Information Services Coordinator, Information Services Desk (Circulation and IT Help Desk) - Trinity College. Full Time, 40 Hours Per Week, 52 Weeks Per Year. Exempt. Open Until Filled.
Position Summary: Trinity College in Hartford, CT is seeking a
dedicated and customer-focused individual for the position of
Information Services Coordinator. This is a full-time position at the
Information Services Desk, which is a combined library and IT help desk.
The successful candidate ensures that members of the Trinity community
receive seamless IT technical support and access to materials in the
library’s collection (both Trinity’s and partner institutions) and
receive fast and accurate answers to questions.
Reporting to the Director of Constituency Services, this entry
level management position will involve working closely with Information
Services staff, other college departments, as well as consortium
partners to develop and maintain an outstanding customer service model
at the primary service desk of the Information Services department.
The successful candidate will play a vital role in implementing new
and innovative ways to serve the Trinity community. The incumbent will:
exercise independent judgement to make decisions that may depart from
standard procedures as needed; participate in evaluation of new work
processes and tools; assess current services and needed improvements by
analyzing data; and recommend new technology solutions as appropriate to
the needs of the department. Daily responsibilities include
participating in all services at a busy Desk operation, such as
processing Information Services tickets; ensuring that phone, email, and
web requests are appropriately handled; assisting clients with
technology issues; circulating materials; managing and coordinating
urgent and complicated support issues; basic oversight of building
operations such as safety and cleanliness; responding to questions
regarding IT and library services, policies, and procedures; making
decisions regarding the reduction or cancellation of fines, fees, or
blocks on patron accounts; registering new users; and coordinating
resource sharing activities for books and articles.
The Information Services Coordinator will also be responsible for
the hiring, training, scheduling, mentoring, supervising, and payroll of
our student assistants. The incumbent will serve on Trinity and
consortium committees as appropriate.
The ideal candidate will be: Friendly and outgoing with a positive
and cooperative attitude. Customer-service oriented, with proven
customer service work experience. Experienced in managing a diverse
staff. Able to successfully work independently and as part of a team in a
fast-paced environment. Familiar with technology, especially in an
academic environment, and comfortable troubleshooting issues with Mac OS
and Windows computers, printers, applications, databases, and WIFI.
Knowledgeable about user experience (UX) principles. Flexible with
scheduling and able to work evenings and weekends.
Qualifications: Bachelor’s Degree and IT, library or customer
service experience, including supervision of staff, or an equivalent
combination of experience and education.
This is a full time, full year, benefit eligible position. Salary
will commensurate with the successful candidate’s experience and
education. Review of applications will begin mid-February.
For more information and to apply, visit https://trincoll.peopleadmin.com/postings/1850.
