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Technology Support Center Team Lead

2 months ago

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

The University of St. Francis is seeking a highly skilled 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, supervising student workers, and responding to field-based support issues on campus.

Key Responsibilities
  • Customer Service: Respond to support issues that come into the Technology Support Center desk, providing scripted responses and escalating to level 2 support when necessary.
  • Supervision: Oversee student workers, ensuring a high level of end user satisfaction, and mentor and train student workers to develop their skills.
  • Field-Based Support: Respond to field-based support issues on campus, troubleshooting basic hardware and software issues and carrying oneself in a professional manner.
  • Documentation: Contribute to and refine the documentation and knowledge base of the Technology Support Center, communicating written technical information in a clear and concise manner.
Requirements
  • Education: Accepted into a USF Graduate program of study, with the exception of those at the Albuquerque NM campus.
  • Experience: Experience working in a customer service function for a technology support department, with advanced knowledge of common computer operating systems and software applications.
  • Skills: Demonstrated ability to communicate effectively, empathize with end users, and possess leadership aptitude.
  • Other: Willingness to ethically manage administrator level access to information, able to perform the physical requirements of the position, and willing to support the Catholic and Franciscan values of the university.