Asset Management, Customer Relationship Management (CRM), Customer Support/Service, Desktop PC, Equipment Maintenance/Repair, Help Desk, Incident Management, Information Technology & Information Systems, Maintenance Services, Metrics, On Site Support, Problem Solving Skills, Project Design, Root Cause Analysis, Service Level Agreement (SLA), Software Administration, System Test, Technical Support, Testing, Time Management, Training/Teaching, Usability Engineering, Welding
Responsibilities:
Issue Resolution
- Actively address and resolve technical and usability issues experienced by the Staff and Students.
- Adhere to OLA and SLA metrics defined in the Incident Management process.
- Adhere to the Incident Management process, defined by Tulsa Welding Schools.
- Frequently communicate with Staff and Students on status, next steps and resolution of open tickets.
- Procure, Install and configure new equipment and services to Campus
Incident Prevention
- Identify recurring incidents, determine root cause and advise resolution to IT Team
- Ensure technologies are operational and optimized for expected use by Campus Staff and Students
- Proactively address and resolve concerns that could lead to potential incidents.
- On-board and off board employees and students in a timely, seamless manner, including the distribution of student equipment and tracking of assets.
- Attend student orientation to ensure smooth and positive initial student experience.
- Support the course readiness process by ensuring Staff and Students have access to their courses and content.
Communications
- Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution.
- Develop and conduct training associated with newly developed and deployed functionality.
- Participate in the deployment of new systems through testing, training and supporting adoption.
- Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns.
Service Improvement
- Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents.
- Participate in Campus initiatives and projects designed to improve academic delivery.
Reputation
- Operate and contribute to a Customer Service-minded perception of IT.
Required Knowledge, Education and Experience:
- A Technical degree or certification desired. Bachelors of Science in Technical or Engineering discipline, preferred.
- Must be service-oriented with a natural inclination to improve the campus environment.
- Proven IT field service or help desk experience, supporting 50 - 250+ users, preferred.
- Strong ability to troubleshoot, test, repair and service technical equipment
- Experience supporting SIS, LMS, CRM and learning components desired.
- Must have very strong background in desktop and software support
Ability to work a flexible schedule and adapt to changing work schedules to ensure availability to support Staff, Students and Faculty when they need it
T
The Refrigeration School-Atlanta Campus