Technology Service Coordinator

Overview

About the Job

Technology Service Coordinator

Please note:

the position will be required to visit various buildings, classrooms, and construction project sites. Must be able to carry heavy hardware such as computers, testing equipment, projectors, etc. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position. The work expectation for this position is to be in-person, on campus.

Successful candidates will possess:

• Demonstrated strong customer service skills.
• Ability to build positive, professional working relationships with faculty, instructors, and other academic personnel.
• Ability to communicate effectively and respectfully with individuals at all levels of technical proficiency.
• Effective time management skills.

Responsibilities

Classroom Technology Support: (40%)

• Proactively develop positive, professional working relationships with academic personnel.
• Identify and respond to service and technology maintenance emergencies as required.
• Diagnose, troubleshoot, and perform repair work of audiovisual equipment according to industry standards
• Proficiently use ticketing and work tracking systems to prioritize and complete work
• Maintain a high level of knowledge in the areas of classroom presentation systems, including unified communication aspects, maintenance, operations, and end-user training of these systems, and actively recommend improvements or innovations to current processes/technologies.
• Maintain and keep up-to-date knowledge-based articles and end-user guides to assist users and peers in resolving common classroom technology issues.

User Support & Service Desk Operations: (35%)

• Provide top-notch customer service and quality assurance for the Office of Classroom Management
• Answer incoming questions via a variety of systems and operational issues: provide user information, troubleshoot basic problems, intake order information, and handle caller issues and problems
• Provides in-depth triage and customer follow-up for classroom issues, escalating to resources as needed, spanning team, vendors, and student staff.
• Maintain oversight of active cases, work orders, tickets, service requests, observation reports, and email/phone intake
• Build positive customer relations through coordinating classroom support and services
• Assists in inventory control, property management, and record-keeping

Service Team Coordination & Reporting: (15%)

• Ad hoc database reporting and data maintenance
• Track assets; maintain classroom property as defined by the room features database.
• Prepare and manage the monthly intake coverage schedule for the Service Team
• Provide administrative support for OCM units and collaborate cross-functionally with other teams, including assisting with ticket creation and special projects as needed.

Other Duties as Assigned: (10%)

• Professional development to maintain awareness of emerging technology and trends.
• Effectively communicate with a diverse group of students, staff, faculty, and external clients.
• Remain current on departmental policies and procedures.
• Positively represent the Office of Classroom Management to other departments.
• Participates in ongoing training, projects, and committees.
• Other duties as assigned.

* The employer reserves the right to change or add duties to this position as long as the changes and/or additions are consistent with the job classification.*