ROLE SPECIFIC PURPOSE
The coordinator, Information Technology role collaborates with internal and external clients and system users across all College function, and will assist with support and resolution of technology issues. The incumbent assists in day-to-day operations across the College to ensure consistent and smooth operations by providing expertise to common systems and software.
PAYSCALE TITLE & COMPENSABLE FACTORS
Provide training materials and guidance about training courses.
Track all problems, customer contact and solutions in online database.
Resolve problems through troubleshooting, user training, escalation or updates.
Answer phones, talk to callers and diagnose technical problems.
Assist with audits, backups and enforcing IT policy.
PERFORMANCE FACTORS
Provides expertise and training to function leaders, learners, and collaborators on systems.
Supports Help Desk functions and ticketing to ensure timely and efficient resolution of concerns and issues.
Engage throughout the life cycle of a ticket; including research and communication of status.
Collaborates with other functions to align support in ensuring end user satisfaction for internal and external clients.
Maintains a positive customer service-oriented demeanor.
Effectively communicates through email.
Provides day-to-day maintenance and support of technology systems in ensuring seamless, intuitive, and engaging experiences for end users.
Stays current with industry trends and accreditation and regulatory requirements and participating in the development of aligned key data/analytics.
Ability to work on multiple priorities and/or projects simultaneously.
Ensures quality control standards are upheld to provide the best experience within systems with minimal rework and little supervision.
Willing to work hard and take ownership of assigned projects.
Continuously looking to improve systems and processes.
WORKING CONDITIONS
Performs work at the Colleges Operations Support Center (OSC) in Salt Lake City, Utah.
Uses a computer, a telephone, and other tools and equipment to produce outputs and to communicate.
Travels as required to attend meetings and to participate in training.
Works remotely as business exigences warrant and as approved by the Manager.
Understands and agrees the preceding is intended to indicate the general nature and level of work expected.
Understands and agrees the preceding is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required.
WORKING RELATIONSHIPS
Engages in College-wide, cross-functional, and function-specific activities, committees, projects, events, initiatives, and meetings, as required.
Skills Required
- Provide training materials and guidance about training courses
- Track problems, customer contact and solutions in an online database
- Resolve problems through troubleshooting, user training, escalation or updates
- Answer phones, talk to callers and diagnose technical problems
- Assist with audits, backups and enforcing IT policy
- Support Help Desk functions and ticketing and manage ticket lifecycle
- Provide expertise and training to function leaders, learners, and collaborators on systems
- Maintain a positive customer service-oriented demeanor and effectively communicate via email
- Provide day-to-day maintenance and support of technology systems
- Ability to work on multiple priorities and projects simultaneously
- Ensure quality control standards with minimal supervision and take ownership of projects
- Willingness to continuously improve systems and processes
- Perform work at the College's Operations Support Center in Salt Lake City, Utah
- Travel as required to attend meetings and participate in training
- Work remotely as approved by the Manager when business exigencies warrant
What We Do
Nightingale Education Group is a US accredited nursing workforce developer and private post-secondary institution of higher learning focused on nursing education. Founded in 2010, the organization aims to close health equity gaps by elevating education and employment systems to create a relevantly skilled and readily available nursing workforce through educational innovation.
