Job ID 12436 Location Case Main Campus Full/Part Time Full-Time Regular/Temporary Regular Job Description POSITION OBJECTIVE Working under general supervision, work with Project Directors and others to ensure the successful completion of projects. May manage small technical projects. Manage and support information technology resources, services, and systems in University General. This position will implement procedures to create and maintain an efficient, managed technical environment that provides high-quality services and proactively anticipates and addresses issues. This service-oriented position requires excellent customer service and a breadth of technical skills as well as the ability to lead and implement small projects with a focus on Kelvin Smith Library. The position works alongside other staff members and student employees providing high-quality technical services to a diverse set of departments. Although individual staff may develop specializations in the overall service portfolio, a level of cross-training is also expected. ESSENTIAL DUTIES Initiate, manage, and implement small projects in conjunction with the requesting department and required UTech areas. Lead and follow through on project activities (with a technical component) spanning multiple teams and organizations. Monitor and maintain the project schedule. Perform business process analyses and reach sound, logical conclusions regarding customer needs and business requirements. Monitor project risk and problems. Make recommendations on issues affecting the project. Develop project and/or requirements, plans and channels for gathering, sharing, disseminating, and storing project performance information. Compile and distribute monthly and milestone-specific reports. Generate training and or guides where appropriate. Build relationships with vendor partners and maintain consistent contact. Assist with the development and implementation of financial tracking processes, tracks project funding, and ensures contract tasks are appropriately funded. Prepare clear, concise and accurate documentation, reports of work performed, project management reports and other written materials. Identify key supporters at all levels for change initiatives and help them maximize their contributions to change. (55%) Research, troubleshoot and resolve reported end-user issues with computers, audio-visual equipment, printers, tablets, phones, software and operating systems in the Kelvin Smith Library to support and perform periodic maintenance of the campus-wide library catalog system. Provide directions and support for the library's usage of both local and cloud-based storage solutions. Provide directions and support for the library's usage of the Google Apps suite of services. Assist with other administrative departments, and if necessary, with residence halls, Greek houses, and university-owned apartment buildings. Record all work in a ticket tracking system. Create and update internal documentation and help desk scripts for common issues. Provide ad-hoc training, where appropriate. Research developments in information technology use in assigned areas to anticipate user needs. Act as a change catalyst and communicate to stakeholders affected by changes and address their questions, concerns and need for information. (25%) Serve as a liaison between departments and internal technical support and project groups or external vendors to ensure consistent, efficient, and accurate resolution to issues or completion of projects. Identify and utilize technical experts in other areas of the university. Develop networks and use them to strengthen internal and external support. Identify opportunities and take action to build strategic relationships between University Technology and other university areas, teams, and departments to help achieve business goals. Establish and maintain solid working relationships with te