The Mid-Hudson Regional Information Center (MHRIC) is seeking a Customer Support Coordinator for a full-time, 12 month position to support our 47 districts and 4 BOCES. The ideal candidate has experience providing excellent customer service including phone, email, and virtual support; the ability to learn new software products and present them to potential customers; end user training and support experience; problem-solving and analytical skills; flexibility; ability to multitask; ability to work individually and as a team; and an understanding of data flows. The candidate must be organized, have experience with budgeting, spreadsheets and project management, the ability to creatively solve problems and provide solutions, and have strong interpersonal skills. Activities assigned to this position will vary based on requests from our districts.
All Civil Service laws, rules and regulations apply. Fingerprinting required.
Civil Service Classification: Competitive. Merit and fitness examination applies.
Ulster BOCES offers regionally competitive salary and benefits (see the Ulster BOCES Management Association contract at www.ulsterboces.org for details).
Salary commensurate with experience and training. Salary range: $78,184 - $82,818
GENERAL RESPONSIBILITIES: This position is responsible for assisting the Regional Information Center Manager with the coordination of customer support activities related to ancillary services such as physical security technology, food service or other management systems, automated notification and broadcast systems, mobile applications and emerging technologies for school districts. Incumbents are responsible for coordinating the activities and tasks of the personnel in the Regional Information Center responsible for providing ancillary service support to districts, BOCES and municipalities in the four-county region. An employee in this class consults with school contact persons regarding system requirements, processes, orientation, training, technical support, suggestions and other requirements. This position requires a specialized understanding of security technology, food service management systems, and notification systems for school districts, BOCES and municipalities, as well as the skill set to assist, guide and motivate a team. The work is performed under the general supervision of the Student Services Manager with wide leeway allowed in carrying out the details of the work. Does related work as required.
SPECIFIC DUTIES: The typical work activities listed below, while providing representative examples of the variety of work assignments in the title, do not describe any individual position. Incumbents in this title may perform some or all of the following, as well as other related activities not described.
- Responsible for the requirements of physical security technology, food service management, notification system processes including defining user requirements, developing and communicating a timeline of related activities, and where appropriate, provides guidance to users regarding NYS Child Nutrition direct certification processing and other food service application reporting deadlines;
- Organizes, presents and moderates quarterly regional meetings on physical security technology, automated notification systems, food service management systems and emerging technology that interfaces with MHRIC systems;
- Defines the goals of the customer support services team at the Regional Information Center;
- Assists the MHRIC Director or designee to develop and revise, where necessary, customer support service offerings through the Regional Information Center;
- Provides assistance, guidance, clarification and motivation to customer support team;
- Assists the MHRIC Director or designee to facilitate communication between district departments as it relates to the activities that support each MHRIC ancillary service offering;
- Identifies training needs for district and building administrators, support personnel and other staff responsible for the MHRIC ancillary service offering(s);
- Assists the MHRIC Director or designee to develop and deliver training specific to each of the ancillary service offerings;
- Assists the MHRIC Director or designee to develop documentation specific to assigned ancillary service offering, as well as how each offering may interface or work together to provide a richer level of service to MHRIC customers;
- Works directly with the MHRIC Manager on marketing of services and budget development;
- Prepares district proposals for specifically assigned MHRIC ancillary services;
- Conducts presentations for potential users and other interested groups;
- Prepares and delivers presentations at regional user group meetings and, where applicable, statewide meetings;
- Provides telephone, email and online webinar assistance;
- Works with Regional Information Center staff to improve current services, as well as to develop new services;
- Serves as expert for the Regional Information Center for customer support services as it relates to assigned ancillary services;
- May provide and/or contribute evaluation input for staff working on data management service offerings such as: working knowledge of services, ability to work with district staff, analytical and training skills, problem-solving strengths/weaknesses etc.;
- Assists the MHRIC Manager with vendor negotiations and vendor management.
