Academic Support Services Technician

• Continuous Improvement

Department: West Learning Commons

Location: Western Campus

Reports To: LC Supervisor, Testing and Tutoring

Recruitment Type: External/Internal

Requisition : req
6789

Employment Type: Part-Time Support Staff

Union Position: Union

Work Schedule: Monday-Thursday 2 pm-7 pm Friday 1pm-5pm occasional Saturdays 10 am-2pm

Number of Openings: 1

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

Duties and responsibilities include, but are not limited to:

• 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 (i.e. CLEP).
• Inputs placement scores into Banner.
• Schedules tutoring, testing, and proctoring appointments.
• Provides support for library circulation desk functions, including the safe-keeping 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.
• 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.
• Functionally supervises work study employees within the business unit.
• Performs other related duties within the job grade and job classification as assigned.

EDUCATION and EXPERIENCE/TRAINING

• 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 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.

CRITICAL COMPETENCIES

• Service Focus
• Adaptability
• Quality of Work

VERY IMPORTANT COMPETENCIES

• Communication
• Collaboration

IMPORTANT COMPETENCIES

• Continuous Improvement
• Time Utilization

EDUCATION and EXPERIENCE/TRAINING

• 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

KNOWLEDGE, SKILLS, AND ABILITIES

High proficiency with the Microsoft Suite

• The work is performed in a normal, professional office or library environment with moderate noise levels.
• The work area is adequately lit, heated, and ventilated.
• Typically, the employee may sit comfortably to perform the duties of the job and will perform repetitive motions with hands/fingers using a computer mouse and keyboard to type.
• Must be able to regularly kneel, crouch, stand, lift above head, climb ladders and lift or push…