Student Technical Support Coordinator

Responsibilities

• Coordinate and assist the Student Technical Support Team, including training and providing feedback to enable student workers to build new skills and increase engagement.
• Develop workflows and processes for help desk technicians to improve the quality of service to users.
• Serve as a subject matter expert to provide troubleshooting advice, and directly resolve complex technical issues.
• Ensure the student workforce provides timely, effective, and proficient customer support.
• Coordinate work schedules for the Student Technical Support Team to ensure adequate coverage during peak service periods.
• Lead and mentor a group of peers to foster a well‑diverse and high‑performing team.
• Support collaboration tools, communication software, and personal computing technologies – administer loaner equipment when necessary.
• Manage the student loaner pool and determine eligibility based on criteria such as current courses, current laptop status, and student needs.
• Contribute to improving the student support digital presence by participating in projects that solve problems and increase reach.
• Coordinate necessary supplies for the student technical support office and follow established processes for procurement.
• Interview and assess potential student workers based on the department’s needs and functions.
• Manage ticket/service requests while meeting or exceeding defined service level expectations.
• Maintain and update the Student Technical Support Website (Word Press Divi) and AI chatbot.

• A Bachelor’s Degree and 3‑4 years of directly related experience in a Higher Education environment; preferred.
• Excellent written and verbal communication skills; ability to act as a liaison between students and other university offices in a professional manner for seamless, timely, and problem‑resolution.
• Preferred experience includes a minimum of 2‑3 years in general computer repair and software installation.
• Some familiarity with the integration of wireless networks.
• Must work well in a team environment.
• Willing and able to learn new technologies.
• Some knowledge of Linux preferred.

• Health & Welfare Programs:
  Employees and their eligible family members, including spouses and dependents, are eligible for Medical, Dental, Vision, and Life Programs.
• Wellness & Fitness:
  On‑campus Recreation and Fitness Center for employees and families;
  Employee Assistance Program.
• Commitment to Educational Excellence:
  Tuition assistance for employees and eligible dependents; tuition exchange opportunities.
• Employee discounts on products, services, and educational opportunities.
• Work/Life Benefits:
  Generous paid time off programs; a progressive paid holiday schedule (including a holiday break between Christmas and New Year’s); 4 weeks of parental paid leave; flexible work schedules including summer hours where applicable.

* The University of New Haven is not a qualifying E-Verify employer, and its use of E-Verify is limited to specific government projects. For that reason, candidates with STEM OPT authorization cannot be considered for employment.