Service Center Coordinator – Metropolitan State University

Posting found on MN Careers.

Job Title: Service Center Coordinator
Job ID: 38612
Location: St. Paul
Full/Part Time: Full-Time
Regular/Temporary: Unlimited

Metropolitan State University, Minnesota’s public, urban university, and recipient of the 2019 Insight Into Diversity Higher Education Excellence in Diversity (HEED) Award is seeking to hire a Service Center Coordinator.  This is a full-time position within Information Technology Services.

Job Class:  Information Technology Specialist 2

Working Title:  Service Center Coordinator

Who May Apply:  Open to all qualified job seekers
Date Posted:  01/31/2020
Closing Date:  02/21/2020
Hiring Agency/Seniority Unit:  MN St Colleges & Universities / Metro State University-MAPE / Information Technology Services
Division/Unit:  MnSCU Metro SU / MnSCU Metro SU Classified
Appointment Type:  Unlimited, Full-time
Work Shift/Work Hours:  Day Shift
Days of Work:  Monday – Friday, 8am-4:30pm, with some evening and weekend hours required based upon need
Travel Required:  No
Salary Range: $23.39 – $38.03/hourly; $48,838 – $79,406/annually
Classified Status:  Classified
Bargaining Unit/Union:  214 – MN Assoc of Professional Empl/MAPE
Location:  St. Paul Campus, Information Technology Services  (travel to other campuses required based upon need)
FLSA Status:  Nonexempt

Connect 700 Program Eligible:  Yes

Job Summary

This position provides daily coordination of all Tier 1 technical support for the Information Technology Services department at Metropolitan State University by providing excellent customer service and technical solutions that meet the needs of students, faculty, staff. 
This is a professional level staff position within the Service and Project Management Department that works under general supervision and provides daily coordination of the Service Center Team and all Tier 1 technical support and service management ticketing processes for Information Technology Services at Metropolitan State University. The Service Center Team provides a single point of contact to campus for information technology issues across multiple mediums, including phone, email, chat, and walk-up support.

Minimum Qualifications

The following qualifications are required of all applicants seeking consideration for this position. Only applicants whose resumes clearly demonstrate fulfillment of each of these minimum qualifications will be considered for the position:
  • Minimum of 1 year working in an IT Service Center environment.
  • Experience configuring and using a service management and ticketing software application(s).
  • Experience coordinating daily operating procedures, methods, processes and standards for all Service Center daily operations.
  • Experience providing daily operational work direction to a team.
  • Minimum of 6 months experience applying IT Service Management (ITIL) best practices, specifically incident management and service request fulfillment.
  • Exceptional customer service and communication skills including the demonstrated ability to communicate effectively in the English language by telephone, email, chat and in person with customers and colleagues in order to communicate technical concepts and/or processes and procedures.
  • Bachelor’s degree in business, IT or related field.

Preferred Qualifications

  • Information Technology Infrastructure Library (ITIL) Foundations certification.
  • Experience gathering and analyzing operational metrics and providing quality assurance.
  • At least 1 year of IT experience in higher education.

Physical Requirements

Requires occasionally lifting such articles as file boxes and heavy hand tools or heavier materials with help from others and/or lifting and carrying light objects frequently. Even though the weights being lifted may only be a negligible amount, a job is in this category may require walking or standing to a significant degree or may involve sitting most of the time with a degree of pushing and pulling of arm and/or leg controls.

Additional Requirements

This position requires successful completion of the following:

In accordance with the Minnesota State Colleges & Universities (MnSCU) Vehicle Fleet Safety Program, employees driving on college/university business who use a rental or state vehicle shall be required to conform to MnSCU’s vehicle use criteria and consent to a Motor Vehicle Records check.

Other Information

Employment information for this position can be found in its collective bargaining agreement or its plan document at http://mn.gov/mmb/employee-relations/labor-relations/Labor/.

Why Work For Us

The University:  Metropolitan State University, a member of the Minnesota State, is a public, urban university located in Twin Cities Metropolitan area. The University provides an excellent, inclusive and engaging education to eliminate opportunity gaps and lead the Twin Cities community to a prosperous and equitable future.  Recognized as a Minority Serving Institution, its employees serve approximately 11,000 students, two-thirds of whom are from communities of color or American Indian nations, are first in their family to attend college or are eligible for Pell grants.  Metropolitan State is recognized by CollegeNet as a leading higher education promoter of social mobility for students (Ranked #21 out of 1380).  The university offers programs leading to baccalaureate, masters and doctoral degrees.  We provide accessible, high quality liberal arts, professional and graduate education with continued emphasis on marginalized groups, including adult learners. Recognized in 2008 and 2014 by the Carnegie Foundation for Community Engagement and named to the President’s Higher Education Community Service Honor Roll, the university is committed to academic excellence and community engagement through curriculum, teaching scholarship and services designed to support an urban mission.
Visit our web site at http://www.metrostate.edu
For campus safety information and crime statistics visit: www.metrostate.edu/security
The School/Academic Department: Information and Technology Services (ITS) provides critical services to support and achieve the strategic goals of the University.  We strive on building relationships and partnerships with the campus community by providing knowledgeable, high-quality and courteous service. Our goal is to offer evidence-based, customer-focused, and innovative solutions to advance the university’s strategic goals.

GREAT BENEFITS PACKAGE! The State of Minnesota offers a comprehensive benefits package including low cost medical and dental insurance, employer paid life insurance, short and long term disability, pre-tax flexible spending accounts, retirement plan, tax-deferred compensation, generous vacation and sick leave, and 11 paid holidays each year.

How to Apply

Click “Apply” at the bottom of this page. If you have questions about applying for jobs, contact the job information line at 651-259-3637.

*To comply with privacy and data practices requirements, please refrain from including personal information or photographs in your application materials.

For additional information about the application process, go to http://www.mn.gov/careers.

Contact

If you have questions about the position, contact Michele Chilinski at michele.chilinski@metrostate.edu or 651/793-1811.

For TTY, call Minnesota Telecommunications Relay Service (TRS) at 7-1-1 or 1-800-627-3529.