Department Summary & Job Purpose:
Mount Holyoke College’s Library, Information and Technology Services (LITS) Division empowers a diverse and inclusive learning community equipping every person to purposefully engage the world. We connect people with the information, expertise, spaces, and technologies that enhance their work and fuel scholarly endeavors.
The Enterprise Services Coordinator is responsible for overseeing the day-to-day operations of the Enterprise Services group. The portfolio of services managed and provided by this group includes campus ID card (OneCard) related functions, campus telephones, alarms, and video monitoring. The position is the lead on providing, coordinating, and supporting these services across campus for individual students, staff, faculty, campus guests, and groups. They act as the administrative point of contact for academic and administrative offices in establishing and managing OneCard access rules and telephony services for buildings, spaces, and events. They also support Dining Services and other offices in the use of OneCards for purchases, meal plans, and other business functions. For alarms and video monitoring services, they act as a liaison between application administrators, field technicians, and business offices that utilize these services.
To ensure the best experience for the College community, the position collaborates with the LITS Help Desk, and other areas of the College, to ensure card and phone provisioning, access management, and support is functioning efficiently, adapting to current needs, and are evolving to meet future requirements.
Core Job Duties and Responsibilities:
- Coordinate OneCard and telephone operations of Enterprise Services including responding to Tier-2 support tickets, as well as telephone, email, and in-person consultation.
- Oversee the production of ID cards for students, staff, and faculty. Assists in troubleshooting issues pertaining to printing cards, card readers, and related technologies installed across campus.
- Coordinate day-to-day requests for the card key access program and exercises discretion in providing card access privileges to faculty, staff, and students. Helps establish, implement, and maintain automation, access rules, procedures, and associated policies.
- Assign access rules for specific campus buildings and venues (more than 600 access doors) in support of various departments, events, and campus partners including Public Safety, Student Life, Events Management, Alumnae Relations, and others.
- Support identity, role, access, and group integrations between ERP, OneCard, Telephone, printing, vending, and other college systems. Coordinate the implementation of automated processes and provisioning whenever feasible.
- Review current users for correct access privilege; provide regular/ad hoc building and student access, and phone usage reports to business offices. Receive and process payments for card activity in accordance with established College finance protocols.
- Acts as Tier-2 support for managing and processing phone service requests, including extension, identity, and call tree management, reporting, and general troubleshooting.
- Coordinate and process purchasing and bill payments for Enterprise Services.
- Contact campus resources and vendors as necessary to resolve service issues. Maintain records of all service calls for access control.
- Train new employees, who have Access Management privileges, on the card access system as needed.
- Participate in staff meetings, technical discussions, and negotiations with other departments.
- Maintain a high level of quality customer service standards responding to questions and problems. Actively work with LITS colleagues to create a welcoming, inclusive, accessible, and user-centered environment in which a diverse population of students, faculty, and staff can thrive.
- May be required to be on call 24/7 as needed in rotation with other team members to respond to issues with securing buildings, alarms, and access points.
- Contributing to major seminal college events, which may be held at night, on weekends, or on holidays, are part of every employee’s responsibilities, regardless of their primary job role. LITS staff are expected to answer some of the campus-wide calls for staffing events such as orientation and graduation.
1. Bachelor’s Degree or combination of education and relevant IT support experience.
2. Knowledge and experience with the Heartland/Touchnet OneCard, CBORD, or other card access systems desired.
3. Knowledge and experience with multi-line telephone systems, including Avaya, Mitel, Cisco, or other systems desired.
4. Experience providing customer-focused support and resource coordination in a complex, multi-department environment.
5. Solid understanding of troubleshooting, triage strategies, and problem analysis procedures; ability to resolve technical issues quickly and efficiently.
6. Experience with Microsoft Office, O365, or Google G-Suite products. The ability to run and troubleshoot reports using application software (i.e. phone and OneCard systems) is desired.
7. Demonstrated ability to work effectively with a diverse group of faculty, students, administrators, staff, and others.
8. Commitment to customer service and inclusivity, including strong interpersonal skills.
9. Demonstrated proficiency with written and verbal communication. Ability to convey complex technical information in a way that is consumable to both technical and non-technical audiences.
10. Demonstrated ability to organize and prioritize a series of complex and interdependent work assignments.
11. Possesses integrity, ethics, and respect for confidentiality.
1. Frequently stand/walk, sit, perform desk based computer tasks, use a telephone, and grasp lightly/fine manipulation. Comfortable on a ladder, occasionally no more than 10’.
2. Frequently twist/bend/stoop/squat, reach/work above shoulders, grasp forcefully, writing by hand, sort/file paperwork, lift/carry/push/pull objects that weigh up to 50 pounds.
3. Occasionally kneel/crawl, operate foot and/or hand controls.
Working Conditions: Work is performed in both interior and exterior environments across campus. Frequent travel on campus to departments/buildings or to local off-campus locations is also required.
Mount Holyoke College is committed to providing a safe and secure environment, supported by qualified employees that will allow all of its students, faculty, staff and those associated with them to successfully carry out the mission of the college. As a condition of employment, the College will conduct appropriate background checks for all new hires. Mount Holyoke has designated the Office of Human Resources as the office responsible for ensuring that background checks (CORI, SORI, Credit History, & Driver Credential) are completed and utilized in the hiring process and Five College Office of Compliance and Risk Management as the office responsible for facilitating background checks as articulated in this policy.
Special Instructions for Applicants:
Apply online; application materials must include:
- A cover letter summarizing interests and qualifications
- A complete resume or curriculum vitae
- Contact information for 3 professional references
Mount Holyoke College is a women’s college that is gender diverse. The College is committed to providing equal access and opportunity in employment and education to all employees and students. In compliance with state and federal law, Mount Holyoke College does not discriminate on the basis of race, ethnicity, color, genetic information, sex, national or ethnic origin, religion, age, physical or mental disability, marital status, sexual orientation, pregnancy, gender identity or expression, ancestry, veteran or military status, or any other legally protected status under federal, state or local law. The College does not discriminate on the basis of gender in the recruitment and admission of students to its graduate program.
Mount Holyoke College is an Equal Opportunity Employer.