Academic Support Services Technician II

SUMMARY

Provides a high level of support services in the Learning Commons including the Testing Center, Tutoring Services, Library, Media Services, and TLC/Open Lab.

• Administers College tests such as placement and student makeup exams both on campus and off‑site as needed.
• Administers other institutional exams such as credit by exams (i.e., CLEP) and maintains a current CLEP certification.
• Inputs placement scores into Banner.
• Schedules tutoring, testing, and proctoring appointments.
• Travels to nearby High Schools and administers placement tests for incoming students.
• Provides support for library circulation desk functions, including the safe‑keeping and repository of library reserves and other materials, OhioLINK orders, and maintains site library holdings.
• Participates in the efficient and accurate operation of the Learning Commons processes, procedures and equipment.
• Maintains accurate and complete records of the Learning Commons.
• Anticipates and meets all customer needs accurately, professionally, and with a commitment to customer satisfaction.
• Monitors patrons, provides routine information, and directs callers/visitors to appropriate personnel and/or departments for assistance.
• Assists with college‑wide user logon support and print management.
• Acts as the initial point of contact and support in the response and troubleshooting for hardware and software problems.
• Responds to faculty and staff needs for operational issues and assistance with operating equipment.
• Provides technical assistance for special events: planning, set up, running, troubleshooting, and teardown.
• Provides support for Media Services including equipment reservations, checkouts, inventory, and service tickets.
• Performs campus repairs, preventative maintenance and functionality testing of ATCs, computer labs, and all classroom equipment.
• Provides training workshops to students, faculty, and staff on the varying technologies at the site.
• Functionally supervises work study and part‑time employees within the business unit.
• Oversees the accurate completion of day‑to‑day tasks within the Learning Commons.
• Maintains the Learning Commons web presence.
• Collects and presents learning Commons data as needed.
• Assists in scheduling part‑time employees.
• Performs other duties as assigned.

Education and Experience/Training

• Minimum two years of customer service experience or desktop support experience.

Knowledge, Skills, and Abilities

• Intermediate keyboarding, grammar, math, and Microsoft Suite skills.
• Excellent written, verbal, and interpersonal communication skills.
• Demonstrated record of customer service with internal and external customers, in varied settings (in person, online, and over the telephone).
• High degree of accuracy and attention to detail.
• Demonstrated ability to handle multiple tasks/responsibilities and prioritize work.
• Sensitivity to respond appropriately to the needs of students and the community.

Critical Competencies

• Service Focus
• Qualityof Work

Very Important Competencies

• Communication

• Bachelor’s degree.
• Two years of A/V Experience with an appropriate industry certification (Extron Certification).
• Minimum of two years of functional supervisory experience.
• Two years of work experience in a community college/higher education environment.
• Experience with Placement Testing.
• Experience in Library circulation functions.

Knowledge, Skills, and Abilities

• High proficiency with the Microsoft Suite.

• The work is performed in an normal, professional office or library environment with moderate noise levels.
• The work area is adequately lit, heated, and ventilated.
• Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands/fingers using a computer mouse and keyboard to type.
• Must be able to regularly kneel, crouch, stand, lift above head, climb ladders and lift or push items up to 25 pounds. Must occasionally lift or push items up to 50 pounds such as special event equipment, flatbed cards, and library book carts.
• Walking, standing, bending carrying light items such as papers, files, pamphlets, books, etc. are regular frequent.
• Work requires walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite.

This is a Full‑time (1199/SEIU) Bargaining Unit Position, Grade 07. Full‑time (1199/SEIU) bargaining unit employees at Cuyahoga Community College will be considered first for vacant positions. Target hiring rate:
Minimum salary $46,105 annually.

Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.