Job Summary
Supervises a team of student assistants responsible for the daily operations of the office. Recruits, trains, schedules, mentors and evaluates student employees. Serves as the primary escalation point for complex issues and customer concerns. Oversees the creation and assignment of university identification cards and computer accounts, troubleshoots credentialing system issues and ensures the accurate maintenance, storage and retention of request forms and other documentation. Provides frontline technical support to students, faculty and staff by responding to inquiries and resolving issues related to personally owned computer hardware and software. Communicates through multiple media such as phone, email, Microsoft Teams and in-person interactions. Utilizes established troubleshooting methodologies to analyze, diagnose and resolve technical problems. Recommends preventative measures and best practices to minimize future issues. Completes assigned service requests in a timely manner, ensuring accurate documentation and effective resolution of customer issues. Monitors and administers the university’s cybersecurity awareness training program. Assigns required training through the designated cloud-based learning platform. Tracks completion rates and ensures compliance with established policies and deadlines. Implements follow-up procedures for overdue training.

Required Qualifications
High School diploma and two years of relevant work experience, or an associate’s degree or bachelor’s degree in a computer-related field.

Preferred Qualifications
Proficiency with common office application software. Customer service experience. Team lead or supervisory experience.