Technology Helpline Coordinator
Gustavus Technology Services
Description
JOB SUMMARY: The Technology Helpline Coordinator is part of a dedicated and enthusiastic team composed of student and professional staff. This individual assists the Helpline Director with the mentorship, guidance, training, and scheduling of 25 student employees who provide technology support to a diverse mix of students, faculty, and staff. The Technology Helpline Coordinator will work to ensure that every member of the campus community receives a consistent and exceptional customer service experience during the resolution of their technology-related issues. The selected individual will report to the Director of the Technology Helpline.
Employment Type: Full-time (12 months), Exempt (Salaried), Benefits- Eligible
MAIN RESPONSIBILITIES:
- Promote and participate in a customer-service culture that excels at providing technology support
- Provide support to the Director in the hiring, supervising, and training of student employee staff
- Apply technical knowledge, expertise, and problem-solving techniques to resolve a variety of technology-related issues
- Work with the Director and other GTS staff to improve resolution outcomes and efficiency
- Escalate or resolve tickets and issues as appropriate
- Alert relevant professional staff of new issues and developments impacting the community
- Provide and model exceptional customer service in the performance of assigned duties
- Document solutions to known issues using the online knowledge base
- Assist with the new computer replacement process for faculty and staff
- Support the recycling/disposition of outdated and obsolete technology inventory
- Provide end-user training to help individuals continually improve their ability to maximize available technology systems and resources
- Work collaboratively and supportively in a challenging and rewarding team-based environment
- All other duties as assigned
Prerequisites
MINIMUM AND DESIRED QUALIFICATIONS:
- High School degree or equivalent
- Demonstrated knowledge of customer support best practices
- Ability to successfully troubleshoot issues using advanced problem-solving techniques
- Effective written and verbal communication skills performed in-person, over the phone, and via email or chat
- Demonstrated knowledge of computer and mobile (Mac, Windows, Android) hardware, software, and operating systems in an enterprise environment
- Willingness to offer exceptional customer service
- Ability to process and retain a large amount of technical information
- Demonstrated experience leading and/or motivating a team
BENEFITS:
- Medical, Dental, Vision, Life Insurance
- Short-Term Disability
- Parental Leave
- 7% Gustavus contribution to retirement savings plan after one year of employment
- Free: Parking, exercise classes, use of library and athletic facilities
- Tuition options for dependents after two year of employment
- Tuition benefit plan for employees and spouse/domestic partner
- 13 paid Holidays generous PTO plan
Application Procedures: To apply for this position, please continue the process on our website,
www.gustavus.edu/humanresources/employment to complete the online application and submit a resume.
Gustavus Adolphus College does not discriminate on the basis of race, color, national origin, ancestry, sex, disability, religion, age, sexual orientation, gender identity, or veteran status in its education or employment programs or activities.
Click on the following
link to learn more about Gustavus's campus-wide commitment to diversity, equity, and inclusion.
Gustavus Adolphus College is one of the nations leading private liberal arts colleges serving over 2,200 students. The College aspires to be a community of persons from diverse backgrounds who respect and affirm the dignity of all people. Known for its strong science, writing, music, athletics, study-away, and service-learning programs, Gustavus is located on a scenic 340-acre hill in St. Peter, Minnesota only one hour southwest of the Twin Cities.
Contact
Brianne Twaddle | btwaddle@gustavus.edu | 507-933-7180
Posted: Tue Jul 18, 2023
To apply, visit https://gustavus.edu/employment/job/2125
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