IT Support Lead

Information Technology Support Lead

CCAD Vaccination Requirement Notice

Columbus College of Art & Design (CCAD) is committed to protecting our students, employees, and our communities from COVID-19. Toward that goal, and in consideration of guidance released by the state of Ohio, the U.S. Centers for Disease Control and Prevention (CDC), and a variety of public health authorities and professional organizations, CCAD is implementing a vaccination requirement policy for its students and employees.

All employees, including on campus, hybrid, or fully remote status, are required to receive the Covid-19 vaccination as determined by CCAD and provide proof of their fully vaccinated status upon hire.

Reasonable Accommodation

Employees in need of an exemption from this policy requirement due to a medical reason, or because of a sincerely held religious belief must request a Request for Exemption form to Human Resources to begin the interactive accommodation process after an official offer of employment is accepted. Accommodations will be considered and/or granted where they do not cause CCAD undue hardship or pose a direct threat to the health and safety of others.

Please direct any questions regarding this notice to Human Resources at humanresources@ccad.edu.

*CCAD reserves the right to modify, supplement, revise, or rescind any part of this notice as it deems necessary or appropriate with notification.

Summary of Position:

Reporting to the Director of Applications and User Services, The IT Support Lead oversees the Help Desk and Digital Print Lab within Library and Information Technology (L&IT). The Lead is responsible for coordinating and providing technical support for IT systems and services used by the campus community of students, faculty, staff, trustees, and guests while directing the Help Desk team of staff and student assistants. This position works closely with the Director and others in L&IT to build and maintain good relationships with academic departments and business units. This position assists with selection, deployment, and testing, and is responsible for the documentation and support of new campus software, systems and hardware. The Lead also oversees support for classroom and event A/V systems.

ESSENTIAL DUTIES AND RESPONSIBILITIES included but are not limited to the following:

• Coordinates incident management and service request fulfilment for IT hardware, software, and enterprise applications, using the IT Service Management platform and other request intake methods
• Creates and tracks KPIs and metrics for completing requests.
• Keeps close contact with others in L&IT to make sure requests are assigned to the right technician and are completed in a timely manner.
• Oversees and schedules Help Desk and Print Lab staff and student workers.
• Coordinates and, when necessary, provides A/V support for campus events.
• Identifies and works with others in Library & Information Technology to implement improvements for IT services and processes.
• Maintains strong relationships within Library and Information Technology and across campus with faculty, staff, students and administrators.
• Manages in coordination with the Director of Applications and User Services the budget for the Print Lab and ensures appropriate use of resources to effectively carry out operations.
• ­­Provides leadership and planning expertise as well as capable decision making at the operational level when necessary.
• Maintains, respects and protects the confidentiality of information.
• ­Provides shared experiences and expertise that will contribute to CCAD's commitment to diversity and inclusiveness.­
• Assumes other duties mutually agreed upon with the Director of Applications and User Services

Secondary Responsibilities

• Maintains vendor and consultant relationships as appropriate.
• As appropriate, supports other members of the Library & Information Technology team in providing coverage and direct support to the campus community.
• In collaboration with other IT staff, implements technology security standards.
• May serve on College-wide committees, task forces, working groups etc.
• Other duties or responsibilities may be assigned.

Tertiary Responsibilities

• Represents CCAD and Library & Information Technology by attending or presenting at appropriate conferences and events.
• Participates in the life of the College by attending campus events such as gallery openings, student exhibits and invited speakers.
• Other duties or responsibilities may be assigned.

Supervisory Responsibilities

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems in consultation with the Director of Applications and User Services.

Directly supervises (1-2 full-time staff) Help Desk and Print Lab staff and student workers including Information Technology Support Specialists and Print Lab and Help Desk Student Assistants.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Must be able to see opportunities for improvement, take ownership, and lead a team to implement improvements.
• Demonstrated ability to manage expenditures and prepare accurate cost estimates.
• Demonstrated ability to set priorities and facilitate technology-related planning processes.
• Demonstrated ability to analyze data and make decisions.
• Demonstrated effective oral, written and interpersonal communication skills, including the ability to effectively explain complex technologies to a non-technical audience.

Education and/or Experience

• A Bachelor's degree or at least three years of progressive responsibility providing end user support and carrying out staff and technology projects.
• Deep experience with both macOS and Windows platforms.
• Experience with supporting and troubleshooting classroom and event AV systems.
• Multiple years experience tracking incidents and service requests in an IT Service Management or ticketing system.

Physical Demands

• The employee is regularly required to walk and talk and hear.
• The employee frequently is required to stand; use hands to finger, handle, or feel; and reach with hands and arms.
• The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and taste or smell.
• The employee must occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Work Environment

• The employee works primarily on campus with occasional ability to work remotely.
• The employee is regularly exposed to outside weather conditions.
• The employee is occasionally exposed to wet and/or humid conditions, moving mechanical parts, fumes or airborne particles, toxic or caustic chemicals, extreme cold, and extreme heat.
• The noise level in the work environment is usually moderate.

COMPENSATION: This position is full-time, exempt. Compensation is commensurate on experience and qualifications. CCAD offers a benefits package including: vacation time, additional paid time off while the college is closed during winter break, sick time accrual, health and dental insurance, life and disability insurance, 403B retirement contribution, tuition remission, and free admission to the Columbus Museum of Art.

HOW TO APPLY: Visit www.ccad.applicantpro.com/jobs/ to submit your application. When asked to upload application materials, please submit a resume/CV, cover letter, and three references. If you are applying from any website other than CCAD or Indeed, you will receive a follow up email 3 hours after your initial submission directing you to follow the link and complete your application. You must complete this two- step process, or your application will be considered INCOMPLETE.

About CCAD: Columbus College of Art & Design, founded in 1879, is one of the oldest and largest private art and design colleges in the United States with more than 1,100 undergraduate and graduate students. Undergraduate students choose from 12 majors: With strong exhibition and visiting artists programs and a commitment to the integration of business and art, CCAD is a leader in art and design education.

About Columbus: Columbus is among the Top 10 best U.S. cities for new college grads and one of the top 10 creative scenes in the country as well as one of the 15 most affordable cities in the U.S. As one of the nation's largest college towns Columbus is the type of city where creative activities flourish. There are eight distinct cultural districts that surround CCAD and there are more than 165 restaurants, pubs, and clubs in downtown alone. CCAD is a campus community located in the heart of this vibrant city.

EEO Statement: As an educational and cultural institution, a culture of equity and inclusion is not an add- on at CCAD, rather it is central to how we define creative excellence and the health of our institution. CCAD believes that a culturally diverse campus is integral to academic excellence, and our student, faculty, staff, and trustee bodies should reflect the diverse world in which we live, with attention to race, ethnicity, religious creed, national origin, age, sex, sexual orientation, gender identity or expression, and ability. CCAD sees Art & Design as universally inclusive and inherently unbiased. CCAD is an equal opportunity employer and encourages applications from individuals who will contribute to its diversity.

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