Administrative Support Associate

Auburn University•Auburn, AL

4d•Onsite

About The Position

Auburn University College of Veterinary Medicine (CVM) is seeking applicants for an Administrative Support Associate I/II. This position provides administrative and general clerical support for CVM Information and Instructional Technology (IIT), with primary responsibility for daily operation of the IIT service desk.

Requirements

High school diploma or equivalent
2 years of experience in clerical and administrative support services (for Level I)
4 years of experience in clerical and administrative support services (for Level II)
When a candidate has the required education, but lacks the required experience, they may normally apply additional appropriate education toward the experience requirement, at a rate of one (1) year relevant education per year of required experience.

Responsibilities

Serves as the primary in-person and telephone point of contact for the CVM IIT service desk, greeting faculty, staff, and students and resolving or routing requests for technology support.
Receives, classifies, and triages incoming service requests from walk-in, phone, email, and the ticketing system; assigns tickets to the appropriate technician or analyst; and escalates outages and clinical system emergencies affecting the college's two 24-hour teaching hospitals.
Provides daily work direction and basic training for the student service desk assistants, including schedule and coverage planning, timekeeping, onboarding, and instruction on customer service standards and ticket documentation.
Develops and maintains service desk intake procedures, including call flow documentation, incident creation instructions, and similar reference material used at the front counter.
Issues and tracks university cell phones for CVM employees and residents, including device assignment, activation, replacement, return, and associated recordkeeping.
Maintains IIT inventory and asset records, including receiving, tagging, and tracking computers, peripherals, and loaner equipment, and prepares surplus and disposal documentation.
Advises faculty, staff, and students on Auburn University and CVM technology policies and standard procedures, including account access, device standards, software vetting requests, and the student computer support policy.
Performs additional administrative duties as assigned, including correspondence, records and file management, mail and package handling, and data entry in Auburn University administrative systems.