Technology Support Coordinator

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Working at Lewis & Clark College

The campus is located on 137 acres of beautifully landscaped grounds in Portland’s southwest hills. Our strong commitment to sustainability is reinforced through recycling programs, energy conservation, alternative transportation options, and farm to fork initiatives. For benefit-eligible positions, we offer a competitive benefits package that includes options for health, dental, vision, tuition, life insurance, retirement and more.

Lewis & Clark College is committed to achieving a diverse workforce. Candidates from diverse backgrounds are encouraged to apply. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, gender identity, sexual orientation, marital status or age.

PRIMARY PURPOSE:

The Technology Support Coordinator provides technical troubleshooting and front line service and support to the Lewis & Clark community at the IT Service Desk. They respond to email, phone, chat and in-person inquiries. Support includes, but is not limited to, assistance with basic network connectivity issues, computer software and hardware troubleshooting, virus removal as well as account management and access requests.

The Technology Support Coordinator is also responsible for managing the various work order queues to help ensure the timely completion of technological questions, problems and requests. In addition, the Technology Support Coordinator is responsible for the management and support of both the IT Service Desk’s equipment checkout system and staff scheduling tool.

The Technology Support Coordinator also fields questions, provides direction, mentoring, training, and first line supervisory support to our large team of student workers at the IT Service Desk and the Resource Lab.

This position is represented by the Lewis & Clark College Support Staff Association Local 4912 of the American Federation of LCCSSA Collective Bargaining Agreement .

DESCRIPTION OF DUTIES & RESPONSIBILITIES:

1. Technology Support 30%

  • Provide daily support and advice to faculty, staff and students in the use of technological resources. Organize and coordinate resources necessary to provide this support including troubleshooting and analyzing problems with hardware, software and network connectivity.

  • This includes both serving as the technical expert for the Information Technology Service Desk and developing documentation and guides so front line Service Desk student workers an competently and appropriately resolve or route in-person and remote requests for technology assistance.

  • Respond to service requests for campus technology. Work directly with students, staff and faculty to analyze problems, research solutions and coordinate resources necessary for resolution. Meet with or talk to affected individuals to help ensure total customer satisfaction

  • Such assistance includes helping clients determine an appropriate level of technology for their needs and explaining relevant IT services, support agreements, policies and procedures as needed.

  • Serve as the second line of technical support behind the Information Technology Service Desk student employees. This requires remaining current on emerging technologies and possessing the ability to competently research and troubleshoot complex issues.



2. Facilitate Communication (20%)

  • Monitor all incoming communications for Information Technology, especially the general Service Desk email queue, chat queue and phones. Respond promptly to service requests for campus technology while setting appropriate expectations with clients.

  • Develop detailed documentation and training materials for the Information Technology Service Desk student employees and the campus community at large.

  • Maintain and update technical information and procedures available to the student employees through the online Knowledge Base. Create and add documentation as new processes and procedures are developed and implemented. Remove outdated information and review incoming knowledge base articles from other fixers groups for clarity, relevance and accuracy.

  • Manage a blog and send out weekly updates to student workers apprising them of emerging issues, recent changes and helpful reminders.

  • Establish ongoing solid professional relationships with students, staff and faculty providing issues, recent changes and helpful reminders.

  • Work towards building a friendly and helpful environment that encourages the campus community to seek out and value the services provided by our staff and student workers.

  • Represent the Information Technology Service Desk at various departmental meetings around campus as well as take part in presenting at new student orientations.



3. Lead/Mentor Student Workers (30%)

  • Mentor and train the student employees working at the Information Technology Service Desk incorporating the ongoing use of our student level program and badging system.

  • Assist student workers with the day-to-day operations of the Information Technology Service Desk. This includes greeting faculty, staff and students and other visitors to the Information Technology Service Desk (in person, via phone, chat or email) and overseeing the level of support being provided by the student workers

  • Actively answer questions and serve as the primary point of inquiry and escalation for student workers.

  • Assist with setting a positive tone and fun work environment at the Information Technology Service Desk.

  • Ensure the student workers consistently provide excellent customer service and help to bestow a positive experience to all who utilize our services

  • Provide direct feedback and technical assistance utilizing in-the-moment coaching to address any questions, issues or concerns

  • Lead by example and provides service in a courteous, prompt and professional manner while demonstrating genuine empathy and concern

  • Create and maintain in monthly work schedule for student employees. This includes verifying student availability, establishing the schedule, securing back up for students who cannot fulfill their assigned shifts and finding students who work during summers and breaks.



4. Operation Support (20%)

  • Manage the various departmental work order queues to ensure issues are addresses and completed in a friendly, knowledgeable and timely manner.

  • Design and generate monthly reports detailing the type of issues and volume of work orders received, breaking the numbers down by category and sub-types. Use data to look for possible trends along with their overlying root causes.

  • Handle scheduling, registration and maintenance of IT resources including, but not limited to, computer lab reservations, laptop loaner program, audio/visual equipment checkout and LinkedIn Learning registrations

  • Responsible for assisting with gaps in schedule coverage at the Information Technology Service Desk and fielding escalation calls from clients requesting to speak with an Information Technology staff member.

  • Grant access to shared network drives, manage and issue video conferencing licenses, create Google Groups, grant open access to specific network devices and provide extended guest Wi-Fi access.

