Item 4.A-September 12, 2014
ADMINISTRATIVE FACULTY POSITION DESCRIPTION QUESTIONNAIRE
To expedite and facilitate the PDQ review process, please send the PDQ and Org Chart electronically to marshag@unr.edu for discussion and for initial review before routing PDQ for approval signatures.
Questions - call UNR Faculty HR at 682-6114
INSTRUCTIONS: See http://www.unr.edu/hr/compensation-and-evaluation for complete instructions.
Incumbent(s) Name
OR New/Vacant:
Benjamin Roelofs
Mike Senior
Pos
#(s):
17317
CURRENT POSITION INFORMATION
Range /
Class.:
2
Department: Information Technology
Account #(s): 1101-109-0902
Current Title:
College/Division: Provost
JCC
40588 37/10 IT Professional II (CL to AD)-Coord, Field Spt-R2 07.926
Coordinator, Support Center-Coord, Field Spt-R2 77171
Action Proposed: ( check all that apply )
Proposed Title:
(X) Title Change, Proposed Title: R2 Coordinator, Field Support
( ) Proposed Reassignment from Range to Range
( ) Revised PDQ only (no change in range or title)
(X ) Line of Progression (show titles below) Pos #:
Coordinator, Field Support
Senior Coordinator, Field Support
TBD/11554
0
Range: JCC: EEO:
2 67615 3J
3 67616 3J
I certify that the statements in this description are accurate and complete to the best of my knowledge.
____________________________________________________________
Employee’s Signature
__________________
Date
I/we have reviewed the statements in this form and they accurately reflect the job assignments.
____________________________________________________________
Immediate Supervisor’s Signature
__________________
Tina Lundstrom, Assoc Dir, User Services Date
____________________________________________________________
Immediate Supervisor’s Signature
__________________
Robert Anderson, Manager, Global Support Date
____________________________________________________________
Director/Chair/Dean
__________________
Huapei Chen, Chief Information Officer Date
Approved for Salary Placement Committee review.
____________________________________________________________
Pres / Vice Pres / Vice Prov Signature
__________________
Date
Action Approved by the Provost/President (Completed by Faculty HR):
Effective Date: Approved Title: See Above
Employee signs on “final” stamped approved PDQ and sends to HR for personnel file.
Employee Signature:_______________________________________________ __________________
Printed Name: ____________________________________________________
Date
Rev: 10/1/2012

Position Description – Field Support – Coordinator & Senior Coordinator – LoP Page 2
1. Summary Statement: State the major function(s) of the position and its role in the university. Attach an organizational chart with positions, ranges, and names for the division which reflects the position in it as well as those supervised in the department. (This section is
used for advertisement of the position.)
The Field Support Coordinators are members of the User Services unit in the Information Technology
(IT) department. The positions provide field support coordination, monitoring and dispatch of technical workflow for an IT field support group, and supervision and evaluation of field support technicians and/or student employees within the assigned work unit. The positions work with other IT units to provide direct customer service and support via phone, e-mail, remote connection, or in person, and advise University departments and users on IT issues and projects. The positions collaborate with other IT and University staff to represent IT on technical issues. The positions report to the Manager,
Global Support or the Associate Director, User Services.
Range 2
The Coordinator, Field Support has lead responsibilities on specific areas of field support, such as higher level VIP technical support, Active Directory domain administration, campus software licensing and management, equipment surplus and inventory management, campus and hardware standards and recommendations. The position also participates in coordination of large IT equipment moves and deployments and on other special IT projects, as needed.
Range 3
The Senior Coordinator, Field Support has all of the responsibilities of a Coordinator, but possesses a greater personal knowledgebase of technical matters, both on the enterprise organizational level and on the department level and is therefore able to work with external units and vendors to provide a higher level of support for a variety of more complex services. The Senior Coordinator also manages the field support group’s budget and assets and daily financial accountability, work quality and quantity, and is the project lead on special IT projects, as needed. Additionally, the position is responsible for creating and upholding policy.
2. List the major responsibilities, including percentage of time devoted to each. Provide enough detail to enable a person outside the department to understand the job (percentage
first with heading and then bulleted information).
Range 2 - Coordinator:
55% - Field Support Group Coordination

