Responsibilities

Key Responsibilities:

• Troubleshooting articles and resource access issues
• Meeting with users, stakeholders and vendors (as necessary)
• User account management and reconciliation (and associated activities)
• Writing IT support documentation
• IT metrics and assisting with BLInC operations metrics
• Triaging tickets in ticket tracking system
• Assisting with onboarding new services and resources
• Performing BLInC website updates
• Sets work expectations with customers and delivers against them
• Extensive, detailed knowledge of software build and deployment in a matrixed, shared services environment, as well as development life cycles

Critical Skills:

• Customer facing skills – written and oral communication
• Self-starter
• Self-motivated
• Strong MS Office skills
• Demonstrated ability to learn new systems.
• Ability to drive, and work well in teams
• Possess excellent customer consulting, written and communication skills

Basic Qualifications:

• Bachelor’s degree in Computer Science or relevant degree

• 2+ years of experience in the support of Library and Information Centers with IT support in a corporate infrastructure.

Preferred Qualifications:

• Some knowledge of HTML and/or CSS preferred, but not required
• Ticket/issue tracking systems experience
• PowerBI experience preferred; any dashboards experience is a plus
• Knowledge/education in the Life Sciences is a plus

Other Requirements:

• Must be able to remains in a stationary position more than 25% of the time
• The person in this position needs to occasionally move inside and outside labs
• Occasionally move or lift up to 25 pounds  
• Frequently operates a computer and other office machinery, such as a calculator, copy machine, and computer printer