The User Support department is responsible for providing telephone support, in-person support, Corporate support and coordination for classrooms in the use of technology related issues by performing the following duties personally or through subordinates:

• Staffs a team of technical support representatives to assist faculty, staff and students in solving, non-routine or complex software, hardware, and procedure problems.

• Selects and provides formal and informal training and support for staff to answer and resolve all requests for support and to help customers use products properly.

• Creates systems for responding to customer inquiries via in person, telephone, online networks, and mail.

• Selects and manages an automated system to manage and track inquiries.

• Communicates with technical staff regarding bugs and follows-up to make sure fixes are received and tested.

• Advises upper management on product development issues arising from product problems identified through technical support calls.

• Completes, maintains, and processes pertinent paperwork and records.

• Plans and schedules levels of support according to product release schedules.

• Assists in final testing of new or revised software products.

• Creates long-term strategies for growth maintenance of department resources; makes budgetary recommendations to upper management, and monitors expenditures against approved budgets.

• Analyzes support activities and makes recommendations for changes in procedures and resources.

• Confers with faculty, students, and managers to determine requirements for new or modified software and hardware.

• Establishes and monitors procedures for follow-up on all requests for assistance to ensure optimum customer satisfaction.

• Meets with subordinates to discuss progress of work, resolve problems, and ensure that standards for quality and quantity of work are met.

• Meets with users to determine quality of service and makes necessary adjustments to accommodate their needs.

• Coordinates installation of hardware and software, and implementation of procedure changes.

• Ensure the effectiveness and responsiveness of services by scheduling and monitoring workloads and responding to customer needs.

• Develop and monitor the budget through the use of guidelines and departmental procedures.