MINIMUM QUALIFICATIONS: Either:
A. Graduation from a New York State registered or regionally accredited college or university with a Master’s Degree, which included or was supplemented by fifteen (15) credit hours* in Computer Science, Information Resources Management, Information Technology, Management Information Systems, Business, Education or closely related field and one (1) year of full-time paid, or its’ part-time equivalent experience in customer support relating to data processing or computer operations, data processing marketing or technical support, which included or was supplemented by experience in project management; OR
B. Graduation from a New York State registered or regionally accredited college or university with a Bachelor’s Degree, which included or was supplemented by fifteen (15) credit hours* in Computer Science, Information Resources Management, Information Technology, Management Information Systems, Business, Education or closely related field and two (2) years of full-time paid, or its’ part-time equivalent experience in customer support relating to data processing or computer operations, data processing marketing or technical support, one (1) year of which included or was supplemented by experience in project management; OR
C. Graduation from a New York State registered or regionally accredited college or university with an Associate’s Degree, which included or was supplemented by fifteen (15) credit hours* in Computer Science, Information Resources Management, Information Technology, Management Information Systems, Business, Education or closely related field and four (4) years of full-time paid, or its’ part-time equivalent experience in customer support relating to data processing or computer operations, data processing marketing or technical support, one (1) year of which included or was supplemented by experience in project management; OR
D. An equivalent combination of training and experience as indicated above.
Special Requirement: Possession of a valid New York State driver’s license appropriate to the vehicles operated or otherwise demonstrate their ability to meet the transportation needs of the job.
Special Requirement for appointment in School Districts including BOCES: In accordance with the Safe Schools Against Violence in Education (SAVE) legislation and by the Regulations of the Commissioner of Education, candidates for employment in school districts must obtain clearance for appointment from the State Education Department based upon fingerprinting and a criminal history background check.
AGENCY OVERVIEW
Our Mission:
At Ulster BOCES, our mission is to provide high quality shared educational, administrative, and technical services that will enable component school districts to develop the capacity of their students and adults to achieve higher standards of performance. With an emphasis on economic efficiencies, Ulster BOCES is committed to offering educational programs that enable all students to prepare for employment and/or post-secondary education.
The Ulster County Board of Cooperative Education Services is an educational agency serving eight component school districts. They are: Ellenville Central School District • Highland Central School District • Kingston City Schools Consolidated • New Paltz Central School District • Onteora Central School District • Rondout Valley Central School District • Saugerties Central School District • Wallkill Central School District
BENEFITS
Generous health insurance, dental and vision benefits. Paid time off. New York state retirement system membership and 403(b) tax-sheltered annuities plan. Flexible spending plan, disability benefits, employee assistance program and tuition reimbursement.
Equal Opportunity Employer
Ulster County Board of Cooperative Educational Services Non-Discrimination Statement
The Board of Cooperative Educational Services, Sole Supervisory District of Ulster County (“BOCES”), does not discriminate on the basis of an individual’s actual or perceived race, color, creed, religion, religious practice, national origin, ethnic group, sex (including sexual harassment and sexual violence), gender identity, sexual orientation (“sexual orientation” means heterosexuality, homosexuality, bisexuality, or asexuality), political affiliation, age, marital status, military status, veteran status, disability, weight, domestic violence victim status, arrest or conviction record, genetic predisposition or carrier status or any other legally protected status in regard to employment opportunities or educational/vocational programs or activities which it operates. All inquiries regarding BOCES Non-Discrimination policies and/or complaints regarding violation(s) of these policies should be directed to Amanda Stokes, Assistant Superintendent for Administration in one of the following manners:
By E-Mail: complianceofficer@ulsterboces.org
By Mail: 175 Route 32 North, New Paltz, New York, 12561
By Telephone: (845) 255-1400
Inquiries concerning the application of Title IX and its implementing regulation and/or complaints regarding violation(s) of these provisions can be referred to the Department of Education, Office of Civil Rights, 32 Old Slip, 26th Floor, New York, NY 10005-2500, Telephone: (646) 428-3900, FAX: (646) 428-3843; TDD: (800) 877-8339; E-Mail: OCR.NewYork@ed.gov.