsible for coordinating team response and activities for Security incidents and services and will program manage Information Security initiatives related to Endpoint devices.

· Manages desktop and mobile device endpoint security including staying abreast of desktop and mobile device security, including assisting in the management of malware prevention systems including making recommendations for configurations to protect the institution.

· Responsible for the maintenance of data repositories for technical, knowledge base and service catalog.

· Assist with the analysis of trends, evaluates effectiveness of policies and procedures for problem resolution and provides operational recommendations.

· Maintain an awareness of emerging, technologies, trends and advances in the profession.

· Expected to support other technical staff and services as needed.

· Participates in cross-functional projects at a departmental level.

· Represents Colleges and the department as a principal contact for community members, vendors, contractors, and the public.

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

· Must complete all required federal, state, institutional, 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 practices, evolving operational requirements, and industry trends.

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

· Demonstrate knowledge of the Colleges’ educational philosophy and mission.

· Other duties and project work as assigned.

OTHER INFORMATION: This is a full-time, 12-month, benefits-eligible administrative position. Work hours are 8:30 a.m. to 5:00 p.m. during the academic year, with a possible shortened workweek during the scheduled summer hours. Some on-call hours required. Some weekend and evening hours may be necessary. This position description is not all-inclusive as other tasks or responsibilities may be assigned. Pay rate range is $17.95/hr - $25.65/hr.

· Bachelor’s Degree plus a minimum of 4 years technology support experience, or the equivalent combination of experience, education and training.

· A and Security certification strongly preferred, will be expected to acquire within six months of hire.

· Knowledge of IT Service Management principles (ITIL) strongly preferred, will be expected to acquire base understanding within six months of hire.

· Must work well under pressure and have excellent customer service skills, including the ability to communicate technical processes to non-technical individuals.

Hobart and William Smith Colleges are committed to providing a non-discriminatory and harassment-free educational, living and working environment for all members of the HWS community, including students, faculty, staff, volunteers, and visitors. HWS prohibits discrimination and harassment in their programs and activities on the basis of age, color, disability, domestic violence victim status, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, veteran status, or any other status protected under the law. Discrimination on the basis of sex includes sexual harassment, sexual violence, sexual assault, and other forms of sexual misconduct including stalking and intimate partner violence, and gender-based harassment that does not involve conduct of a sexual nature.