Coordinate IT field support group daily operations and technical workflow

Supervise and evaluate field support technicians and/or student employees

Monitor workload and dispatch personnel

Coordinate within and across IT units with other coordinators and managers to improve services

Collaborate, train, and publish technical material to other IT units as useful
20% - Customer Troubleshooting and Escalation

Provide direct on-site customer service via phone, e-mail, remote connection or in person

Performs high level technical end user support, including direct VIP support to specific users

Keeps up to date, accurate and detailed logging of work orders

Act in a high level capacity to solve hardware, connectivity and software issues and back up other technicians

Collaborate with IT technical staff on administering desktop systems on the campus network following established security and technology use policy and procedures

Participates in active directory domain administration and related security

Position Description – Field Support – Coordinator & Senior Coordinator – LoP Page 3
15% - Customer Field Advisory Services

Advise and recommend users on IT issues, hardware, software, needs and policy

Assist academic and administrative users in and out of the field support group, User Services, and other IT units by helpful redirection as appropriate

Assist customers with surplus and inventory management
10% Special Project Coordination

Project coordination and resource coordination for projects within field support group

Work with other IT staff to coordinate special IT related projects between IT and other departments to successful completion
Range 3 – Senior Coordinator (in addition to R2 above):
50% - Field Support Group Coordination

Same as above
25% - Field Support Project Leadership

Project lead for special IT related projects between IT and other departments as assigned by management

Oversee tasks and delegate responsibilities to bring projects to successful completion

Provide detailed updates of project progress to management
15% - Customer Technology Services

Provide technology solutions on campus departmental purchases, setting campus standard specifications, and working with vendors to determine the optimal solutions to meet campus and departmental goals and academic missions.

Act as an administrator with primary responsibility for systems such as Active Directory domain administration, domain-wide computer management administration, and other enterprise-wide field support services administration

Work with other IT units to create and uphold policy and establish procedures
10% - Field Support Services Administration

Monitor and administer budget and purchasing and create budgetary reports for group

Oversee financial data for group and daily accountability and approval, including recharge account activities

Manage group assets and inventory tracking

Create and implement forms for new and modified positions, and Work Performance
Standards
3. Describe the level of freedom to take action and make decisions with or without supervision and how the results of the work performed impact the department, division and/or
the university as a whole.
Level of Freedom:
Range 2:
The Coordinator is responsible for the field support group to provide effective and timely solutions and is essential to desktop and enterprise end user computing issues in every department in the
University and is critical to administrative and academic success. Clear communication and thought in times of urgency is required to handle pressure situations. Quick decisions within policy must be made often without time to collaborate with management, and often affecting multiple users or departments or on occasion the entire University computing environment. The Coordinator consults with management on issues outside of standard policy and protocol.

Position Description – Field Support – Coordinator & Senior Coordinator – LoP
Range 3:
Page 4
The Senior Coordinator is responsible for independent decision making for the entire group and also as backup supervision and/or problem escalation for other IT units. Decisions may affect computing on the entire University campus and it is essential they are made timely with clear thinking and with proper information communicated. The Senior Coordinator must quickly and independently, using clear judgment, communicate to subordinates and across units when necessary, as well as to outside vendors for solutions that could affect urgent situations causing loss of smooth computing function or total functionality across the University. The position consults with management on strategic operational decisions.
Impact:
Range 2:
Faculty, Staff, students, researchers, grants, contracts and vendors are all heavily impacted by effective computing across campus. Proper coordination of support for computing resources to the campus impacts entire departments and groups of multiple users.
Range 3:
Efficient coordination and leadership, effective deployment and timely delivery of enterprise-wide computing support and resources enhance end user productivity and create a positive reputation for
IT across campus. The University’s ability to provide efficient computing resources and support can impress faculty to apply for positions, bring million-dollar grants for research, and sway prospective students to attend the University.
4. Describe the knowledge, skills (to include cognitive requirement and verbal and written communication), and abilities (to include task complexity, problem solving, creativity and
innovation) essential to successful performance of this job (in bullet format).
Knowledge of:
Range 2:

Advanced knowledge of computer hardware and software operating systems and common applications including but not limited to: Windows and Apple Desktop OS versions for the last
5 years, LINUX, commonly used office applications (i.e. Microsoft Office and Adobe) and malware protection utilities.

