Southern Oregon University is a welcoming community committed to inclusive excellence and the celebration of diversity. Without diversity, our educational process is diminished. Working together in support of our commitment to diversity, we strengthen and enrich our role as learners, educators and members of a tightly connected global community. We encourage those who share in our commitment to diversity, to join our community and we expect all our employees to demonstrate an ability and desire to create an inclusive campus community.

The Temporary Computing Coordinator pool is intended for qualified applicants to be called upon for appointments, on an as-needed basis of a limited duration.

Information Technology (IT) provides information resources and technology services to the entire campus community, in support of the academic mission. IT also provides technical assistance in the design, acquisition, installation, and maintenance of the campus systems, media, and telecommunications infrastructure including; desktop computer equipment; institutional databases; enterprise-wide applications; technology equipped classrooms, distance learning classrooms, telecommunications systems; centralized access to a campus-wide software library, remote on-line services, open-access and program specific computer labs, consulting, training, and user support. Information Technology provides assistance to University leadership in strategic planning for technology initiatives which strengthen both efficiency and effectiveness. The purpose of this position is to systematically improve IT literacy, support faculty and staff computing, and encourage effective and appropriate use of IT resources for teaching, learning, research, and administrative work of the university. This position supports the Division of Business, Communication & the Environment, Grants and Contracts department, Interactive Marketing and Media Relations, Institutional Research, National Parks Service, Student Health and Wellness Center, University Seminar and other departments as needed. This position is responsible for the repair, configuration and maintenance of desktop and mobile hardware, software applications, network printers/ print servers and other peripheral devices campus-wide. Some of the specific duties performed include: responding to user requests; creating, modifying, disabling, or deleting a user account, group, or distribution list; troubleshooting and repairing user accounts, permissions, or authentication problems in a variety of systems including Active Directory, Windows, Macintosh, Google, Moodle, etc; following established procedures; managing permissions on electronic data storage; creating, removing or modifying a network printer; planning, scheduling and coordinating the installation of computer equipment and telephones; supervising student staff install and repair technicians; monitoring selected Help Desk service queues; maintaining inventory records for hardware and software; managing equipment replacement of faculty/staff computers and printers, providing advice to faculty/staff for information technology related purchases. Strong customer service and training skills must be used to address issues and ensure user satisfaction. Training includes not only one-on-one user training but may also include classroom training and the training of student help desk employees in procedure, documentation, customer service and common issue resolution. This position reports to the Client Services Manager and collaborates with every IT unit within the Information Technology Organization. Southern Oregon University is an equal access AA/EOE committed to achieving a diverse work force and, as such, is an inclusive campus community dedicated to student success, intellectual growth, and responsible global citizenship.

This position performs work at Level 1 of the IT compentency series. Level 1 is designed for those who apply general knowledge to address common problems of a limited scope and/or contribute to group tasks. Typically works under direct supervision.

This classification requires a basic foundation of knowledge and skills of technology and information systems generally obtained through an AA degree in computer science, information systems, educational technology, communications, or related fields,
or similar certified course work in applicable fields of study and at least one year of related work experience.

Associate's or higher degree in a related field. Microsoft certification, CompTIA Net+ Certification, Apple Certified Support, Professional Experience in any of the following areas: eDirectory, Active Directory, LDAP and/or Apple Open Directory, Google Suite, desktop and laptop repair, Providing technical training to support staff and customers, Deploying Windows, Mac, and Linux based operating systems using desktop automation tools and methods (Apple Remote Desktop, JAMF, ZENworks Suite, Symantec Altiris, Microsoft System Center Configuration Management), Performing quality assurance testing for desktop operating system and application software deployment and configuration.

The following duties are expected to be performed at Level 1 of the IT compentency series. Level 1 is designed for those who apply general knowledge to address common problems of a limited scope and/or contribute to group tasks. Typically works under direct supervision.


Department User Support:
Handle service calls and requests from faculty and staff via telephone, email and web based ticket entry system. Provide tier 1 and 2 support services including installation and upgrade of hardware and software, configuration of applications, and apply problem solving methodologies and diagnostic utilities to aide in troubleshooting. Escalate issues to other teams as needed. Coordinate with internal teams and serve as the liaison between faculty and staff users and IT staff to ensure rapid resolution of reported issues. Work with vendors and online support sites to resolve complex issues or complete warranty repairs. Create and maintain help desk tickets, knowledge base, reports, and other documentation. Complete post image configuration of laptop, netbook, iPAD, smartphones and other mobile devices. Anticipate and troubleshoot difficult problems affecting multiple systems. Recommend technical services to meet the immediate needs of users.

Install and Upgrade Applications and Client Operating Systems:
Install and maintain operating systems on faculty and staff computers. Use automated Operating System and Application Software delivery tools such as Microsoft System Center Configuration Manager or JAMF to automate the deployment of operating systems and software and to customize the way applications operate within the network environment when necessary.

Equipment Life Cycle Replacement and Coordination of Computer Equipment Installation:
Coordinate activities associated with the acquisition, installation, redistribution, and maintenance of desktop, laptop, and peripheral equipment for faculty and staff. Assesses user requirements and recommends best fit on equipment purchases. Maintain accurate inventories of computer equipment and software.

Desktop Management:
Collaborate with the Network and Communications Team (Desktop Systems Administrator) with the development of desktop configuration strategies and group policy management design. Review computer hardware specifications and configuration as required to successfully deploy operating systems and application software.

Training and Orientation:
Provide classroom and/or one-one-one training for staff and faculty in designated areas, other team members, and student employees in computer software applications, operating systems and troubleshooting techniques.

Account Administration and Maintenance:
Provision user accounts for faculty and staff in designated areas. Troubleshoot and repair employee account authentication problems in a variety of systems including Active Directory, Windows, Macintosh, Google Apps, Banner, Moodle, and others. Respond to requests for password resets and creation, modification, disabling and deletion of accounts; groups; distribution lists; and network file storage. Monitor automated account provisioning services. Follow user account retention and administrative action procedures.

Network Printing:
Assist with maintenance of network printing environment for the campus.

Division of Business, Communication & the Environment, Grants and Contracts department, Interactive Marketing and Media Relations, Institutional Research, National Parks Service, Student Health and Wellness Center, and University Seminar:
Handle service calls and requests from the faculty and staff of the Division of Business, Communication & the Environment, Grants and Contracts department, Interactive Marketing and Media Relations, Institutional Research, National Parks Service, Student Health and Wellness Center, and University Seminar via telephone, email, and web based ticket entry system. Provide tier 1 and 2 support services including installation and upgrade of hardware and software, configuration of applications, and apply problem solving methodologies and diagnostic utilities to aide in troubleshooting. Escalate issues to other teams as needed. Coordinate with internal teams and serve as the liaison between faculty and staff users and IT staff to ensure rapid resolution of reported issues. Work with vendors and online support sites to resolve complex issues or complete warranty repairs. Create and maintain help desk tickets, knowledge base, reports, and other documentation. Complete post image configuration of laptop, netbook, iPad, smartphones and other mobile devices.