Oversees and coordinates the support of the Learning Environments incident management and request fulfillment systems and provides tier one and two support in all generally scheduled classroom pool instructional and informal spaces. The position shares the responsibility of managing a large pool of student support staff who respond to urgent customer needs in the classrooms, Digital Unions, and labs. This includes answering, routing and tracking calls and other electronic communications resulting in the dispatch of on-site incident response personnel. Manages communications from the classroom helpline, provides in-depth analysis of needs, investigates alternative solutions and develops recommendations for resolutions, as well as the implementation of these solutions. Provide technical assistance to customers and other support specialists for troubleshooting audiovisual systems, software, hardware, and network issues involving classroom computing and other instructional technologies. Is responsible for oversite of comprehensive preventative maintenance program. Support customers both on-site and remotely in a professional, client-focused manner, both in a team setting and independently with limited direction. Provides assistance with asset and resource management, as well as documentation of space inventory.
Our goal is to foster a community of professionals with diverse skills, experiences and backgrounds who actively collaborate to support the mission of the Ohio State University. We are committed to personal and professional growth of individuals as they achieve their highest potential and support others along the way. In an ever-changing technology landscape our employees are flexible, innovative, and adept problem-solvers.
Bachelor’s degree, or an equivalent combination of education and experience; 2-4 years of experience providing customer service in a technical environment; strong interpersonal and communications skills; strong technical/mechanical aptitude and the ability to trouble-shoot and logically solve problems. Working knowledge of and/or appropriate training in relevant computer technology and audio-visual systems and video conferencing. Will use radio, hand tools, power tools and electrical/electronic testing equipment, climb ladders and scaffolding, lift equipment, operate vehicles, walk to campus wide locations, and use phones. High motivation required.
ITIL Training, CTS, management experience.
Target Salary: $23.08 - $27.89 Hourly
Job Category: Information Technology (IT)
Job Appointment (FTE%):
The Ohio State University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or identity, national origin, disability status, and protected veteran status.
The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.