Student Technical Support Coordinator

University of New Haven•West Haven, CT

1d•Onsite

About The Position

Reporting to the Director of Educational Technology, the Student Technical Support Coordinator will provide technical support to university students, including computer repair, software installation, and network connectivity. Assist students in connecting streaming or gaming devices. Escalate issues that cannot be resolved to other technology experts. Train student employees to perform the same duties. All student populations supported: including residential, off-campus residential, Verto Education, and commuter. Represent Office of Information Technology at student orientations and move-ins. Provide support via email, chat, phone, and in person. Experience with MacOS/iOS/Windows/Android required.

Requirements

Experience with MacOS/iOS/Windows/Android required.
A Bachelor's Degree and 3-4 years of directly related experience in a Higher Education environment is preferred.
Excellent written and verbal communication skills; ability to act as the liaison between students and other offices of the University in a professional manner for seamless, timely, and problem resolution.
Preferred experience will include a minimum of 2-3 years in general computer repair and software installation.
Some familiarity with the integration of wireless networks
Must work well in a team environment
Demonstrate good communication skills
Be willing and able to learn new technologies
MacOS/iOS/Windows/Android proficient
Some knowledge in Linux preferred.

Nice To Haves

A Bachelor's Degree and 3-4 years of directly related experience in a Higher Education environment is preferred.
Preferred experience will include a minimum of 2-3 years in general computer repair and software installation.
Some familiarity with the integration of wireless networks
Some knowledge in Linux preferred.

Responsibilities

Coordinate and assist Student Technical Support Team, including training and providing feedback to enable student workers to build new skills and increase engagement.
Develop workflows and processes for help desk technicians to improve the quality of service to users.
Serve as a subject matter expert to provide troubleshooting advice, and directly resolve complex technical issues.
Ensure the student workforce provides timely, effective, and proficient customer support.
Coordinate work schedules for the Student Technical Support Team to ensure adequate coverage is provided during peak service periods.
Lead and mentor a group of peers in order to foster a well diverse and high-performing team
Support collaboration tools, communication software, and personal computing technologies – administer loaner equipment when necessary
Manage student loaner pool, and determine eligibility based on criteria such as current courses, current laptop status, and student needs
Contribute to improving the student support digital presence by participating in projects that solve problems and increase reach
Coordinate necessary supplies for the student technical support office and follow established process for proceeding.
Interview and assess potential student workers based on needs of the department and function.
Manage ticket/service requests while meeting or exceeding defined service level expectations
Maintain and update Student Technical Support Website (Wordpress Divi), and AI Chatbot

Benefits

Medical, Dental, Vision and Life Programs
On-campus Recreation and Fitness Center for employees and families
Employee Assistant Program
Tuition assistance for employees and eligible dependents
Tuition exchange opportunities
Employee Discounts on products, services and educational opportunities
Generous paid time off programs
progressive paid holiday schedule (including holiday break between Christmas and New Year’s)
4 weeks of parental paid leave
flexible work schedules including summer hours where applicable