IT Systems & Services is seeking a motivated, self-starter to join our team as an Operations Coordinator. Reporting directly to the Operations Manager, the Coordinator is responsible for three primary areas - people, process, and platform.

People
● Oversees 100% of the requests, incidents and problems. Coordinates urgent and complicated support issues to ensure the UPEI community receives exemplary service.
● Supports the team providing support services on campus.

Process
● Develops, enhances, and supports adherence to best practices related to support services, asset management, and change management.

Platform
● Provides hands on support for technological solutions on campus.

RESPONSIBILITIES:

Coordinate the day to day operations of ITSS and support the use of computer hardware and software solutions by members of the campus community through the following activities:

● Assigning and prioritizing help desk requests from UPEI staff, faculty, students and guests
● Assuring users are provided efficient and timely first and second level support by monitoring user requests and following up with assigned personnel
● Scheduling to ensure Help Desk coverage during normal business hours and on-call support as required
● Establishing and ensuring adherence to ITSS best practices (i.e. account provisioning, change management, help desk tickets etc.)
● Assisting with development and implementation of technical standards/specifications (e.g. computer purchases, audio visual etc.)
● Providing operational reports and analyzes service metrics to develop improvement plans and support continuous transformation of service delivery
● Providing hands on staff support for administrative tasks and projects relative to computer software, hardware and other systems as required
● Isolating problem trends and collaborates with stakeholders to develop long term solutions
● Coordinating inventory and procurement of IT assets for clients through our depot.
● Documenting work performed using established departmental methods by using iTOP, Sharepoint, and Google Apps

QUALIFICATIONS:

• University degree in the field of computer science, information technology, or management information systems, and three years relevant work experience in an IT operational environment
• Thorough knowledge of IT operations best practices (e.g. ITIL)
• Excellent communication (verbal and written) and organizational skills
• Experience in developing and implementing operational processes
• Demonstrable customer-service oriented experience with a problem-solving attitude
• Ability to deal with multiple high priority initiatives in a fast paced, technical environment
• Ability to perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations
• Administration in a Microsoft Active Directory environment
• Installation, configuration, and use of microcomputer hardware/software including Microsoft Office, internet browsers and other common applications
• A Microsoft certification (e.g. MCSE) and/or professional certification in project management (CAPM/PMP) would be considered an asset