Lead Student Support Technician

Position: Lead Student Support Technician

Department: Finance & Administrative Services

Type of Position: Student Employee

Exemption Status: Non-Exempt

Work Schedule, Hours per week: Monday-Sunday; 7:30am-9:15pm , up to 25 hours per week

Opportunity for hybrid schedule: No

Starting Salary Range:  $15.68-$17.18 and determined based on relevant years of work experience provided on application and resume.

Position Summary: The Lead Student Support Technician assists in all parts of the Student Support Technician (SST) team initiative. This position will work directly with the Technical Support Center (TSC) Supervisor to provide effective guidance and direction to achieve team goals set for the Technical Support Center. The SST Lead serves as a liaison between the SST staff and TSC Leadership. Maintains an open communication culture in a positive team environment. Assist in the day-to-day operations of the SST team providing support and identifying training needs. Motivate student team members and encourage creativity assuring quality customer service and accurate ticket resolutions.

Required Qualifications:

• Must be a JCCC student enrolled in at least 3 credit hours for the current or subsequent spring or fall semester.
• Must have at least four months experience as a Student Support Technician.
• Must be a Student Support Technician in good standing.

Preferred Qualifications:

• Customer support experience
• Technical writing experience

Position details include but are not limited to:

• Student Support Technicians Team Lead
• Assist with creating SST work schedules and providing backup for TSC remote/lab site coverage 
• Monitors TSC remote staff sites 
• Assist with auditing student TeamDynamix tickets for accuracy and callback status
• Contributes to SST performance evaluation development and identification of SST training and coaching needs 
• Assist with creating the agenda for monthly student team meetings 
• Liaison and advocate between SST staff and TSC leadership 
• Serves as a student representative on the Knowledge Base Development team 
• Monitors TSC mailbox for student email support requests
• Assists with day-to-day customer support requests and problem resolution/escalation needs 

To be considered for this position we will require an application, resume, and cover letter.

*Unofficial transcripts are required for all Adjunct faculty and Faculty positions.

Benefits Category

For Part‑time partial is employees who have a more flexible schedule working less than 630 hours a year

• Tuition discount for JCCC courses
• More flexibility on scheduling
• Free access to the Gym on campus for all employees and dependents
• Discount to the Hiersteiner Child Development Center

About JCCC:

Established in 1969, Johnson County Community College is dedicated to transforming lives and strengthening communities through learning. Located in Overland Park, Kansas, JCCC has enjoyed a national reputation for educational excellence and student success for more than 50 years. That's five decades dedicated to smaller class sizes, more resources and a thriving campus culture – not to mention our competitive tuition rates and extracurricular experiences that transcend the norm.

Mission: JCCC inspires learning to transform lives and strengthen communities.

Vision: JCCC will be an innovative leader in equitable student access, learning and success.

Equal Employment Opportunity:

JCCC is an equal opportunity employer and equal access institution. JCCC does not discriminate on the basis of sex, race, color, national origin, ancestry, disability, age, religion, marital status, parental status, military status, veteran status, sexual orientation, gender identity, genetic information or other factors that cannot be lawfully considered in its programs and activities, which includes employment and admissions, in accordance with Titles VI and VII of the Civil Rights Act of 1964, the Equal Pay Act of 1963, the Age Discrimination in Employment Act of 1967, the Age Discrimination Act of 1975, Executive Order 11246, Title IX of the Education Amendments of 1972, Section 503 and 504 of the Rehabilitation Act of 1973, the Americans with Disabilities Act, the Vietnam Era Veteran’s Readjustment Assistance Act, the Jobs for Veterans Act of 2002, the Kansas Acts Against Discrimination and all other applicable civil rights and nondiscrimination laws.

Inquiries concerning JCCC's compliance with its nondiscrimination policies (including Title IX, Title VI and Section 504 inquiries) may be referred to a Title IX Coordinator (

TitleIX@jccc.edu

), or Director of Human Resources, or the Dean of Students and Learner Engagement at Johnson County Community College, 12345 College Blvd, Overland Park, KS 66210, 913-469-8500; or to Office for Civil Rights, Kansas City Office, U.S. Department of Education, One Petticoat Lane, 1010 Walnut Street, Suite 320, Kansas City, MO 64106, Telephone: 816-268-0550, Facsimile: 816-268-0559, Email to:

OCR.KansasCity@ed.gov

.

Disclosure: 

If you need any assistance throughout the search process, please reach out to the

HR@jccc.edu

. In accordance with the college policy, finalists for this position will be subject to criminal background investigations. Individual hiring departments at JCCC may elect to administer pre-employment tests, which are relevant to essential job functions as part of the applicant selection/hiring process. Many departments require those selected for hire to submit a certified transcript for all degrees obtained. For full consideration, applicants are encouraged to apply prior to the review date listed in posting.

Duties and responsibilities, as required by business necessity, may be updated at any time at the discretion of management. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity. Scheduling, shift assignments and work location may be changed at any time, as required by business necessity.

If you are an applicant requesting assistance or a reasonable accommodation in the application process, please contact the Office of Human Resources at 913-469-3877, or email

HR@jccc.edu

.