Technology Support Center Lead - Student Staff

University of St. Francis; Joliet (IL); On-site; USD 48,000 - 54,000; Full time

Job summary

The University of St. Francis seeks a Technology Support Coordinator to lead the front-line Technology Support Center and supervise student workers. You will hire, train, and schedule staff, and ensure timely, effective help desk support for students, faculty and staff, with a hands-on approach.

Key duties include coordinating Level 2/3 escalations, refining IT workflows, building a knowledge base, and promoting continuous quality improvement across technology services.

Qualifications

• Bachelor’s degree in any management or technology field, or 2+ years of work equivalent experience in technology customer service, technology or end-user support.
• Demonstrated ability to communicate effectively on the phone, in person, in email, in chat systems, or via virtual conferencing tools.
• Sensitivity to customer needs, an interest in people, and the ability to grow relationships.
• A propensity and willingness to learn new technologies.
• Advanced knowledge of common computer operating systems and software applications.
• Advanced knowledge of computer hardware including PCs, Macs, Printers, Tablets, Mobile Devices, etc.
• Detail-oriented, with the ability to record, organize, and communicate details.
• Ability to meet deadlines, solve problems and work as a member of a team.
• Ability to perform the physical requirements of the position.
• Willingness to support the Catholic and Franciscan values of the university.

Responsibilities

• Ensure that any support issues brought to the attention of the TSC student pool are effectively resolved including issues escalated to level 2 network support.
• Participate in escalated level 2 network support issues and accelerate to level 3, if needed.
• Refine, develop and improve the workflows and processes of the student TSC.
• Oversee the creation of an internal knowledge base born from the successful maintenance and installation of computer software and hardware.
• Manage the TSC technical student staff.
• Create work schedules that guarantee end-user support during defined business hours.
• Verify that any solutions provided by third party support vendors effectively address the reported issue.
• Identify recurring support issues and develop creative solutions to address the root cause of the issues.
• Participate in the communication process for any system disruptions and/or outages.
• Provide student staffing and support for any large-scale projects during the summer term.
• Participate in and promote a culture of continuing quality improvement.
• Other related duties as assigned

Skills

Communication skills

Customer service

Teamwork

Adaptability

Tech-savvy

Education

Bachelor’s degree or 2+ years experience

Tools

Ticketing system

Job description

The University of St. Francis seeks a Technology Support Coordinator to lead the front-line Technology Support Center and supervise student workers. You will hire, train, and schedule staff, and ensure timely, effective help desk support for students, faculty and staff, with a hands-on approach.

Key duties include coordinating Level 2/3 escalations, refining IT workflows, building a knowledge base, and promoting continuous quality improvement across technology services.