Academic Support Services Technician

Academic Support Services Technician – Cuyahoga Community College

Part-Time Support Staff
, Tuesday – Friday, 9:00 – 2:00, Grade 07 (Unions 1199/SEIU)

Provides a high level of support services in the Learning Commons, including the Testing Center, Tutoring Services, Library, Media Services, and TLC/Open Lab.

• Assists with college-wide user logon support and print management.
• Acts as the initial point of contact and support in the response and troubleshooting for hardware and software problems.
• Responds to faculty and staff needs for operational issues and assistance with operating equipment.
• Provides technical assistance for special events: planning, set up, running, troubleshooting, and teardown.
• Provides support for Media Services including equipment reservations, checkouts, inventory, and service tickets.
• 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.
• Administers college tests such as placement and student makeup exams both on campus and off‑site as needed.
• Administers other institutional exams such as credit‑by exams (e.g., CLEP).
• Inputs placement scores into Banner.
• Schedules tutoring, testing, and proctoring appointments.
• Provides support for library circulation desk functions, including the safekeeping and repository of library reserves and other materials, OhioLINK orders, and maintains site library holdings.
• Participates in the efficient and accurate operation of the Learning Commons processes, procedures and equipment.
• Maintains accurate and complete records of the Learning Commons.
• Anticipates and meets all customer needs accurately, professionally, and with a commitment to customer satisfaction.
• Monitors patrons, provides routine information, and directs callers/visitors to appropriate personnel and/or departments for assistance.
• Functionally supervises work‑study employees within the business unit.
• Performs other related duties within the job grade and job classification as assigned.

• High school degree or GED.
• Minimum of 3 years’ work experience in an office setting, performing customer service or desktop support functions.

• Intermediate keyboarding, grammar, math, and Microsoft Office Suite skills.
• Excellent written, verbal, and interpersonal communication skills.
• Demonstrated record of customer service with internal and external customers, in varied settings (in person, online, and over the telephone).
• High degree of accuracy and attention to detail.
• Demonstrated ability to handle multiple tasks/responsibilities and prioritize work.
• Sensitivity to respond appropriately to the needs of students and the community.

• Service Focus
• Adaptability
• Quality of Work

• Communication
• Collaboration

• Continuous Improvement
• Time Utilization

• Bachelor’s degree.
• Two years of A/V experience with an appropriate industry certification (Extron Certification).
• Two years of work experience in a community college/higher education environment.
• Experience in Banner Information System.
• Experience with Placement Testing.
• Experience in Library circulation functions.
• High proficiency with the Microsoft Suite.

• Work performed in a normal, professional office or library environment with moderate noise levels.
• Work area adequately lit, heated, and ventilated.
• Employee may sit comfortably to perform duties and will perform repetitive motions with hands/fingers using a computer mouse and keyboard.
• Must be able to regularly kneel, crouch, stand, lift above head, climb ladders, and lift or push items up to 25 pounds. Occasionally lift or push up to 50 pounds such as special event equipment, flatbed cards, and library book carts.
• Walking, standing, bending, carrying light items such as papers, files, pamphlets, books, and other materials is frequent.
• Work requires walking and standing in conjunction with travel to and attendance at meetings and conferences away from the worksite.

Cuyahoga Community College is an equal employment/educational opportunity institution. Cuyahoga Community College is committed to attaining excellence through the recruitment and retention of a qualified workforce.