Student Technology Support Lead & Training Mentor

Jobtailor; Carlisle (Cumberland County); On-site; USD 42,000 - 62,000; Full time

Job summary

Jobtailor in Carlisle, PA is seeking a hands-on Student Services Supervisor to recruit, train, and oversee a student technical team. You will manage daily Help Desk operations, maintain documentation, and coordinate IT training events.

The role focuses on mentorship, knowledge-base expansion, and effective communication with students, faculty, and staff to ensure excellence in user support services.

Qualifications

• Associate's Degree in Information Technology or a related field.
• 1–3 years of work experience.
• Strong communication, technical troubleshooting, and organizational skills.
• Ability to work independently and collaboratively in a dynamic support environment.
• Experience or capability in recruiting, hiring, training, scheduling, and supervising student technical staff.
• Ability to create and maintain technical documentation and knowledge bases.
• Ability to plan and deliver IT training, workshops, and instructional support.
• Ability to maintain, image, diagnose, and troubleshoot loaner laptops.
• Employment contingent upon satisfactory completion of a background check.
• Verification of identity and employment authorization through Form I-9

Responsibilities

• Recruit, hire, train, schedule, and supervise student technical staff.
• Oversee daily functions of the Student Help Desk, ResNet Services Annex, and Hardware Support Assistant positions.
• Provide performance feedback, coaching, and mentorship to student employees.
• Maintain and update the student staff handbook, operational policies, and support workflows.
• Maintain and expand User Services’ internal and public-facing Knowledge Base.
• Write and edit technical how-to guides and improve documentation accessibility and usability.
• Plan and coordinate IT training, workshops, orientation events, and drop-in support sessions.
• Assess training needs and develop targeted instructional materials for students, faculty, and staff.
• Represent User Services in campus initiatives and technology onboarding activities.
• Create and distribute student-focused IT communications through email and other platforms.
• Disseminate information about service outages, system updates, and technology resources.
• Oversee the health, readiness, imaging, maintenance, diagnostics, and checkout procedures for loaner laptop fleets.
• Serve as backup to the full-time Help Desk Specialist and provide front-line user support.
• Assist student staff with escalated support issues and reinforce Help Desk procedures

Skills

Recruiting & Hiring

Training & Development

Technical Troubleshooting

Documentation & Knowledge Base

User Support Management

IT Training Delivery

Performance Feedback

Project Coordination

Communication Skills

Organizational Skills

Education

Associate's Degree In Information Technology

Tools

Imaging & Diagnostics

Knowledge Base Tools

Documentation Tools

IT Training Platforms

Job description

Jobtailor in Carlisle, PA is seeking a hands-on Student Services Supervisor to recruit, train, and oversee a student technical team. You will manage daily Help Desk operations, maintain documentation, and coordinate IT training events.

The role focuses on mentorship, knowledge-base expansion, and effective communication with students, faculty, and staff to ensure excellence in user support services.