Academic Support Services Technician II

Cuyahoga Community College; Cleveland (OH); On-site; USD 47,000 - 60,000; Full time

Job summary

Cuyahoga Community College in Cleveland seeks a Full-Time Learning Commons Support Specialist to provide high-level support across the Testing Center, Tutoring Services, Library, Media Services, and TLC/OpenLab.

You will administer placement and makeup exams, schedule tutoring and proctoring, assist with library operations, and help students and staff with hardware and software needs, including event support and user logon help.

Qualifications

• Minimum two years of customer service or desktop support experience.
• Bachelor’s degree preferred.
• Two years of AV experience with Extron certification.
• Two years of supervisory experience.
• Experience in a community college environment.
• Experience with placement testing.
• Experience in library circulation functions.
• High proficiency with Microsoft Suite.

Responsibilities

• Administers college tests on campus or off-site as needed.
• Schedules tutoring, testing, and proctoring appointments.
• Assists with library circulation and OhioLINK orders.
• Maintains Learning Commons records and web presence.
• Provides training workshops on site technologies.
• Supervises work‑study and part-time staff.
• Supports Media Services and AV setup for events.
• Responds to faculty and staff IT needs.

Skills

Customer service

Desktop support

Microsoft Office

Communication

Education

Bachelor’s degree

Tools

Extron Certification

AV equipment

Job description

Employment Type: Full-Time Support Staff

Union Position: Union

Work Schedule: Standard College Hours: M- F, 8:30am - 5pm (Must work minimum of two nights per week from 10:30 am - 7:00 pm))Hours may change based on operational needs.

Number of Openings: 1

Job Description

SUMMARY

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

DUTIES AND RESPONSIBILITIES

• Duties and responsibilities include,but is not limited to:
• 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

EDUCATIONand EXPERIENCE/TRAINING

• 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

• ServiceFocus
• Quality of Work

VERY IMPORTANT COMPETENCIES

• Communication

PREFERRED QUALIFICATIONS

EDUCATION and EXPERIENCE/TRAINING

• Bachelor’s degree.
• Twoyears of A/V Experience with an appropriate industry certification (Extron Certification).
• Minimumof two years of functional supervisory experience.
• Twoyears of work experience in a community college/higher educationenvironment
• Experiencewith Placement Testing
• Experiencein Library circulation functions

KNOWLEDGE, SKILLS, and ABILITIES

• Highproficiency with the Microsoft Suite

PHYSICAL DEMANDS/WORKING CONDITIONS

(The demandsdescribed here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonableaccommodation may be made to enable individuals with disabilities to performthe essential functions.)

• The work is performed in an normal, professional office or library environment with moderate noise levels.
• The work area is adequately lit, heated, and ventilated.
• Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands/fingers using a computer mouse and keyboard to type.
• Must be able to regularly kneel, crouch, stand, lift above head, climb ladders and lift or push items up to 25 pounds. Must occasionally lift or push items up to 50 pounds such as special event equipment, flatbed cards, and library bookcarts.
• Walking, standing, bending carrying light items such as papers, files, pamphlets, books, etc. areregular frequent.
• Work requires walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite.

This is a Full-time (1199/SEIU) Bargaining Unit Position, Grade 07

Full-time (1199/SEIU) bargaining unit employees at Cuyahoga Community College will be considered first for vacant positions.

Target Hiring Rate: Minimum salary $46,566/annually

Special Note

If hired, you must reside in the state of Ohio and be within commuting distance of this work location/campus to respond to onsite work demands upon the employment start date and throughout the duration of your employment with the College, as outlined in 3354:1-40-01.1 Recruitment and Selection Procedure .

Special Instructions to Applicants During the application process, you may be required to attach a cover letter and/or resume. It is recommended that you have these documents ready to be attached electronically to the online application. This system accepts only MS Word or PDF attachments. Any employment with the College is contingent upon satisfactory completion of a background check and drug screen.

Equal Opportunity Statement Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified workforce. Cuyahoga Community College is an equal employment/educational opportunity institution.