User Services Coordinator

User Services Coordinator

Job Number: 24384

Functional Area: Administration

Department: MIT.nano

School Area: VP Research

Employment Type: Full-Time

Employment Category: Exempt

Visa Sponsorship Available: No

Schedule:

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Job Description

USER SERVICES COORDINATOR, MIT.nano, to act as the primary point of contact and customer success representative for MIT.nano, a large shared services facility with over 300 tools and instruments serving over 1,500 users from MIT, other academic institutions, and industry. Will develop and maintain deep understanding of the MIT.nano facility policies and procedures and its basic tool categories and capabilities; answer questions for and assist prospective usersboth in person and virtuallywith basic facility navigation, ensuring efficient, effective, and timely responses; support existing users with administrative inquiries, registration, and onboarding activities; provide onsite administrative office support and ensure processes are efficient, accurate, and streamlined and that communication is accurate and clear; resolve all user issues in a timely manner; maintain the facility's web presence, crafting short announcements and updating web pages as necessary; maintain classroom training schedules; oversee lab management system capabilities; leverage user feedback for continuous facility improvement; and perform other duties as requested. Job RequirementsREQUIRED: bachelor’s degree; at least two years’ administrative, operations, and/or project/program management experience; ability to quickly learn new technologies and communicate those concepts to users; experience with web technologies and information databases; ability to deliver the highest level of support and customer service; self-motivation and a proactive approach to responsibilities while working under minimal supervision; meticulous attention to detail; excellent interpersonal, problem-solving, and written and verbal communication and presentation skills. PREFERRED: experience with complex database systems, and experience at MIT and/or other higher education institutions. Job #24384-69/3/24