Graduate Assistant & Support Supervisor, Technology Support Center

Posting Information

First Section

Job Title

Graduate Assistant & Support Supervisor, Technology Support Center

Position Number

ST3000-00

Organizational Unit

Technology Support Student Workers - Joliet, IL

Posting Number

SP0764-16

Notice of Nondiscrimination

The University of St. Francis does not discriminate in its employment practices or in its educational programs on the basis of any protected class. The University also prohibits retaliation against any person opposing discrimination or harassment or participating in any internal or external investigation or complaint process related to allegations of misconduct. For a complete copy of USF's Policy on Equal Opportunity, Harassment, and Nondiscrimination for All Faculty, Students, Employees and Third Parties or for more information, please go to https : / / www.stfrancis.edu / titleix / or contact the Title IX Coordinator at TitleIX@stfrancis.edu.

Requirements

Responsibilities

The Graduate Assistant & Support Supervisor is an advanced customer service role within the Technology Support Center ( TSC ). This position operates the TSC support desk and provides both live and virtual end user support, and has administrative level systems access to carry out advanced functions of the TSC . You will also respond to field-based issues including classroom or onsite support requests. The Graduate Assistant & Support Supervisor is a leadership role and will oversee the work of the support specialists working during their shift. You may also help train newer members of the team.

ESSENTIAL DUTIES AND RESPONSIBILITIES

50% - Respond to support issues that come into the TSC desk

• Respond to level 1 support issues via scripted responses and receive positive feedback from end users
• Troubleshoot basic hardware and software issues when no scripted response exists
• Identify when to escalate to level 2 support
• Accurately document and report support ticket information

20% - Supervise Student Workers

20% - Respond to field-based support issues on campus

10% - Contribute to and / or refine the documentation and knowledge base of the TSC

Other duties as assigned. During Summer this may include network and system installation and support.

Qualifications

MINIMUM :

PREFERRED :

Pay Rate Hourly

$5000 stipend August through May and tuition waiver up to 9 graduate credits for spring semester.

Benefits

Hours / Week

20 hours per week during the Fall and Spring term

Close Date

Quick Link

https : / / stfrancis.peopleadmin.com / postings / 4960