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Support & Content Coordinator

Posted: November 9, 2020
Description
Skills
Education
Company Description

The Support & Content Coordinator is responsible for coordinating the delivery of high quality technology support and IT communications in a diverse academic technology landscape using various communications channels to empower users to take full advantage of the college technology environment. The Support & Content Coordinator will combine practical experience with industry best practices and champion a user-experience focused approach to excellence in service delivery. Applying broad technical knowledge, proven troubleshooting approaches and knowledge management best practices to effectively and efficiently resolve (or prevent) technology issues, the incumbent will encourage teamwork, model collaboration and seek to continuously improve support processes, knowledge sharing, and end-user enablement. The position reports to the Help Desk Manager. As a key member of the CTMS organization, the incumbent will build and maintain strong internal and external working relationships, acting as a process champion, technology service advisor and providing insight to inform strategy and planning.

Requires broad skills covering technology support, service delivery, customer service, communications, IT service management, knowledge management, desktop support, networking concepts, security fundamentals, and process improvement; proficiency providing customer-focused technology support to end users with varying levels of technical competency; 3-5 years of experience delivering technology support services in a diverse technology environment; proficiency supporting both Macs and PCs.

Bachelor’s Degree or combination of education and relevant Help Desk/IT support/ technical writing experience. Required Experience, Skills or Certifications

Mount Holyoke College is committed to enriching the educational experience it offers through the diversity of its faculty, administration and staff members. Mount Holyoke seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, and relevance in a global society. In furtherance of institutional excellence, the College encourages applications from individuals from underrepresented groups, including faculty, staff and administration of color, diverse gender identities, first generation college students and individuals who have followed non-traditional pathways to college and individuals with a demonstrated leadership commitment to including diverse backgrounds and perspectives.

Description

The Support & Content Coordinator is responsible for coordinating the delivery of high quality technology support and IT communications in a diverse academic technology landscape using various communications channels to empower users to take full advantage of the college technology environment. The Support & Content Coordinator will combine practical experience with industry best practices and champion a user-experience focused approach to excellence in service delivery. Applying broad technical knowledge, proven troubleshooting approaches and knowledge management best practices to effectively and efficiently resolve (or prevent) technology issues, the incumbent will encourage teamwork, model collaboration and seek to continuously improve support processes, knowledge sharing, and end-user enablement. The position reports to the Help Desk Manager. As a key member of the CTMS organization, the incumbent will build and maintain strong internal and external working relationships, acting as a process champion, technology service advisor and providing insight to inform strategy and planning.

Skills

Requires broad skills covering technology support, service delivery, customer service, communications, IT service management, knowledge management, desktop support, networking concepts, security fundamentals, and process improvement; proficiency providing customer-focused technology support to end users with varying levels of technical competency; 3-5 years of experience delivering technology support services in a diverse technology environment; proficiency supporting both Macs and PCs.

Education

Bachelor’s Degree or combination of education and relevant Help Desk/IT support/ technical writing experience. Required Experience, Skills or Certifications

Company Description

Mount Holyoke College is committed to enriching the educational experience it offers through the diversity of its faculty, administration and staff members. Mount Holyoke seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, and relevance in a global society. In furtherance of institutional excellence, the College encourages applications from individuals from underrepresented groups, including faculty, staff and administration of color, diverse gender identities, first generation college students and individuals who have followed non-traditional pathways to college and individuals with a demonstrated leadership commitment to including diverse backgrounds and perspectives.

Position Overview

Company

Mount Holyoke College

Location

South Hadley, MA

Job Type

Full time

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Position Details

Description

The Support & Content Coordinator is responsible for coordinating the delivery of high quality technology support and IT communications in a diverse academic technology landscape using various communications channels to empower users to take full advantage of the college technology environment. The Support & Content Coordinator will combine practical experience with industry best practices and champion a user-experience focused approach to excellence in service delivery. Applying broad technical knowledge, proven troubleshooting approaches and knowledge management best practices to effectively and efficiently resolve (or prevent) technology issues, the incumbent will encourage teamwork, model collaboration and seek to continuously improve support processes, knowledge sharing, and end-user enablement. The position reports to the Help Desk Manager. As a key member of the CTMS organization, the incumbent will build and maintain strong internal and external working relationships, acting as a process champion, technology service advisor and providing insight to inform strategy and planning.

Skills and Experience

Requires broad skills covering technology support, service delivery, customer service, communications, IT service management, knowledge management, desktop support, networking concepts, security fundamentals, and process improvement; proficiency providing customer-focused technology support to end users with varying levels of technical competency; 3-5 years of experience delivering technology support services in a diverse technology environment; proficiency supporting both Macs and PCs.

Education

Bachelor’s Degree or combination of education and relevant Help Desk/IT support/ technical writing experience. Required Experience, Skills or Certifications

Company Description

Mount Holyoke College is committed to enriching the educational experience it offers through the diversity of its faculty, administration and staff members. Mount Holyoke seeks to recruit and support a broadly diverse team who will contribute to the college's excellence, diversity of viewpoints and experiences, and relevance in a global society. In furtherance of institutional excellence, the College encourages applications from individuals from underrepresented groups, including faculty, staff and administration of color, diverse gender identities, first generation college students and individuals who have followed non-traditional pathways to college and individuals with a demonstrated leadership commitment to including diverse backgrounds and perspectives.

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