Information Desk Supervisor and Classroom Technology Coordinator

About the role

This position provides technology support to university students, staff, and faculty and oversees the student workers at the Law School Help Desk. It also works with the ITS Operations and Budget Management Coordinator to update the inventory and manage equipment recycling.

Responsibilities

• Provides excellent and timely customer service to all members of the university community.
• Oversees the Law Technology Helpdesk, which is the primary source of student computing support in the law school.
• Serves as the primary support to the undergraduate community in May and June at the undergraduate Help Desk in Leyburn Library.
• Shares responsibility for processing Web Help Desk work Tickets for the Law and Undergraduate schools.
• Oversees the student Helpdesk workers at the Law School Help Desk.
• Provides training to student workers in using University-provided printer/scanner/copiers, entering jobs in the Web Helpdesk system, and supporting classroom technology.
• Communicates and coordinates with various ITS staff and groups regarding technical issues affecting user communities.
• Manages equipment inventory and recycling, including preparing and maintaining 12 loaner laptops for the short-term use of students, faculty, and staff of the Law School.
• Supports classroom technology by responding to help calls, preparing and delivering technology and A/V equipment, and reporting issues to the supervisor.
• Maintains an inventory of consumable equipment for printers and classrooms, and provides training in classroom technology for students and faculty.
• Supports the life cycle management of computers across the law school by monitoring the inventory and providing initial contact to alert faculty and staff about eligibility for computer replacement.
• Supports law student groups that use meeting spaces by providing training on the use of technology in those spaces and expectations on returning those spaces to their standard configuration after use.
• Supports public workstations in the law school by ensuring they are in good working order, clearing user profiles, and providing printing support.
• Supports a variety of printing devices across the law school, following the ITS Information Security Program and industry standard best practices.

Requirements

• A four-year degree or equivalent experience in technology support is preferred.
• Management experience is helpful.
• Must have a customer service orientation; enjoy working as part of a team; be highly organized; have demonstrated initiative; and enjoy troubleshooting and problem-solving.