Student Consultant Coordinator

Description
SUMMARY

Provides customer and technical support for JC employees and students. Under the direction of the Information Technology Customer Experience Director coordinates training, processes, and staffing efforts for Solution Center and Student Employee functions by performing the following duties personally or through other departmental labor resources. Student Consultant Coordinator is responsible for teaching, and coaching staff as the first line of technical support defense by solving first-level issues. Responsible for understanding, supporting and actively demonstrating the College's beliefs, values, mission and vision and being in agreement to be evaluated by same.

This position does not hold supervisory authority over professional staff and focuses on facilitating student success and supporting IT service operations.

Essential Functions
ESSENTIAL DUTIES AND RESPONSIBILITIESincluding the following. Other duties may be assigned.Manages student employees assigned to the Information Technology Student Computer Consultant model. Coordinates student consultants within a variety of projects that strengthen the college.Provides first-level customer support for all Information Technology services. Utilizes call tracking software to create problem descriptions and assign requests appropriately. Serves as first-level technical support contact for faculty, staff and students utilizing Information Technology services. Assists Applications Coordinator with TDX Self-Service/Knowledge base and utilizes Solution Center software to organize client portal requests and identify process improvement needs.Sets own project and work request priorities. Assists in communication with other departments to determine technological needs. Consults with departments to develop system solutions consistent with organizational objectives.Provides direct customer support on the Solution Center phone lines, various instant messaging platforms, the Solution Center email, and through work requests utilizing remote support tools to troubleshoot complex problems with student, staff, and faculty computers. Monitors Solution Center customer satisfaction of services performed by Solution Center personnel/student consultants. Creates a positive impression of the Solution Center and Information Technology. Advocating for student and employee needs that are discovered while providing customer support.Coordinates staffing resources for front desk service, training student employees and co-workers, delegating work requests, developing documentation, and providing technical problem resolution. Coordinates and maintains the flow of the ITSM system as well as the work requests entered into the ITSM system by Solution Center staff ensuring that information is documented accurately and escalated to the correct 2nd level support team when necessary.Coordinate with CEP staff to ensure each campus has dedicated CEP program equipment both onsite and at Jackson College available for immediate deployment and replacement as needs arise.Serve as the Primary liaison to Corrections Education Program (CEP) staff to ensure that all dedicated CEP Jackson College IT equipment is functioning properly and coordinate with CEP staff and courier to collect and deliver all defective and replacement equipment. Develops software certification programs to educate the Consultants about technical and interpersonal problem-solving skills. Maintains Solution Center customer satisfaction by delivering quality customer support and understanding of customer needs. Creates and maintains a positive impression of the Solution Center.Utilizes the Solution Center software to collect and organize work request descriptions and resolutions created by the IT Students Consultants and shares reports with the Customer Experience Team.Assists the Information Technology Customer Experience Director with applicable and appropriate budgetary line items as requested.Monitors and escalates tickets to facilitate meeting service level expectations." SUPERVISORY RESPONSIBILITIES

Trains, coordinates, and deploys student consultants while building an effective student work environment that meets the complex needs of the Information Technology Department, the student consultant, and the Institution. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Develops detailed standards & guidelines for daily operations and periodically makes technology and people management related improvements. Does not have hiring, disciplinary, or evaluative authority over professional employees.

CONTACTS AND PURPOSE OF CONTACTS

Internal:Frequent contacts with personnel, within and outside of the department, regarding topics pertaining to the daily operations of the Solution Center and TDX Self-Service development.

Minimum Qualifications
QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge of:

MinimumWorking knowledge of Microsoft Office Experience within IT Help Desk EnvironmentsDemonstrated Team Leadership Experience PreferredHelpdesk software (current apps and versions)Room resource scheduling software (current apps and versions)Basic Canvas skillsComputer lab management techniques Skills and Abilities to:

MinimumBe customer service oriented, self-motivated, and work under tight timelines with minimal supervisionManage multiple competing-priority projects by using time management techniques Participate in and/or lead successful technology projects and deployments involving testing, technical support, communication, training, scheduling, and implementation efforts Follow established guidelines which require occasional modifications in procedures Support a diverse population of users Provide excellent organizational, communication, and interpersonal skillsBe a strong leader and mentor to a wide variety of student employeesProvide conflict resolution and aid in coaching team members to be successful as students and employeesWork with confidential records and electronic files related to the position Education and Experience:

MinimumAssociates Degree (in Education, Business Administration, Information Systems, or related field preferred)Two years of related experience PreferredBachelor's degree Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to effectively present information orally.

Mathematical Skills

Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Ability to work in teams or independently as the situation arises. Creative thinking is a must. Ability to handle change and multiple projects in a high volume, fast paced environment. Follow a project through from beginning to end.

LICENSURE, CERTIFICATION, REGISTRATION OR OTHER REQUIREMENTS Must have a valid driver's license or state ID

PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close vision, and ability to adjust focus.

WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This job requires that the employee is occasionally needed to work a flexible schedule to include some weekend and evening work. The work schedule is determined by coordinating/weighing the available technical and labor resources against prioritized work requests and pre-planned special events. Work may be required during scheduled technology implementations and unscheduled system failures.

"This description is intended to indicate the kinds of tasks and levels of work difficulty that will be required and shall not be construed as declaring the specific duties and responsibilities. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his or her supervision . click apply for full job details