Job Description:

Technology Support Coordinator supports core IT technology service capabilities, including training, managing student employees, planning and forecasting service volume, and staff scheduling. The position monitors, analyzes, and reports on the customer experience to meet key performance indicators and to identify opportunities to reengineer process and improve effectiveness and efficiency. The position oversees day to day technology service operations, ensuring technology needs of OHIO students, faculty, and staff are triaged and managed appropriately, ensure timely resolution and customer satisfaction. The position is required to maintain knowledge of existing and emerging technologies (like AI) so technology is fully leveraged to improve quality and efficiency of service operations.

Primary Accountabilities:

Hiring and Supervision: Accountable for recruiting, hiring, onboarding, and management of student workers, including the development of student leaders to provide progressive responsibility and experiential learning opportunities. With oversight from the Manager, support hiring and onboarding of full-time staff, design and deliver training programs to all staff to improve quality and efficiency of technology support and to build skills for staff to resolve intermediate technology issues. Monitor and report on quality of the customer experience, including using KPIs and scorecards to highlight top agents and identify opportunities for improvement. Ensure help desk coverage by forecasting volume and scheduling staff. Ensure supervision for remote and in-person help desks.

Technology and Process Efficiency: Engage student leaders to identify opportunities to prioritize and implement changes to improve efficiency and first contact resolution metrics through training, process improvement, and usage of technology, including but not limited to Call Center Management systems, Service Management systems, knowledge bases, AI tools, and incident management systems and process. Monitor, analyze, and report on the customer experience and support processes to meet key performance indicators and to identify opportunities to re-engineer process and improve effectiveness and efficiency.

Technology Support: Acts as a point of escalation for difficult support issues, monitors and manages the support queue, and actively works on service requests and incidents.

Minimum Qualifications:

• Bachelor’s degree

• Experience hiring, training, and working with technology support or customer service for minimum of 1 year (equivalent combination of education, training, and experience is acceptable).

• Minimum of 1 year of supervisory or managerial experience

Preferred Qualifications:

Strongly prefer candidates with the following qualifications:

• Working knowledge of current devices Windows and Apple operating systems

• Excellent communication skills, including experience writing clear and useful troubleshooting and other help documentation

• Experience streamlining process to increase effectiveness and efficiency (including using technology to digitize manual processes)

• Experience working in a higher ed environment

• Ability to prioritize work based on pre-defined criteria and independent professional judgement

• Ability to understand customer needs, effectively communicate with a variety of technical and non-technical audiences, and provide appropriate solutions.

• Ability to work in a demanding environment and diffuse high stress situations.

• Enjoys and rapidly learns about new technologies

• Customer and outcome focused problem solver

• Prefers working in a high energy, fast paced, team focused work environment

Planning Unit: Information Technology

Department: Information and Technology Office

Applicants may contact this person if they have questions about this position: Sally Smathers, darvin@ohio.edu

Employment Type: full-time regular

Advertised Salary:

The target salary range is $43,888 – $51,377 commensurate with the selected candidate’s education and experience while considering internal equity.

Ohio University is proud to offer a robust healthcare plan that includes maternity care, transgender care, counseling and mental healthcare, prescription coverage, vision, dental, orthodontia care, and more. Our robust benefits package also includes paid holidays, sick time, personal time, a tuition waiver up to 100% for self and dependents, an excellent retirement plan with up to a 14% employer contribution, a 12-week parental leave program, adoption reimbursement, flextime and flexplace policies, an employee assistance program, access to professional development programs, and additional employee resources. Additional information is available at https://www.ohio.edu/hr/benefits.