Support Technology Supervisor

1 week ago


Joliet, Illinois, United States University of St. Francis Full time

About the Role:

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We are seeking a highly skilled and motivated Graduate Assistant & Support Supervisor to join our Technology Support Center team. As a key member of our team, you will be responsible for providing advanced customer service support to end-users, supervising student workers, and responding to field-based support issues on campus.

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Responsibilities:

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  • Customer Service: 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, and accurately document and report support ticket information.">
  • Supervision: Oversee student workers both onsite and at the support desk ensuring a high level of end-user satisfaction, mentor and train student workers.">
  • Field-Based Support: Carry oneself in a professional manner when responding to field-based requests, troubleshoot basic hardware and software issues.">
  • Documentation: Contribute to and/or refine the documentation and knowledge base of the TSC, communicate written technical information in a clear and concise manner.">
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Qualifications:

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  • MINIMUM: Accepted into a USF Graduate program of study (with the exception of those at the Albuquerque NM campus), experience working in a customer service function for a technology support department, demonstrated ability to communicate effectively on the phone, in person, in email, in chat systems, or via virtual conferencing tools.">
  • PREFERRED: Bachelor's degree in Management, Education, or Technology areas, experience working in a help desk or call center capacity, experience administering a ticket tracking system.">
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Compensation and Benefits:

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The University of St. Francis offers a competitive salary package including a $5000 stipend August through May and tuition waiver up to 9 graduate credits for spring semester. The position is available for 20 hours per week during the Fall and Spring term.

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About the University:

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The University of St. Francis is a Catholic institution committed to fostering a community that values diversity, equity, and inclusion. We seek candidates who share our commitment to these values and are dedicated to creating an inclusive and welcoming environment for all students, faculty, and staff.



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