Student Consultant Coordinator

SUMMARY

Provides customer and technical support for JC employees and students. Under the direction of the Information Technology Customer Experience Director coordinates training, processes, and staffing efforts for Solution Center and Student Employee functions by performing the following duties personally or through other departmental labor resources. Student Consultant Coordinator is responsible for teaching, and coaching staff as the first line of technical support defense by solving first-level issues.

Responsible for understanding, supporting and actively demonstrating the College’s beliefs, values, mission and vision and being in agreement to be evaluated by same.

This position does not hold supervisory authority over professional staff and focuses on facilitating student success and supporting IT service operations.

• Manages student employees assigned to the Information Technology Student Computer Consultant model.
• Coordinates student consultants within a variety of projects that strengthen the college.
• Provides first-level customer support for all Information Technology services. Utilizes call tracking software to create problem descriptions and assign requests appropriately. Serves as first-level technical support contact for faculty, staff and students utilizing Information Technology services.
• Assists Applications Coordinator with TDX Self-Service/Knowledge base and utilizes Solution Center software to organize client portal requests and identify process improvement needs.
• Sets own project and work request priorities. Assists in communication with other departments to determine technological needs. Consults with departments to develop system solutions consistent with organizational objectives.
• Provides direct customer support on the Solution Center phone lines, various instant messaging platforms, the Solution Center email, and through work requests utilizing remote support tools to troubleshoot complex problems with student, staff, and faculty computers.
• Monitors Solution Center customer satisfaction of services performed by Solution Center personnel/student consultants. Creates a positive impression of the Solution Center and Information Technology. Advocating for student and employee needs that are discovered while providing customer support.
• Coordinates staffing resources for front desk service, training student employees and co-workers, delegating work requests, developing documentation, and providing technical problem resolution.
• Coordinates and maintains the flow of the ITSM system as well as the work requests entered into the ITSM system by Solution Center staff ensuring that information is documented accurately and escalated to the correct 2nd level support team when necessary.
• Coordinate with CEP staff to ensure each campus has dedicated CEP program equipment both onsite and at Jackson College available for immediate deployment and replacement as needs arise.
• Serve as the Primary liaison to Corrections Education Program (CEP) staff to ensure that all dedicated CEP Jackson College IT equipment is functioning properly and coordinate with CEP staff and courier to collect and deliver all defective and replacement equipment.
• Develops software certification programs to educate the Consultants about technical and interpersonal problem-solving skills.
• Maintains Solution Center customer satisfaction by delivering quality customer support and understanding of customer needs.
• Creates and maintains a positive impression of the Solution Center.
• Utilizes the Solution Center software to collect and organize work request descriptions and resolutions created by the IT Students Consultants and shares reports with the Customer Experience Team.
• Assists the Information Technology Customer Experience Director with applicable and appropriate budgetary line items as requested.
• Monitors and escalates tickets to facilitate meeting service level expectations.”

Trains, coordinates, and deploys student consultants while building an effective student work environment that meets the complex needs of the Information Technology Department, the student…