Auxiliary Services Technology Coordinator (14207)

Summary/Objective

The AuxiliaryServices Technology Coordinator is responsible for the daily management of all hardware and software technology equipment and systems that support the Auxiliary Services department (CCURE, Salto, and Blackboard Transact), including the installation and troubleshooting of on-campus and off-campus merchant hardware and software problems, for working with vending, dining, mail services, campus store, mobile ordering, and card equipment throughout campus, and for maintenance of the EagleBucks.com web service. This position also serves as a primary customer service representative in the office responsible for being able to assist with all facets of departmental operations.

Essential Functions

1. Hardware/Equipment Support and Management:

• Oversee and manage the purchase, installation, and monitoring of all hardware and equipment associated with the One Card & Dining Services department, including ID card production, cash registers, card readers (stationary and mobile), and all other associated technology.
• Ensure equipment is upgraded to be compatible with all relevant software, and oversee the upgrade process to newer equipment, when applicable.
• Monitor and provide front-line, technical service to reported equipment outages and other problems associated with Auxiliary Services department.
• Maintain accurate records of deployed hardware as well as equipment in storage for annual contract renewal purposes.
• Maintain an appropriate amount of surplus hardware to support outages and equipment failures with minimal distribution to customers.
• Oversee the distribution and payments/billing associated with loaning mobile card readers to campus departments and student organizations.
• Respond to customer service inquiries placed by account holders, retail merchants, and University departments.
• Manage all computing and printing needs for One Card & Dining Services personnel, in consultation with the Director and Assistant Directors.

Essential Functions (continued)

2. Software/Data Support and Management:

• Responsible for maintaining accurate information in all One Card databases by importing, auditing records accordingly
• Support data management and reporting functions for software systems associated with the Auxiliary Services department, with particular attention to the Blackboard Transact, CCURE, and Salto systems, Mail Services, Campus Stores in collaboration with the primary users of each software system and supervisors.
• Ensure software is upgraded to be compatible with all relevant merchant-provided updates, and oversee the upgrade process to newer versions, when applicable.
• Monitor and provide front-line, technical service to reported software outages and other problems associated with the Auxiliary Services Services department.
• Maintain an open line of communication with third party, software merchants to support outages and equipment failures with minimal distribution to customers.
• Respond to customer service inquiries placed by account holders, retail merchants, and University departments.
• Manage all software needs for Auxiliary Services personnel, in consultation with the Director and Assistant Directors.

Essential Functions (continued)

3. Management of Campus Services:

• Monitor and provide front-line service to reported equipment outages and other problems associated with Auxiliary Servicesequipment.
• Respond to customer service inquiries placed by account holders, retail merchants, and University departments.
• Oversee the production, distribution, and maintenance of records for temporary use vending cards to be used by non-account holders for various applications.
• Oversees the maintenance of the machine and/or customer records in order to comply with University, local and federal regulations.
• Identify opportunities to improve and innovate customer service and experience related to campus vending.

4. One Card & Dining Services Department Support:

• Provide secondary/back-up support for the One Card Coordinator and Dining Programs Coordinator in the day-to-day administration of the One Card, meal plan, Dining Dollars, and EagleBucks programs, including response to inquiries, support for AU Dining hardware and software needs, and other dimensions of general customer support.
• Serve as front-line customer support during high volume periods (semester opening, meal plan change periods, etc.), as well as during planned and unplanned days out of the office of other department staff.
• Assist with departmental operations through direct customer service delivery including but not limited to producing ID cards, responding to inquiries on all department operations, and assisting with office coverage.
• Respond to customer service inquiries placed by account holders, retail merchants, and University departments.
• Attend regular one-on-one meetings with the supervisor.

5. Other Duties as Assigned

Position Type/Expected Hours of Work

• Full-time
• Coordinator/Analyst B
• Non-Exempt
• Some occasional non-traditional, night and/or weekend hours may be required during peak operational periods or hardware/software upgrades or outages at specific and/or unplanned times of the year.

Required Education and Experience

• Bachelor's degree or equivalent
• 2-4 years of relevant experience

Additional Eligibility Qualifications

• Ability to work effectively with other staff members in other University offices
• Must be willing and able to perform as part of a team, and on occasion, lead team activities.
• Hiring offers for this position are contingent on successful completion of a background check

Benefits

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Contact Us:

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