Job Description

Posting number: 2027019S

Department: Winthrop University

Job classification: Program Assistant

Posting type: Open

Categories: IT and Computers, Higher Education

Reporting to the Service Desk Manager, the Technology Services Office Manager oversees the creation of identification cards and computer accounts, provides direct interactions with customers and manages the day-to-day operations of the Technology Services Office.

• 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.

Examples of duties

• High School diploma and two years of relevant work experience, or an associate’s degree or bachelor’s degree in a computer-related field.
• Excellent customer-focused service skills.
• Effective interpersonal skills and the ability to establish and maintain effective working relationships with administrators, faculty, staff and students.
• Effective decision-making skills and the ability to work independently.
• Ability to communicate effectively both verbally and in writing while maintaining strict confidentiality.
• Ability to create and maintain production schedules.

Qualifications

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

Supplemental information

To apply go to https://winthrop.peopleadmin.com/postings/22420

Telecommuting: Employees are not eligible for telecommuting/remote work during their 12-month probationary period. After that time, certain positions may be eligible for telecommuting/remote work at the discretion of the supervisor and in accordance with Winthrop policies.