Operations Student Leads – (Service Desk and Maintenance) Internal Hire

PURPOSE

Operations Student Leads provide leadership, training, communication, and support while acting as the main liaison for work assignments and communications between Operations leadership and student workers. Support is divided between two distinct yet mission-critical areas. The Service Desk and Maintenance teams.

KEY RESULT AREAS

• Service Desk: Team The Service Desk serves as the central point of contact for students, faculty, staff, and alumni who are on campus. It is the public face of Luther Seminary. This position leads the Service Desk team, providing scheduling, training, and daily staff triage for student workers and themselves. The majority of work in this position will be performed on regularly scheduled shifts in addition to meetings, event support requirements, and an occasional need to fill in for workers who are unable to work their shift. This position will receive an additional $ 2.50 per hour. Specific duties will vary based on the assigned shift and the campus schedule, but primary responsibilities are as follows
• Use scheduling software to set up a monthly schedule for student workers for both Operations teams.
• Learn the building hours and schedule priorities.
• Work with leadership to schedule workers for events outside of normal hours.
• Communicate with other Service Desk workers about scheduling needs, timelines, and expectations; managing weekly hour maximums.
• Serve as a first point of contact for students who are unable to fulfill their shifts.
• Update Operations documents and SOPs as needed.
• Provide training to service desk student workers on our processes, policies, and procedures.
• Provide Operations department office support.
• Other Duties as Assigned

RELATIONSHIPS

Operations team workers are accountable to the Director of Operations but may report to and take direction from other Operations department staff as designated by the Director

JOB SPECIFICATION

• Commitment to Luther Seminary’s Mission and Vision
• Students must possess an ongoing commitment to advancing the Mission and Vision of Luther Seminary through the effective use and support of technology.
• Required Knowledge, Skills, and Abilities:
• Maintain a professional demeanor with individuals seeking help and provide support in a clear, calm manner.
• Protect the privacy and security of confidential account information.
• Attention to detail.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Self-starter, motivated to proactively address issues, and willing to ask for help.
• Able to describe problems as well as solutions on the phone.
• Must be able to read and write English.
• Must be able to lift up to 30 pounds.
• must be on campus during peak periods: September, January, May and June. Extended time away from campus should be discussed in advance with the on-call team and Operations Coordinator
• Desired Education and Experience:
• Experience working independently.
• An interest in learning about technology and A/V equipment.
• Effective troubleshooting and problem-solving skills.

DISCLAIMER

To perform this job successfully, an individual must be able to perform the primary job responsibilities with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work being assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of individuals in the job. This job description is not an employment agreement and/or an expressed or implied employment contract. Management has the exclusive right to alter this description at any time without notice.

The pay range for this role is: 15.97 - 15.97 USD per hour (Luther Seminary )