Human Resource management principles including hiring, evaluation, motivation and discipline

Supervisory principles

Project coordination principles

University and IT computing policies

Software End User License Agreements

Computing infrastructure in a large scale enterprise environment
Range 3 (in addition to R2 above):

Administration requirements and procedures for specific enterprise-wide systems

State and Federal policies

Budgetary and accounting principles

Project leadership principles
Skills:
Range 2:

Effective analysis and decision-making

Effective verbal and written communication of technical matters with technical and nontechnical users

Strong interpersonal skills

Position Description – Field Support – Coordinator & Senior Coordinator – LoP Page 5

End user desktop computing, networking and software applications support in an enterprise environment

Project coordination

Supervisory and leadership skills
Range 3 (in addition to R2 above):

Enterprise-wide systems and application administration

Human resource management skills

Strong decision-making skills

Budget management

Project leadership
Ability to:
Range 2:

Possess a desire for dedication to quality customer service

Maintain standards of service and professional demeanor in a frequently high pressure environment

Work in a service-oriented team environment

Establish effective working relationships with diverse clients, colleagues and partners

Follow policy and discern when issues or decision making should be escalated

Willingly log in clear detail actions and descriptions

Lead and guide individuals and teams

Effectively coordinate multiple projects and issues simultaneously

Make thoughtful and clear decisions affecting multiple users and departments
Range 3 (in addition to R2 above):

Persuade stakeholders at all levels in a professional manner

Participate in organizational discussions, accept and implement high level directives

Work with and on teams and committees, representing the entire department

Create clear and detailed policy and procedure

Disseminate unpopular policy and decisions to groups and individuals

Lead projects to successful completion, often involving teams of individuals spread out across campus
5. Describe the type of personal contacts encountered in performing the duties of the job.
Explain the nature and purpose of these contacts: i.e., to provide services, to resolve
problems, to negotiate.
Internal
Range 2:
Faculty, staff, management, student employees
Reason for Contact
To explain policy and procedure, consult and advise, act as technical resource, report status
Subordinates, co-workers, IT managers
Range 3: (plus R2 above)
Faculty, staff, management, student employees
Subordinates, co-workers, IT managers
To provide training, disseminate policy, provide supervision, participate on committees, coordinate projects
To develop policies and procedures, provide problem resolution, purchasing activities
To provide group and IT direction, deploy and enforce group policy, coordinate with other managers, budget activities, negotiate requests

Position Description – Field Support – Coordinator & Senior Coordinator – LoP
External
Range 2:
Outside Vendors
Reason for Contact
Range 3: (plus R2 above)
Outside vendors To establish relations, conduct large quantity purchasing, campuswide IT purchases, and negotiate agreements
Page 6
To submit quotes, handle purchases, support, pricing, licensing issues, and escalated support
6. Indicate the minimum qualifications which are necessary in filling this position should it become vacant. Please keep in mind the duties/responsibilities of the position rather than the
qualifications of the incumbent. a. Minimum educational level, including appropriate field, if any.
Range 2:
Bachelor’s Degree from a regionally accredited institution or a High School diploma or equivalent
Range 3:
Bachelor’s Degree from a regionally accredited institution
b. Minimum type and amount of work experience, in addition to the above required education necessary for a person entering this position.
Range 2:
Bachelor’s Degree and two years, or a Master’s Degree and one year, or a High
School diploma or equivalent and four years, of experience in consulting directly with end-users on the use of Information Technology in a medium to large (100+ user) networked environment
Preferred Licenses or Certifications: Any Microsoft Certifications and/or Project
Management Certification
Range 3:
Bachelor’s Degree and four years, or a Master’s Degree and one year, of experience in consulting directly with end-users on the use of Information Technology in a medium to large (100+ user) networked environment to include two years in a supervisory position
Preferred Licenses or Certifications: Any Microsoft Certifications and/or Project
Management Certification c. Indicate any license or certificate required for this position.
Valid Driver ’s License