Academic Support Services Technician II

About the Role

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

Responsibilities

• 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.

Required Qualifications

Education and Experience/Training

• Associate’s degree
• 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.

Competencies

• Critical Competencies: Service Focus, Adaptability, Quality of Work
• Very Important Competencies: Communication, Collaboration
• Important Competencies: Continuous Improvement, Time Utilization

Preferred Qualifications

Education and Experience/Training

• 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 in Banner Information System
• Experience with Placement Testing
• Experience in Library circulation functions

Knowledge, Skills, and Abilities

• High proficiency with the Microsoft Suite

Physical Demands and Working Conditions

The work is performed in a normal, professional office or library environment with moderate noise levels. The work area is adequately lit, heated, and ventilated.