Student Technical Support Coordinator

Who we are:

The University of New Haven, founded in 1920, is a private university whose mission is to prepare students to excel and lead purposeful and fulfilling lives in a global society. The university offers more than 150 undergraduate and graduate programs and has been recognized for academic excellence, nationally and internationally. In addition to its main campus in West Haven, the university has a campus in Tuscany, Italy. Learn more at newhaven.edu.

Reporting to the Director of Educational Technology, the Student Technical Support Coordinator will provide technical support to university students, including computer repair, software installation, and network connectivity. Assist students in connecting streaming or gaming devices. Escalate issues that cannot be resolved to other technology experts. Train student employees to perform the same duties. All student populations supported: including residential, off-campus residential, Verto Education, and commuter. Represent Office of Information Technology at student orientations and move-ins. Provide support via email, chat, phone, and in person. Experience with MacOS/iOS/Windows/Android required.

You will:

• Coordinate and assist Student Technical Support Team, including training and providing feedback to enable student workers to build new skills and increase engagement.
• Develop workflows and processes for help desk technicians to improve the quality of service to users.
• Serve as a subject matter expert to provide troubleshooting advice, and directly resolve complex technical issues.
• Ensure the student workforce provides timely, effective, and proficient customer support.
• Coordinate work schedules for the Student Technical Support Team to ensure adequate coverage is provided during peak service periods.
• Lead and mentor a group of peers in order to foster a well diverse and high-performing team
• Support collaboration tools, communication software, and personal computing technologies – administer loaner equipment when necessary
• Manage student loaner pool, and determine eligibility based on criteria such as current courses, current laptop status, and student needs
• Maintain student loaner pool, and determine eligibility based on criteria such as current courses,, current laptop status, and student needs
• Contribute to improving the student support digital presence by participating in projects that solve problems and increase reach
• Coordinate necessary supplies for the student technical support office and follow established process for proceeding.
• Interview and assess potential student workers based on needs of the department and function.
• Manage ticket/service requests while meeting or exceeding defined service level expectations
• Maintain and update Student Technical Support Website (Wordpress Divi), and AI Chatbot

You need:

• A Bachelor's Degree and 3-4 years of directly related experience in a Higher Education environment is preferred.
• Excellent written and verbal communication skills; ability to act as the liaison between students and other offices of the University in a professional manner for seamless, timely, and problem resolution .
• Preferred experience will include a minimum of 2-3 years in general computer repair and software installation.
• Some familiarity with the integration of wireless networks
• Must work well in a team environment
• Demonstrate good communication skills
• Be willing and able to learn new technologies
• MacOS/iOS/Windows/Android proficient
• Some knowledge in Linux preferred.

Whats in it for you:

• Health & Welfare Programs: Employees and their eligible family members, including spouses and dependent are eligible for Medical, Dental, Vision and Life Programs.
• Wellness & Fitness: On-campus Recreation and Fitness Center for employees and families; Employee Assistant Program
• Commitment to Educational Excellence: Tuition assistance for employees and eligible dependents; Tuition exchange opportunities
• Employee Discounts on products, services and educational opportunities
• Work/Life Benefits: Generous paid time off programs; progressive paid holiday schedule (including holiday break between Christmas and New Year’s); 4 weeks of parental paid leave; flexible work schedules including summer hours where applicable

*The University of New Haven is not a qualifying E-Verify employer and its use of E-Verify is limited to specific government projects. For that reason, candidates with STEM OPT authorization cannot be considered for employment.