[15015] in Public-Access_Computer_Systems_Forum
POSITION ANNOUNCEMENT : User Support Coordinator -- Houston, TX
daemon@ATHENA.MIT.EDU (Marc Truitt)
Thu Dec 4 20:16:24 2003
Date: Thu, 04 Dec 2003 09:22:57 -0600
From: Marc Truitt <mtruitt@UH.EDU>
To: PACS-L@LISTSERV.UH.EDU
Reply-to: mtruitt@UH.EDU
Message-id: <3FCF5151.5080406@uh.edu>
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Friends,
The position advertised below is a newly-created one here in UH
Libraries. I'd strongly encourage anyone with a strong user-centric
orientation and experience in technical support operations to consider
applying.
cheers,
- mt
--
***********************************************************************
Marc Truitt
Assistant Dean for Systems Voice : 713-743-8979
University of Houston Libraries e-mail : mtruitt@uh.edu
114 University Libraries cell : 713-443-6421
Houston, TX 77204-2000
"Off-balance, I found love the only place to fall..."
-- Taupin
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POSITION ANNOUNCEMENT:
USER SUPPORT COORDINATOR
Responsibilities: Reporting to the Head of Computer Systems and
Networking Department, the User Support Coordinator will be primarily
responsible for supervising all user support operations of the Systems
Division. Responsibilities include assigning, coordinating and
supervising the work of Systems Division technical staff for processing
user-reported support issues and follow-up with both users and Systems
staff to ensure that work is satisfactorily completed and that users are
kept informed. The position will be responsible for devising and
providing oversight of a trial system to train, deploy and coordinate
the work of departmentally-based Systems consultants/liaisons. The
Coordinator will be primarily responsible for managing a Systems
Division Support Desk and for ensuring the staffing of said desk when
s/he is away. The Coordinator will also:
-- Communicate news of system outages to library staff;
-- Where appropriate, assist users in diagnosing and resolving issues on
their own workstations;
-- Where appropriate, refer users to other units within and outside of
Libraries;
-- Be primarily responsible for insuring the currency and maintenance of
a problem tracking system to be employed both for recording and
processing current user issues and as a knowledge base for resolving
future user issues; and
-- Maintain Systems Division intranet website, FAQs, schedules, and
online or paper-based documentation.
Qualifications: Required: ALA-accredited Master's degree. A detail
oriented individual with a strong commitment to user-centric service.
Excellent oral and written communication skills. The ability to
communicate complex technical problems concisely and professionally to
technical and non-technical staff. Ability to work collaboratively with
staff at all levels in the organization. Excellent organizational
skills and the ability to manage multiple tasks simultaneously.
Technical background in Windows NT/2000/XP. Experience with
productivity software such as Microsoft Office suite, email clients, web
browsers, etc. Preferred: Demonstrated successful supervisory
experience. Experience supporting the computing needs of librarians and
support staff. TCP/IP and computer networking knowledge. Knowledge of
electronic help desk systems. Familiarity with HTML. Knowledge of
Active Directory and NT Domain administration.
Salary: $48,000 to $52,000 expected hiring range, depending on
qualifications. Comprehensive benefits package; choice of retirement
programs including TIAA-CREF; tax-deferred annuity program available;
release time to take a class up to 3 hours/week; no state or local
income tax.
Library Information: Reporting to the Assistant Dean for Systems, the
Systems Division consists of the Head, Computer Systems and Networking,
and the Head, Digital and Integrated Library System (currently vacant),
the Help Desk Coordinator, and six exempt technical professionals. It
supports 25 Microsoft Windows 2000 servers, 400 networked Windows 2000
workstations in the main library and four branch libraries, and a
large-scale internal network.
The UH Libraries are a member of the Association of Research Libraries,
the Greater Western Library Alliance, and the Texas Digital Library
Alliance. They hold over 2 million volumes and have a current materials
budget of $6 million. Total staff includes 48 professionals and 120
support staff. Additional information available at:
http://info.lib.uh.edu.
General Information: The University of Houston campus comprises 14
colleges and schools offering close to 80 degree programs with an
enrollment exceeding 34,000 students, 7,200 of whom are enrolled in
graduate studies. Reflecting the multicultural community of
metropolitan Houston, UH is the most ethnically diverse research
university campus in the nation.
Houston is a vital force in the commerce of the nation. It has
established a flourishing cultural life rivaled by few cities in the
world. Within easy reach of the Gulf of Mexico, Houston enjoys a low
cost of living, and was rated eighth among livable North American cities
by Places Rated Almanac. For additional facts about Houston, including
information about its housing market, flourishing arts scene, low cost
of living, plus other interesting information, visit our Web site at:
http://info.lib.uh.edu/houston/.
Application Deadline: Applications will be accepted until the position
is filled. Send letter of application, names of 3 references, and resume
to John Lehner, Library Human Resources Director, University of Houston,
114 University Libraries, Houston, Texas 77204-2000.
THE UNIVERSITY OF HOUSTON IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION
EMPLOYER. MINORITIES, WOMEN, VETERANS AND PERSONS WITH DISABILITIES ARE
ENCOURAGED TO APPLY.
