IT Help Desk Student Services Coordinator

Tennessee Tech•Cookeville, TN

3d•Onsite

About The Position

This position is responsible for coordinating the daily delivery of student-facing technology support and identification credential services within the university’s Information Technology Services (ITS) Help Desk. The role oversees front-line service operations related to Eagle Card support, mobile checkout technology, student printing, student employee coordination, equipment readiness, and associated service processes that support students, faculty, staff, and campus visitors.

Requirements

A bachelor’s degree (or equivalent university credit hours) from an accredited institution, OR 60 university credit hours and three years of relevant experience.
Excellence in communications and interpersonal skills, organizational skills, and attention to detail.
Technical knowledge of Windows and Mac OS X operating systems, as well as application software (including work processing, spreadsheets, databases, Internet browsers, and email clients).

Nice To Haves

Experience providing technical support in a higher education environment.
Advanced technical knowledge of Mac OS X and Windows, multimedia equipment, instructional technology tools, and hardware.
Experience with enterprise-level remote support tools.
Familiarity with identification systems or print fleet technology.
Management experience.
CompTIA or other computer related certifications.
Project, management, and or time management.
Customer or service management frameworks such as ITIL.

Responsibilities

Supports campus access control operations by administering card reader access systems in alignment with university policies and security standards, and by troubleshooting issues related to credential access. Additionally, the position oversees card production processes, including photo review, card encoding, and issuance.
Provides supervision and coordination of student employees at the ITS walk-up Help Desk area; including training, scheduling, and performance oversight, while delivering customer service to students, faculty, staff, and campus visitors across multiple service channels.
Provide administration and day to day operations for Eagle Card services including but not limited to: Maintaining an operational inventory, ensures proper functionality of card production equipment and software, and accurate records and reporting metrics.
Mobile credential management and maintenance of electronic Eagle Card services.
Supporting high-volume campus events, such as orientation and admissions programs, by coordinating staffing and workflows to ensure timely card production and distribution for these events.
Maintains an operational inventory, of technology checkout equipment and services provided by the walk-up IT Help Desk and ensures proper functionality of these devices along with providing reporting metrics and analysis for the technology checkout equipment services.
Administers services related to student printing and computer lab maintenance as well as coordinates supportive services provided by student employees related to these services.