User Success Consultant

Position posted on: 09-25-2019

Position Summary:

The User Success Consultant serves an important role in the Information Technology Services department, providing and overseeing day-to-day user support needs and activities.  This position requires troubleshooting remotely as well as in-person visits.  The User Success Consultant coordinates student resources to provide timely and quality service.

 Duties & Responsibilities:

User Support:

  • Responsible for support in monitoring user requests and problems via current help ticket software.
  • Works effectively with minimal supervision to provide an excellent and prompt level of service at all times.
  • Communicates effectively using tact, patience, and courtesy. 
  • Assists in deploying, maintaining and troubleshooting computer workstations, laptops, printers, mobile devices, and other computer equipment as assigned.
  • Provide support for office productivity applications such as Microsoft Windows, Word, Excel, PowerPoint, Outlook, Office 365, and other software used by the College. 
  • Research problems to provide appropriate responses to users or departmental staff.  Able to do basic troubleshooting and assist users through simple procedures.
  • Manage user account lifecycle process (creation, maintenance, removal).
  • Assist with the building and testing of operating system and application configurations for faculty/staff, public use, computer labs, and classroom devices utilizing scripting with both Microsoft Intune and SCCM on all supported platforms; i.e. MAC, Windows, Android, etc.
  • Communicates with students and staff supervisors as necessary.
  • Assists in coordinating the recycling of aged equipment on campus.
  • Perform other duties as assigned.
  • Overtime may be required in the event of either planned or unplanned projects and/or outages.

Voice over IP (VoIP) phone system:

  • Manage phone device assignments, licensing, and deployments.
  • Assist in the assignment and support of online collaboration tools such as Skype for Business.

Other

  • Support and troubleshoot audio-visual setup as requested within classroom and event venues.
  • Install, configure, and support coax and streaming TV services.
  • Promote the education and use of information security standards as a primary objective of information technology solutions.

Required Experience & Qualifications:

Associate degree or higher in Computer Science or related field is preferred.  Should have experience in common computer applications, including Microsoft Office products, Adobe programs and various web browsers.  Experience preferred in technical and systems support, including troubleshooting, installing desktop hardware, software, and related peripheral equipment.  Must possess excellent problem solving skills and willing to accept additional responsibilities when asked.  Must be able to coordinate and prioritize a variety of activities in a busy office.  Must have well-developed interpersonal, organizational, and problem solving skills and be a team player.  Must be willing to learn new applications as needed in support of faculty, staff and student needs.  A positive attitude is a must.  Able to work under pressure and effectively communicate with all constituencies on campus.

 Working Environment:

Mostly indoors.  Will be required to walk between buildings to attend meetings, deliver equipment and perform onsite troubleshooting.  Must be able to ascend and descend stairs and capable of lifting 30 lbs. Must be willing to work flexible hours when required.

In support of a vibrant and active campus, this position will maintain different work hours while classes are in session during the Fall and Spring semesters.  Semester work hours will be Monday - Thursday,
1
0 am - 6:30 pm and Friday, 8 am - 4:30 pm.  Outside of a semester, work hours will be Monday - Friday,
8 am - 4:30 pm.

To Apply:

Submit cover letter and resume including the names and telephone numbers of three professional references.  Electronic submission of application materials is required in PDF format preferred.  Please reference “User Success Consultant” in the subject line of the email.  

Email: jobs@lycoming.edu

Review of applications will begin immediately and continue until the position is filled. Post-offer, pre-employment drug screen and criminal background check conducted.

 

Founded in 1812, Lycoming College is one of the nation's oldest and most respected residential liberal arts colleges. Lycoming is ranked by Forbes as a Top ROI College and by The Princeton Review as one of The 385 Best Colleges. Lycoming College's strong endowment-per-student and fiscal acumen provide the foundation to support a first-rate undergraduate education. The College is dedicated to providing a high-quality liberal arts and sciences education including more than 100 majors, minors, and concentrations. Our community of scholars collaborate with and mentor our diverse student body of approximately 1,200 active learners, including 35 percent international and domestic students of color, representing over 50 states, territories, and countries. Students compete in 17 NCAA Division III sports, participate in faculty-driven research, thrive in a robust program of internships, and study abroad in more than two dozen countries. Lycoming is located in Williamsport, PA, a city rich in the arts and ideally situated for outdoor recreation. Williamsport is the site of a world-class healthcare system (UPMC Susquehanna), modern manufacturing, federal offices and county seat, energy and natural gas resources, and home to and the birthplace of the Little League World Series. Learn more at www.lycoming.edu.

Lycoming College proudly celebrates and values diversity. We are committed to fostering an inclusive campus community supporting all faculty, staff, and students. We encourage applications from candidates with diverse backgrounds and all who are interested in supporting and contributing to our mission. Lycoming College is an equal opportunity employer.