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:
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Staffs a team of technical support representatives to assist faculty, staff and students in solving, non-routine or complex software, hardware, and procedure problems.
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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.
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Creates systems for responding to customer inquiries via in person, telephone, online networks, and mail.
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Selects and manages an automated system to manage and track inquiries.
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Communicates with technical staff regarding bugs and follows-up to make sure fixes are received and tested.
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Advises upper management on product development issues arising from product problems identified through technical support calls.
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Completes, maintains, and processes pertinent paperwork and records.
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Plans and schedules levels of support according to product release schedules.
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Assists in final testing of new or revised software products.
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Creates long-term strategies for growth maintenance of department resources; makes budgetary recommendations to upper management, and monitors expenditures against approved budgets.
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Analyzes support activities and makes recommendations for changes in procedures and resources.
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Confers with faculty, students, and managers to determine requirements for new or modified software and hardware.
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Establishes and monitors procedures for follow-up on all requests for assistance to ensure optimum customer satisfaction.
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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.
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Coordinates installation of hardware and software, and implementation of procedure changes.
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Ensure the effectiveness and responsiveness of services by scheduling and monitoring workloads and responding to customer needs.
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Develop and monitor the budget through the use of guidelines and departmental procedures.





