Information Desk Supervisor and Classroom Technology Coordinator

Washington and Lee University•Lexington, VA

6d•Onsite

About The Position

Reporting to the Law Technology Manager, this position provides technology support to university students, staff, and faculty and oversees the student workers at the Law School Help Desk. It also works with the ITS Operations and Budget Management Coordinator to update the inventory and manage equipment recycling. Washington and Lee University actively promotes a dynamic and welcoming environment that allows students and employees of multiple backgrounds and perspectives to learn, work, and thrive together. Successful candidates will contribute to that environment and exhibit potential for excellence in their areas of expertise. Visit jobs.wlu.edu to learn more about working at W&L, our benefits, community, and living in the area.

Requirements

A four-year degree or equivalent experience in technology support is preferred.
Management experience is helpful.
Must have a customer service orientation; enjoy working as part of a team; be highly organized; have demonstrated initiative; and enjoy troubleshooting and problem-solving.

Responsibilities

Provides excellent and timely customer service to all members of the university community.
Oversees the Law Technology Helpdesk, which is the primary source of student computing support in the law school. Services provided include virus and malware removal, computer re-imaging, assistance with university-licensed software, assistance with network and/or email connections for smartphones, tablets, and computers, and account problems.
Shares responsibility for processing Web Help Desk work Tickets for the Law and Undergraduate schools. Including 1.) Assigning incoming tickets/issues to the appropriate ITS staff member. 2.) Monitoring the ticketing system to promote timely customer service.
Oversees the student Helpdesk workers at the Law School Help Desk.
Provides primary support to the undergraduate community in May and June at the undergraduate Help Desk in Leyburn Library.
Provides student workers with training in: 1.) Care and use of University-provided printer/scanner/copiers. 2.) Entering jobs in the Web Helpdesk system. 3.) Usage of university-provided software and services, including the learning management system software (Canvas), lecture capture software (Yuja), and video conferencing software (Zoom, Teams, etc.). 4.) Supporting classroom technology and responding to classroom help calls. 5.) Reserving and delivery of technology and A/V equipment. 6.) Equipment Maintenance.
Directs general information desk questions to the appropriate office on campus and provides basic technical support and troubleshooting and/or assistance in the following areas: 1) University-licensed, general-use software, for example, Microsoft Office, the university learning management system software (Canvas), lecture capture software (Yuja), video conferencing software (Zoom) and more. 2) Virus and malware eradication. 3.) Password change assistance. 4.) Printing to university-provided printer/copier/scanners. 5.) Network and/or email connections for smartphones, tablets, and laptops. 6.) VoIP phone system. 7.) Questions about AD accounts and email, etc., for which the Supervisor acts as the coordinator between law faculty support personnel and ITS staff. 8.) Prepares and maintains 12 loaner laptops for the short-term use of students, faculty, and staff of the Law School.
Communicates and coordinates with the following individuals and groups: ITS Helpdesk and Shared Services Manager to coordinate support; Law Technology Coordinator to provide cohesive support to the law community; Classroom Technology Group; and other ITS staff regarding technical issues affecting user communities.
Equipment inventory management and recycling: 1.) Works with the ITS Operations and Budget Management Coordinator to keep the inventory correct and current. 2.) Coordinates technology equipment recycling for ITS in conjunction with the ITS Operations and Budget Management.
Provides first response to classroom technology help calls.
Monitors the health of classroom technology and reports issues in a timely manner.
Maintains an inventory of consumable equipment for printers and classrooms.
Provides training in classroom technology for students and faculty
Support the life cycle management of computers across the law school by monitoring the inventory and providing initial contact to alert faculty and staff about eligibility for computer replacement.
Works with law student groups that use meeting spaces to provide training on the use of technology in those spaces and expectations on returning those spaces to their standard configuration after use.
Manages public workstations in the law school, making sure they are in good working order. This will include periodically clearing user profiles to ensure there is adequate free disk space.
Supports a variety of printing devices across the law school.
Follows the ITS Information Security Program and industry standard best practices to help ensure the confidentiality, integrity, and availability of all IT resources.
Other duties as assigned.