  • Check the status of accounts and reset club and departmental passwords as needed.

  • Maintain pool of checkout equipment and ensure all details are properly entered into our online reservation system. Oversee the maintenance and replacement of damaged gear. Troubleshoot any issues and work with the vendor to resolve problems that are more complex in nature.

  • Experiment with new technology and recommend equipment to add existing stock. Coordinate the efforts of student workers and oversee completion of the biannual inventory.

  • Work alongside Student Accounts Services to investigate and process applicable print charges, late fees and equipment replacement costs.

  • Work with Service Desk Manager and departmental fixer groups to help mitigate future impact of known technical issues.

  • Quickly respond to technological emergencies, rally the troops and keep key players apprise of any changes to service.

  • Responsible for maintaining the inventory of all supplies and resources needed to effectively run the Resource Lab and keep up with print demand.

  • Consult with vendors and professional organizations to evaluate equipment and best practices

  • Review current departmental processes and procedures and proactively look for and implement more effective and efficient methods processes.



5. All Other Duties as Assigned

MINIMUM QUALIFICATIONS:

  • High school diploma plus 7 years of directly related job experience OR Associate’s degree and 5 years of directly related job experience OR Bachelor’s degree and 3 years of directly related job experience.

  • Excellent analytical and technical troubleshooting skills along with experience supporting technology in a network environment.

  • Strong ability to understand, analyze, research, troubleshoot and resolve complex technical issues affecting Windows and Macintosh operating systems, Android and iOS.

  • Familiarity and demonstrated knowledge of electronic mail, web browsing and searching, word processing, spreadsheets and presentation software is required.

  • Customer services – 4 years

  • Technical support – 4 years

  • Supervisory experience – 2 years

  • Training experience – 2 years

  • Exceptional customer services skills and the ability to continually exceed client expectations and wow them with high level of service provided.

  • Excellent communication skills, both written and verbal, with the ability to explain complex terms and ideas in a simplified manner that is easily understandable.

  • Ability to create, modify and manage and communication work schedules

  • Excellent organizational and time management skills and have the ability to manage numerous projects with competing timelines.

  • Ability to mentor, teach and train student workers while serving as a role model for providing friendly, professional and competent

  • technical support

  • Ability to analyze student performance and provide effective in

  • the-moment coaching and feedback.

  • Self-motivated with the ability to work independently or as part of a team

  • Possess strong leadership skills along with continually demonstrating a positive ‘can do’ attitude



PREFERRED QUALIFICATIONS:

  • 5 years of job related experience

  • Customer service – 4+ years

  • Technical support – 4+ years

  • Supervisory experience – 2+ years

  • Call center experience – 2+ years

  • Training experience – 2+ years

  • Project management – 1+ years

  • Mac OS and Windows Experience – 4+ years

  • Computer troubleshooting experience – 4+ years

  • Adobe CC experience – 2+ years

  • Microsoft office and Google App Experience – 4+ years

  • Zoom video conferencing experience – 2+ years

  • Bomgar remote support experience – 2+ years

  • ShiftPlanning (Humanity) schedule creation experience – 2+ years

  • SiSo equipment checkout experience – 2+ years

  • Higher education technical support experience – 4+ years

  • Hands on experience with audio/visual and photographic equipment – 3+ years

  • A+ (CompTIA) Certification

  • MCSE (Microsoft) Certification

  • ACMT (Apple) Certification

  • Cisco Networking (CCENT or CCT) Certification



PAY RATE:

  • $28.91/hr

  • Benefits Eligible: Yes



PHYSICAL REQUIREMENTS:

  • Moderate amount of lifting of light weight (up to 15lbs.) to medium weight (15 to 35lbs.) climbing or working in physically tiring work.

  • Bending, Crawling, Kneeling/Squatting, Twisting, Climbing (ladder), Climbing (Stairs), Standing, Sitting, Walking, Grasp/Grip, Pinch/Squeeze, Reach, Push/Pull, Repetitive Hand Movements, Seeing, Talking, Listening



Directions for Cover Letter

Please upload your cover letter on the My Experience screen in the resume section.

Lewis & Clark College adheres to a nondiscriminatory policy with respect to educational programs, activities, employment, and admission. We do not discriminate on the basis of actual or perceived race, color, sex, religion, age, marital status, national origin, the presence of any physical or sensory disability, veteran status, sexual orientation, gender identity, gender expression, or any other basis prohibited by applicable federal, state, and local laws. The Associate Vice President of Human Resources has been designated to handle inquiries regarding employment- and disability-related non-discrimination policies. Title IX inquiries may be directed to the Title IX coordinator or deputy Title IX coordinators

( https://www.lclark.edu/about/title_ix_compliance ).

Reasonable Accommodation

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

Background Check

Lewis & Clark College will conduct a background check on the finalist, which will include a criminal record check. If a conviction is discovered, a determination will be made whether the conviction is related to the position for which the individual is applying or would present safety or security risks before an employment decision is made. A criminal conviction does not necessarily automatically bar an applicant from employment.

Eligibility to Work

In order to comply with US Homeland Security Department regulations, all employees must complete an I-9 form in Workday prior to or no later than the first day of work and bring originals (no photocopies) of their supporting documentation to Human Resources no later than the 3rd business day of employment. Failure to have a completed I-9 form on file with the College will result in immediate termination of employment.

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