Coordinator, Field Support (LoP)


Item 4.A-September 12, 2014


To expedite and facilitate the PDQ review process, please send the PDQ and Org Chart electronically to for discussion and for initial review before routing PDQ for approval signatures.

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Incumbent(s) Name

OR New/Vacant:

Benjamin Roelofs

Mike Senior





Range /



Department: Information Technology

Account #(s): 1101-109-0902

Current Title:

College/Division: Provost


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



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



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




Huapei Chen, Chief Information Officer Date

Approved for Salary Placement Committee review.


Pres / Vice Pres / Vice Prov Signature



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: ____________________________________________________


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


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.


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


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.


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


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