Graduate Assistant & Support Supervisor, Technology Support Center

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
* Oversee student workers both onsite and at the support desk ensuring a high level of end user satisfaction
* Mentor and train student workers

20% - Respond to field-based support issues on campus
* Carry oneself in a professional manner when responding to field-based requests
* Troubleshoot basic hardware and software issues

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

* Communicate written technical information in a clear and concise manner

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

MINIMUM:
* Accepted into a USF Graduate program of study, with the exception of those at the Albuquerque NM campus. Must be in good standing if a continuing graduate student.
* 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
* Demonstrated ability to empathize with end users
* Advanced knowledge of common computer operating systems and software applications
* Advanced knowledge of learning management systems; specifically Canvas
* Advanced knowledge of network systems and their operation
* Advanced knowledge of computer hardware including PCs, Macs, Printers, Tablets, Mobile Devices, etc.
* Advanced knowledge of classroom technology such as projectors, printers, smartboards, video monitors, clickers
* Advanced ability to communicate written technical information in a clear and concise manner
* Leadership aptitude
* Willingness to ethically manage administrator level access to information
* Able to perform the physical requirements of the position
* Willingness to support the Catholic and Franciscan values of the university

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