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Senior Technology Support Specialist

Position Deleted on 2/15/2013. This position is no longer an active posting on HigherEdJobs.
Chicago, IL
Admin - Computing - Support and Training
Application Due:
Full Time
Location: District Office
Employee Type: Full Time Staff
Department: OIT
Union Status: Local 1600
Hours: 37.50 per week
Salary: $53,987 - $73,221
Closing Date: Thursday, February 14, 2013

The City Colleges of Chicago (CCC) District 508, is the largest community college system in Illinois and one of the largest in the nation, with 5,800 faculty and staff serving 120,000 students at seven campuses and thirteen satellite sites city-wide. The City Colleges of Chicago is currently in the midst of a collaborative effort to review and revise CCC programs and practices to ensure students leave CCC college-ready, career-ready and prepared to pursue their life's goals.

CCC includes seven colleges: Richard J. Daley College, Kennedy-King College, Malcolm X College, Olive-Harvey College, Harry S Truman College, Harold Washington College and Wilbur Wright College. The system also oversees: the Washburne Culinary Institute, the French Pastry School, two restaurants, five Child Development Centers, the Center for Distance learning, the Workforce Institute, the public broadcast station WYCC-TV Channel 20 and radio station WKKC-FM 89.3FM.

This position is responsible for delivering high quality, cost effective technology support solutions to all district users and ensuring high levels of user productivity by increasing the reliability and availability of district technology. The Senior Technology Support Specialist will also be responsible for supporting the City Colleges of Chicago's goals and objectives for the Information Technology department and the organization as a whole.

Ensures City Colleges of Chicago is delivering effective and efficient technical support by coordinating CCC technical support team efforts. Provides administrative management and oversight to members of the Customer Service Team. Drives the team and instills a good customer service culture. Acts as a technical escalation point for team members. Approves escalations and oversees the incident to completion.

Develops inter and intra team processes that promote efficiency and communications excellence. Engages with vendor technical resources as appropriate to resolve technical issues. Understands product roadmaps and more effective utilization of existing technology solutions. Tracks trouble ticket resolution metrics against Service Level Agreements (SLAs). Oversees the prompt completion of breached SLA tickets. Promotes processes that support the Information Technology Infrastructure Library (ITIL) methodology, change management and risk management.

Documents all technical support incidents, including any follow up documentation and knowledge base updates. Measures and reports on service delivery performance metrics including customer satisfaction surveys and trouble ticket open, closed, and breached statistics. Produces SLA exception reports and investigates the root cause of the SLA breach. Serves as a liaison with business units that have IT services demands to understand business drivers. Establishes relationships with customers and conducts service reviews for key customers. Supports the implementation of infrastructure services projects.

Performs other duties as assigned.

All CCC employees are required to adhere to CCC Customer Service Excellence standards.

Associate degree in Computer Science, Mathematics, Electronics, or related field with 7 years of experience working in an IT or related field with job description and duties comparable to this CCC position, or an equivalent combination of training and experience required.

Requires extensive technical knowledge including high versatility and full familiarity with various hardware and software used at CCC. Knowledge of OIT Remedy system. Information Technology Infrastructure Library (ITIL) knowledge preferred. Good understanding of Service Level Agreements (SLAs). Demonstrated ability to act as a team leader.

Good verbal and written communication skills especially for the layman. Organizational knowledge for adherence to proper procedures when issuing access rights to both systems and equipment. Various levels of creativity and applied knowledge of computer technology is required and desired in order to continue with constant improvement and learning of new, emergent technologies.

How to Apply

For consideration, all interested candidates, including current CCC employees, must submit a current resume and a cover letter in MS Word or PDF format. Submit by electronic mail only to the below email address, type the position title that you are applying for in the Subject heading, and indicate Full Time or Part Time position:

Senior Recruiter

Chicago residency is required for all full-time employees within 6 months of hire. We are an equal opportunity and affirmative action employer. Vacancies may be pending budget approval.

Due to the high volume of resumes that we receive, only those candidates selected for interviews will be contacted. Thank you for your interest in CCC!
City Colleges of Chicago is an Equal Opportunity Employer.
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