IT Regional Coordinator

Position Description This position provides oversight and workload delegation for IT and audiovisual (AV)-related end user support services for a designated region including supervision of assigned full-time staff, part-time staff, and student workers.Responsibilities and Duties (*Essential Functions)To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.*Recruits, coordinates, supervises, and evaluates assigned staff for all activities related to IT and AV including but not limited to AV support, projects, and equipment upgrades/repairs*Serves as primary region point of contact for the escalation of requests, advanced problem tickets, outages, or cybersecurity events for the assigned region and document any relevant mitigation procedures*Leads IT-related regional projects including setting goals and priorities and provides various levels of regional IT support as needed*Coordinates ITS operations and schedule staff for the assigned region by providing direct and critical oversight of the resolution of end user device issues and IT support services*Takes a lead role in collaborating with ITS personnel to resolve IT/AV-related issues, fulfill requests, develop, and maintain processes and procedures, and related documentation*Coordinates executive-level support coverage for board meetings, special events, etc.*Participates in vendor site visits as it relates to IT initiatives and in provided user and technical support training for specialized systems (ex: simulation labs, mannequins, dental chairs)*Responds to emergency situations as needed, during and after normal business hours, to identify, assess and mitigate critical operational issues*Assesses functional needs to determine specifications and coordinate with procurement staff and to ITS management for the purchase of hardware and software*Conducts QA for Provisioning and Deployment of software (testing and confirmation)Monitors active problem calls and tickets for compliance with SLA standards and follow-up with assigned personnel to ensure timely resolutionProvides hardware and software training as needed for faculty, staff, and studentsQualifications Knowledge, Skills, and Abilities Ability to take a leadership role in assigning and escalating incidents and problems to ensure quick resolutionAbility to multi-task and set priorities within tight timelines and high client expectationsDemonstrated ability to present ideas and conduct training for groups of people including the development of technical and end user documentationAbility to work independently and take initiative to resolve issues without direct supervisionPossess strong knowledge of industry standard project management conceptsDemonstrated knowledge and understanding, troubleshooting, and problem resolution of networking, cybersecurity, audiovisual, and current technologies needed by large educational institutionsFoster an open, collaborative relationship with faculty, students, and staff to identify IT-related services and support needsExercise a focus on customer service, analytical/critical thinking, problem determination, and team-oriented interpersonal skills and possess the ability to communicate clearly and effectively to a wide variety of audiencesAbility to understand and clearly relate to other members of the college technical specifications and general components of software, operations, and securityAbility to push, pull, lift, and carry up to 50 poundsValid Driver’s license and approval required by the College’s liability insurance carrierMinimum Requirements Associate degreeSix years experience in an IT related discipline supporting enterprise level IT support operationsTwo or more years serving in an IT leadership or supervision rolePreferences Bachelor’s degree in an IT related fieldHDI Support Center Analyst certificationAs an equal employment opportunity employer, Wake Tech values our workforce. Wake Tech is committed to reaching students in every part of Wake County and rallying around them to go as far as their dreams, talents and resilience will take them. As an institution of higher education, we are committed to valuing the unique experiences of the Wake Tech community. We strive to be self-reflective of the kind of student body we represent and the culture we are building, and we care deeply about supporting each employee’s professional growth.Benefits at a GlanceWake Technical Community College provides a comprehensive, affordable insurance and benefits program. We are continuously investigating new benefit offerings that are responsive to the needs of our annual** employees. Click for more information.

• State Health Plan
• Health Care and Dependent Care Flexible Spending Accounts
• Health Care Exchange Notice
• Dental Insurance
• Vision Insurance
• Additional Supplemental Insurances
• Disability Plan
• NC Retirement Plan
• Leave (Vacation, Sick, FMLA, Civil and Military, Community Service, Education, and Voluntary Shared)
• Paid Holidays
• Prior State Service Verification
• Supplemental Retirement Plan
• Employee Assistance Program
• Education Benefits
• College Savings Program
• State Employees’ Credit Union
• State Employees Association of NC (SEANC)
• Employee Discount Program
• Identity Theft Insurance

For further information, please contact 919-866-7890.**Please note: Most temporary (part-time or full-time) employees do not earn benefits.

Wake Technical Community College