Graduate Assistant & Support Supervisor, Technology Support Center

University of St Francis, IL; Joliet (IL); On-site; USD 15,000 - 20,000; Part time

Job summary

The University of St. Francis seeks a Graduate Assistant & Support Supervisor for its Technology Support Center. This role combines advanced customer service and technical support responsibilities, including supervising student workers and providing assistance with classroom technology. Candidates must be accepted into a USF Graduate program and demonstrate strong communication and technical skills, supporting Catholic and Franciscan values.

Benefits

Hourly stipend of $5,000

Tuition waiver for up to 9 graduate credits in spring

Qualifications

• Experience in a customer service role within a tech support department.
• Advanced knowledge of operating systems, software applications, and computer hardware.
• Ability to communicate technical information clearly.

Responsibilities

• Operate the support desk providing live and virtual end user support.
• Oversee the work of support specialists during shifts.
• Troubleshoot basic hardware and software issues.

Skills

Communication

Customer service

Empathy

Technical support

Education

Bachelor's degree in Management, Education, or Technology

Accepted into a USF Graduate program

Job description

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, please visit https://www.stfrancis.edu/titleix/ or contact the Title IX Coordinator at [e-mail].

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, providing live and virtual end user support, with administrative level systems access for advanced functions. The role includes responding to field-based issues such as classroom or onsite support requests. As a leadership role, you will oversee the work of support specialists during your shift and assist in training new team members.

Essential Duties and Responsibilities

1. Respond to support issues that come into the TSC desk (50%)

• Respond to Level 1 support issues using scripted responses and ensure positive feedback from end users.
• Troubleshoot basic hardware and software issues when no scripted response exists.
• Identify when to escalate issues to Level 2 support.
• Accurately document and report support ticket information.

Supervise Student Workers (20%)

• Oversee student workers onsite and at the support desk to ensure high end user satisfaction.
• Mentor and train student workers.

Respond to field-based support issues on campus (20%)

• Maintain professionalism when responding to onsite requests.
• Troubleshoot basic hardware and software issues.

Contribute to and refine the TSC documentation and knowledge base (10%)

• Communicate technical information clearly and concisely.

Other duties may include network and system installation and support during the summer.

Qualifications

Minimum:

• Accepted into a USF Graduate program (excluding Albuquerque NM campus); must be in good standing if continuing student.
• Experience in a customer service role within a tech support department.
• Effective communication skills across various channels.
• Ability to empathize with end users.
• Advanced knowledge of operating systems, software applications, LMS (specifically Canvas), network systems, and computer hardware.
• Knowledge of classroom technology such as projectors, printers, smartboards, video monitors, clickers.
• Ability to communicate technical information clearly.
• Willingness to ethically manage administrator-level access.
• Physical ability to perform job requirements.
• Support for the Catholic and Franciscan values of the university.

Preferred:

• Bachelor's degree in Management, Education, or Technology.
• Experience in help desk or call center roles.
• Experience with ticket tracking systems.

Pay Rate & Benefits

Hourly stipend of $5,000 from August through May, plus tuition waiver for up to 9 graduate credits in the spring semester.

Hours/Week

20 hours per week during Fall and Spring terms.

Close Date

Apply here