Graduate Assistant & Support Supervisor, Technology Support Center

University of St. Francis

United States, Illinois, Joliet

500 Wilcox Street (Show on map)

Nov 24, 2024

Posting Information

First Section

Job Title	Graduate Assistant & Support Supervisor, Technology Support Center
Position Number	ST3000-00
Organizational Unit	Technology Support Student Workers - Joliet, IL
Posting Number	SP0764-16
Notice of Nondiscrimination	The University of St. Francis does not discriminate in its employment practices or in its educational programs on the basis of any protected class. The University also prohibits retaliation against any person opposing discrimination or harassment or participating in any internal or external investigation or complaint process related to allegations of misconduct. For a complete copy of USF's Policy on Equal Opportunity, Harassment, and Nondiscrimination for All Faculty, Students, Employees and Third Parties or for more information, please go to https://www.stfrancis.edu/titleix/ or contact the Title IX Coordinator at TitleIX@stfrancis.edu.

Requirements

Responsibilities	The Graduate Assistant & Support Supervisor is an advanced customer service role within the Technology Support Center ( TSC). This position operates the TSC support desk and provides both live and virtual end user support, and has administrative level systems access to carry out advanced functions of the TSC. You will also respond to field-based issues including classroom or onsite support requests. The Graduate Assistant & Support Supervisor is a leadership role and will oversee the work of the support specialists working during their shift. You may also help train newer members of the team. ESSENTIAL DUTIES AND RESPONSIBILITIES 50% - Respond to support issues that come into the TSC desk * Respond to level 1 support issues via scripted responses and receive positive feedback from end users * Troubleshoot basic hardware and software issues when no scripted response exists * Identify when to escalate to level 2 support * Accurately document and report support ticket information 20% - Supervise Student Workers * Oversee student workers both onsite and at the support desk ensuring a high level of end user satisfaction * Mentor and train student workers 20% - Respond to field-based support issues on campus * Carry oneself in a professional manner when responding to field-based requests * Troubleshoot basic hardware and software issues 10% - Contribute to and/or refine the documentation and knowledge base of the TSC * Communicate written technical information in a clear and concise manner Other duties as assigned. During Summer this may include network and system installation and support.
Qualifications	MINIMUM: * Accepted into a USF Graduate program of study, with the exception of those at the Albuquerque NM campus. Must be in good standing if a continuing graduate student. * Experience working in a customer service function for a technology support department * Demonstrated ability to communicate effectively on the phone, in person, in email, in chat systems, or via virtual conferencing tools * Demonstrated ability to empathize with end users * Advanced knowledge of common computer operating systems and software applications * Advanced knowledge of learning management systems; specifically Canvas * Advanced knowledge of network systems and their operation * Advanced knowledge of computer hardware including PCs, Macs, Printers, Tablets, Mobile Devices, etc. * Advanced knowledge of classroom technology such as projectors, printers, smartboards, video monitors, clickers * Advanced ability to communicate written technical information in a clear and concise manner * Leadership aptitude * Willingness to ethically manage administrator level access to information * Able to perform the physical requirements of the position * Willingness to support the Catholic and Franciscan values of the university PREFERRED: * Bachelor's degree in Management, Education, or Technology areas * Experience working in a help desk or call center capacity * Experience administering a ticket tracking system
Pay Rate Hourly	$5000 stipend August through May and tuition waiver up to 9 graduate credits for spring semester.
Hours / Week	20 hours per week during the Fall and Spring term
Close Date
Quick Link	https://stfrancis.peopleadmin.com/postings/4960