MAJOR RESPONSIBILITIES: Provides assistance in the daily directions and communication to employees on incident resolution, customer support and other areas of service; Provides continual evaluation of processes and procedures; Assists in the assigning of appropriate team members for resolution of service related issues within assigned school districts; Prepares for and leads meetings with SCRIC staff to review open incidents, projects and other topics; Interacts with school district staff to ensure that service related issues are resolved quickly and professionally; Communicates regularly with SCRIC teams regarding service operations, providing the critical link between service organizations and service management; Works with supervisor and IT Project Coordinators on the development of long range plans, policies and procedures; Enforces departmental policies and procedures within the department; Reviews quality of customer support provided to school districts in terms of response time and accuracy; Attends district meetings; Identifies training needs and provides appropriate training; Identifies service issues or internal school district changes that may affect SCRIC services; Prepares and maintains a variety of reports. Job Qualifications REQUIRED MINIMUM QUALIFICATIONS: + Graduation from a regionally accredited or New York State registered college or university with a bachelor's degree and one year providing customer service and support directly to users of technology hardware and/or software programs; OR + Graduation from a regionally accredited or New York State registered college or university with an associate’s degree and three years’ experience providing customer service and support directly to users of technology hardware and/or software programs; OR + Graduation from high school or completion of a general equivalency diploma and five years of experience providing customer service and support directly to users of technology hardware and/or software programs; OR + An equivalent combination of training and experience as defined by the limits of A), B), and C) above. + Broome County Civil Service Exam required. Special Note: Because of the radical evolution of technology in this field, qualifying experience must have been gained within the last five years. Civil Service Title: Associate Coordinator - Managed Services Job Number: 25-138