New York, NY

Supported by the Mellon, Hewlett and Niarchos Foundations, Ithaka is an independent not-for-profit organization dedicated to helping accelerate the adoption of productive and efficient uses of information technology for the benefit of the worldwide higher education community. Our initial focus is on helping promising not-for-profit projects develop sustainable organizational and economic models. Ithaka is affiliated with JSTOR and ARTstor, and is currently incubating three new initiatives: Portico, an effort to build a trusted and reliable archive of born-electronic journals; Aluka, a project with an aim to make primary source material from the developing world more widely available in digital form; and NITLE, an effort to help smaller colleges make full use of new electronic and networking technologies to support teaching and research. We are a small, growing entrepreneurially-minded organization that values teamwork, a collegial spirit and collaboration.

Ithaka supports the affiliated and incubated entities through the provision of three types of services: 1) strategic services, through which we offer strategic advice based on our combination of experience and access to a unique network of relationships with leaders in higher education, philanthropy, business and technology; 2) shared services, which includes provision of administrative, financial and technical services. The objectives of the shared services are to lower costs and increase effectiveness for the affiliated and incubated entities while enabling them to focus on mission-specific activities; and 3) research, which is dedicated to supporting the cost recovery goals of affiliated and incubated entities while also informing the general higher education community of the impact of new technologies.

We are searching for an energetic, highly technical, IT customer service oriented Support Services Coordinator based in New York, New York. This person will report to the Manager of IT Support Services. The person in this role will be a key member of Support Services team. Primary responsibilities for this position are to act as the primary contact and coordinator for support requests, problem escalation, and projects related to specific service recipients. The person in this position will work collaboratively with other Support Services staff to provide excellent technical support while focusing on support of executive staff. Additional responsibilities will include:

• Answer, evaluate, prioritize and document (through a ticketing system) incoming telephone, email and in-person requests for technology related assistance with escalation as needed
• Analyze and evaluate incident reports and make recommendations to reduce help line incident rate
• Communicate problems and changes from specific service recipients to IT Shared Services.
• Own and manage technical client relationships; be primary technical contact; provide senior executive support including occasional home visits.
• Drive resolution of technical issues through proper means and channels.
• Develop highly effective relationships across all departments.
• Write or revise both user training and helpdesk manuals and procedures.
• Develop project plans as necessary.

Required Skills and Experience:
The ideal candidate should have:

• At least 4 years of IT customer service
• Thorough knowledge of Microsoft operating systems, Microsoft Office and Blackberries
• Experience quickly learning new software and should be eager to research new technology and better solutions to existing problems
• Experience providing support to remote staff
• Proven track record of meeting deadlines and service level objectives and should have good judgment on when and to whom to escalate problems
• Must be proactive and be able to make informed decisions within his/her realm
• Excellent organizational and follow-up skills with strong attention to detail
• Must have proven experience at interacting positively with all levels of management and co-workers over various communication channels, including in-person, over the phone, via email and over instant messenger
• Effective and clear verbal communications skills are a must
• Experience writing clear, concise technical documentation and clear, accurate, non-technical summaries (samples of each style should be submitted)
• Must be able to work independently and have proven experience as a productive member of a team
• Rotational after-hours support (with the provided Blackberry phone) and travel to remote offices will be required

Ithaka is an equal opportunity employer that offers a competitive salary, comprehensive benefits package, excellent working conditions and the opportunity to grow and expand your skills. Qualified candidates should submit a resume, cover letter, and salary history to: SupportServicesCoordinator@ithaka.org. We will consider each response carefully, but only contact those individuals we feel are most qualified for the position. Relocation assistance is not available for the position. Telephone inquiries will not be accepted.