Job Description:

Position Summary:

This position is responsible for promoting a high-quality experience to the community of staff, educators and students who contact the Site Support Team. The person filling this role will spend approximately 70% of their time providing end user support and 30% on quality enhancement activities, and IT projects that benefit the assigned campuses. Work closely with Southern California Director of IT Services and IT Site Support Manager, this individual will plan, coordinate, direct, and provide direction to IT Support Analyst team members, and support for daily IT operational activities.

• Provide excellent customer service while using technical, analytical and communication skills to accurately identify client needs and provide effective solutions.
• Manage and report on multiple simultaneous projects and deadlines.
• Must be able to respond to support calls and urgent Fire-calls from the Helpdesk as an escalation point during or outside of campus business hours; be ready and available to support Faculty, Staff and Students.
• Act as educator and coach to help college staff, faculty and students adopt and use core institutional technologies effectively.
• Actively contribute to the development and implementation of training materials and programs that promote the roll-out and use of technology.
• Present technology adoption training on campus 2 times each month for faculty and staff.
• Daily tracking and reporting of ticketing system and oversee the assigned campus team queue.
• Work closely with corporate office to establish workstation standardization and automation.
• Monitor customer satisfaction feedback and ensure all quality issues, customer complaints, and training items are addressed. Resolve all customer service problems and report issues to IT Regional Support Manager.
• Drive Site Support team performance, efficiency, and quality of work through coaching, problem solving, workload management, training and oversight. Including researching new technologies and implementing them throughout the campus.
• Ensure that Site Support team practices are consistently aligned with established policies and procedures. Suggest improvements to these on a regular basis with the goal of improving service levels.
• Coordinate with Site Support staff on schedules to ensure coverage levels are met.
• Respond to and fulfill requests to meet Service Level Agreements.
• Accountable for ensuring overall Site Support service level expectations are met.
• Ensure leadership is aware of current outages, issues, escalations or concerns by providing end-of day reports.
• Maintain and promote professional and upbeat atmosphere.
• Participate in special projects and other duties as assigned.
• Enforce and promote the following: Teamwork, Respect, Integrity, Innovation and Customer Focus.

Essential Knowledge, Skills, and Abilities:

• Excellent troubleshooting and critical thinking skills.
• Excellent troubleshooting and implementation of audio-visual technology.
• Excellent interpersonal, verbal and written communication skills with the ability to translate technical concepts into user-friendly English.
• Proficiency with a variety of Windows operating systems and software including Windows 10, Windows 7, MS Office, and Mac OSX.
• Ability to meet deadlines, manage multiple priorities and handle sensitive and pressured situations.
• Ability to work in and foster a collaborative team environment
• Ability to work flexible shifts, which may include evenings and/or weekends and peak periods including, but not limited to the beginning of each semester and service launch dates.

Position Qualifications:

• Bachelor’s degree or equivalent job experience required
• 4-6 years of experience providing desktop/call center support.
• MCSE or MCSA , or ACHDS certification preferred
• Experience producing report and technical documentation is preferred
• Experience working in Higher Education is preferred

Compensation & Benefits

This opportunity is budgeted at $70,000-85,000 base compensation. Additional compensation factors may impact total compensation. To learn more about our competitive benefits and additional rewards, including generous paid time-off, medical and dental insurance coverage, life and disability insurance, retirement plan with employer contribution, multiple flexible spending accounts, tuition reimbursement, click the link below.

https://www.tcsedsystem.edu/careers/

TCS Education System is an Equal Opportunity Employer.