Position Title Senior Information Technologist Department Information Technology Position Category Staff NonClassified About CCRI The Community College of Rhode Island is New Englands largest community college and a nationally recognized leader in catalyzing student success and achievement for recent high school graduates and returning adults alike We provide affordable open access to higher education and we deliver on our mission to offer all students the opportunity to acquire the knowledge and skills necessary for intellectual professional and personal growthDiversity is our strength We champion equity and we celebrate support and thrive on the diverse experiences backgrounds and perspectives that are represented across our four campuses We strive to hire and retain culturally competent faculty and staff whose demographics are reflective of our diverse student body To learn more about our employees values and what it means to work here learn about our Guiding Principles here Job Summary The Department of Information Technology provides modern reliable and integrated technology systems and services to support the mission of the College IT Customer Support is the primary point of contact for CCRI computing and offers a wide range of services for students faculty and staff including help desk audiovisual support event support and technology training The Senior Information Technologist provides technology support to faculty staff students and the college community in an efficient and accurate manner offers help to end users by providing direct assistance information documentation training and personalized expert support and coordinates escalation and problem resolution in collaboration with other Information Technology professionals Duties and Responsibilities Commitment to CCRIs Mission Demonstrate a commitment to the philosophy and mission of a comprehensive community college Work collaboratively with others and provide quality customer service in a diverse and inclusive student centered environment with students of various learning styles cultures identities and life experiences Customer Service Provide excellent customer service user support and automated help desk assistance Monitor the Help Desk tracking system to ensure that end user service requests are answered in a timely fashion andor assigned to an appropriate staff member Coordinate escalation and problem resolution in collaboration with other Information Technology professionals Escalate problems to other support staff as appropriate Technical Knowledge and Computer Skills Provide technology related assistance to faculty staff and students via the telephoneWebExemailticketing systemwalk in on supported hardware and software Supported software includes but is not limited to modern MS Windows and Macintosh operating systems MS Office and MS Office365 applications eg Word Excel PowerPoint Outlook MS Access MS Teams modern browsers MyCCRI Banner Blackboard Anti Virus software DUO and MS Authenticator for two factor authentication WebEx Zoom and department specific applications Troubleshoot hardware and network related problems on facultystaffe classroomlab desktops including peripheral devices such as printers and scanners Assist end users with mobile device connectivity to CCRI WiFi Assist in scheduling and presenting technology related workshops and trainings for the CCRI community Ability to design and deliver engaging and effective training programs for students faculty and staff on a variety of IT systems software applications and hardware tools Ability to manage multiple training sessions track progress and meet deadlines Strong troubleshooting skills and the ability to assist learners with technical issues during and after training sessions Assist with administration of ITSM ticketing system Keep informed of state of the art technologies and trends desktop operating systems and software applications Communications Skills Develop and maintain training materials including manuals slides videos and hands on exercises tailored to the needs of different users beginner to advanced levels Provide assistance to learners during training sessions and offer follow up support to resolve any technical issues or challenges Assist with the development and maintenance of the Department of Information Technology web site and other web based documentation Strong verbal and written communication skills with the ability to explain complex technical concepts to a diverse audience Create maintain and update training manuals and user documentation for supported hardware and software for the IT web site and help desk ticketing system Update training documentation for new Help Desk employees Deliver technology training in one on one and workshop settings SupervisionTrain supervise and schedule part time staff and student workers assigned to the help desk Departmental Support Recommend new support systems based on analysis of user needs Compile summary information to be included in reports of the Departments activities To participate in IT related projects as needed Other duties as assigned Minimum Requirements Associates Degree in a computer related field and a minimum 4 years of related experience preferably in a higher education environment Demonstrated experience in IT Customer Service in a fast paced and challenging environment Demonstrated experience in the use support and troubleshooting of the most current version of Windows and Macintosh operating systems Microsoft Office and Office 365 and browsers Demonstrated ability to work independently on multiple assignments and collaboratively within a team Excellent analytical organizational and communication skills Excellent interpersonal skills and the ability to work effectively and collegially with faculty staff students and colleagues Competencies and Desired Qualifications Bachelors Degree in a computer related field and a minimum of 2 years of related experience Working knowledge of ITSM principles and Help Desk ticketing systems Experience developing web pages and working knowledge of HTML Technical writing skills Working knowledge of student information systems eg Banner and learning management systems eg Blackboard Experience training one on one and groups Certification in IT training eg CompTIA Microsoft Certified Trainer Experience with online learning platforms and virtual training tools eg WebEx Zoom Microsoft Teams Knowledge of educational technologies and Learning Management Systems LMS