Academic Support Services Technician

Job Description:

SUMMARY

Provides a high level of support services on technical, audio-visual, library and assessment issues to students, faculty, staff and community patrons.

DUTIES AND RESPONSIBILITIES

Duties and responsibilities include, but are not limited to:

• Assists with college-wide user logon support and print management.
• Acts as the initial point of contact in the response and troubleshooting for hardware and software problems.
• Responds to faculty and staff needs for operational issues and provides assistance with operating equipment.
• Provides technical expertise for special events: planning, set up, troubleshooting, and teardown.
• Performs campus repairs, preventative maintenance and functionality testing of ATCs, computer labs, and all classroom equipment.
• Provides training workshops to students, faculty and staff on the varying technologies at the site.
• Provides reimaging and testing of the academic image for classrooms, labs, libraries and assessment centers.
• Administers College placement, student makeup exams and finals, and distance learning exams.
• Administers other institutional exams such as new employee skill assessment exams, ACT Center Examinations, and distance learning exams for other higher education institutions.
• Administers ACT Center Examinations and maintains testing schedule.
• Inputs ACT placement and Compass placement scores into Banner.
• Schedules tutoring, testing, and proctoring appointments.
• Assists with procedures and technology changes involved with Tutoring and Access Services functions.
• Serves as the staff for library circulation desk functions, the safe-keeping and repository of library reserves and materials, OhioLink orders and site library holdings.
• Participates in the efficient and accurate operation of the Technology Learning Center, Learning Resources Center, Library Circulation, and Assessment processes, procedures and equipment.
• Maintains accurate and complete records of the TLC, Library, LRC and Assessment departmental services.
• Anticipates and meets all customer needs accurately, professionally, and with a commitment to customer satisfaction. Monitors patrons and provides routine information and directs callers/visitors to appropriate personnel and/or departments for assistance.
• Functionally supervises work study and part time employees within the business unit.
• Performs other related duties within the job grade and job classification as assigned.

REQUIRED EDUCATION, EXPERIENCE, KNOWLEDGE,SKILLS & ABILITIES

• Associate’s degree
• Minimum two years of customer service experience and desktop support experience
• Intermediate keyboarding, grammar, math, Microsoft Excel, Microsoft Word and Power Point skills
• Excellent written, verbal, and interpersonal communication skills
• Demonstrated record of interacting professionally with internal and external customers at all times in person, on-line and over the telephone
• Excellent customer service skills
• High degree of accuracy and attention to detail
• Demonstrated ability to handle multiple tasks/responsibilities and respectively prioritize work.
• Sensitivity to respond appropriately to the needs of a diverse population

PREFERRED EDUCATION, EXPERIENCE,KNOWLEDGE, SKILLS & ABILITIES

• Bachelor's degree
• Two years of A/V Experience with industry appropriate certification (Extron Certification)
• Minimum of two years of functional supervisory experience
• Five years of work experience in a community college/higher education environment
• High proficiency in Microsoft Word, Excel, Power Point, Access and Outlook
• Experience in Banner Information System
  
• Experience with Assessment Testing
  

WORKING CONDITIONS
Work is performed in a setting with moderate noise level. The work schedule is standard college business days/times. Must be able to regularly kneel, crouch, stand, lift above head, climb ladders and lift or push items up to 25 pounds. Must be able to occasionally lift or push items up to 50 pounds such as special event equipment and library bookcases.