IT User Services Coordinator - Department Only - 528905

Department/Organization:

200731 - Telecommunications

Normal Work Schedule:

Monday - Friday 8:00am to 5:00pm

Note to Applicants:

This is a department only search. You must be a current UA employee working in the Telecommunications Department to be considered. Position is eligible for hybrid work subject to University policy.

Job Summary:

The IT User Services Coordinator coordinates work performed at an Office of Information Technology (OIT) service desk that provides faculty, staff, and students technical support. Implements and coordinates procedures and software that ensure problems are efficiently identified, tracked, and assigned to the appropriate area for resolution. Implements procedures to verify customer satisfaction. Coordinates Special projects as needed.

Additional Department Summary:

This position will coordinate work performed in Telecommunications. Responsibilities include overseeing the work order and incident process, verifying that delivery timelines are met and processes and procedures are followed, assisting with the monthly billing process, coordinating bill payments, and coordinating special projects such as departmental phone system conversions. Assists in establishing policies and procedures for the Telecommunications department and supervise student employees.

Required Minimum Qualifications:

Associate's degree and four (4) years of information technology (IT) and/or IT helpdesk experience; OR bachelor's degree and two (2) years of information technology (IT) and/or IT helpdesk experience; OR master's degree and some information technology (IT) and/or IT helpdesk experience.

Preferred Qualifications:

Familiarity with campus-based telecommunications business processes strongly preferred. Cisco VoIP services in a large University environment. Nortel Telecom services in a large University environment. Experience working with Telecommunication vendors. Bill reconciliation. Experience working with customers and other stakeholders in Telecommunication projects. Nortel training including “Basic Service Order for DMS Supernode Lines” or more advanced courses.

Pay Grade/Pay Range:

Minimum: $53,500 - Midpoint: $66,900 (Salaried E8)