Technology Service Coordinator

Technology Service Coordinator

Please note: the position will be required to visit various buildings, classrooms, and construction project sites. Must be able to carry heavy hardware such as computers, testing equipment, projectors, etc. Work arrangements are determined in coordination with supervisors depending on the nature of the unit and position. The work expectation for this position is to be in-person, on campus.

Successful candidates will possess:

• Demonstrated strong customer service skills.
• Ability to build positive, professional working relationships with faculty, instructors, and other academic personnel.
• Ability to communicate effectively and respectfully with individuals at all levels of technical proficiency.
• Effective time management skills.

Responsibilities
Classroom Technology Support: (40%)

• Proactively develop positive, professional working relationships with academic personnel.
• Identify and respond to service and technology maintenance emergencies as required.
• Diagnose, troubleshoot, and perform repair work of audiovisual equipment according to industry standards
• Proficiently use ticketing and work tracking systems to prioritize and complete work
• Maintain a high level of knowledge in the areas of classroom presentation systems, including unified communication aspects, maintenance, operations, and end-user training of these systems, and actively recommend improvements or innovations to current processes/technologies.
• Maintain and keep up-to-date knowledge-based articles and end-user guides to assist users and peers in resolving common classroom technology issues.

User Support & Service Desk Operations: (35%)

• Provide top-notch customer service and quality assurance for the Office of Classroom Management
• Answer incoming questions via a variety of systems and operational issues: provide user information, troubleshoot basic problems, intake order information, and handle caller issues and problems
• Provides in-depth triage and customer follow-up for classroom issues, escalating to resources as needed, spanning team, vendors, and student staff.
• Maintain oversight of active cases, work orders, tickets, service requests, observation reports, and email/phone intake
• Build positive customer relations through coordinating classroom support and services
• Assists in inventory control, property management, and record-keeping

Service Team Coordination & Reporting: (15%)

• Ad hoc database reporting and data maintenance
• Track assets; maintain classroom property as defined by the room features database.
• Prepare and manage the monthly intake coverage schedule for the Service Team
• Provide administrative support for OCM units and collaborate cross-functionally with other teams, including assisting with ticket creation and special projects as needed.

Other Duties as Assigned: (10%)

• Professional development to maintain awareness of emerging technology and trends.
• Effectively communicate with a diverse group of students, staff, faculty, and external clients.
• Remain current on departmental policies and procedures.
• Positively represent the Office of Classroom Management to other departments.
• Participates in ongoing training, projects, and committees.
• Other duties as assigned.

*The employer reserves the right to change or add duties to this position as long as the changes and/or additions are consistent with the job classification.

Required Qualifications

• BA/BS degree or a combination of related education and work experience to equal at least four years.
• Relevant experience in a customer service, operations, or similar work environment.

Preferred Qualifications

• Ability to project a calm, professional demeanor in a variety of settings.
• Experience with instructional technology
• Ability to work both independently and as a team player in a fast-paced, deadline-driven environment.
• Critical thinking, analytical, and problem-solving skills, including the ability to anticipate and recognize issues as they arise, and the ability to make decisions independently within established guidelines and protocols.
• Exceptional written and verbal communication skills.
• Experience and proficiency with collaborative software platforms spanning communication and documentation needs (i.e. Google Suite, Zoom, or the equivalents).
• Demonstrated commitment to valuing and actively promoting diversity.
• Experience with adopting existing processes, refining and adapting them to changing situations

The mission of Academic Support Resources (ASR) is to make a positive difference in students' lives. ASR is committed to cultivating and sustaining an environment that is diverse, equitable, and inclusive. We are better equipped to serve and represent our University community by ensuring our culture values differences and individuality. The knowledge, skills, and abilities of all ASR employees include job knowledge, communication, problem-solving/analysis, development, leadership, teamwork, and customer service.

The Office of Classroom Management (OCM) directly supports high-quality teaching and learning by faculty and students in University classrooms. OCM is the central point of contact, and a single point of responsibility and accountability, for all general-purpose classroom and study space issues. OCM is a national leader in the coordination and operation of classrooms and is focused on the continual improvement of teaching and learning environments.

The Classroom Technology Service Coordinator is responsible for providing essential first-level user support, operational execution, and coordination related to classroom presentation systems and operations within the Office of Classroom Management. This position requires foundational classroom technology knowledge and operational precision in support of learning environments. Clear communication, collaborative teamwork, and adherence to established procedures are essential.

Pay Range: $59,639 - $65,000 annually, $28.67 - $31.25 per hour, depending on education/qualifications/experience

Time Appointment: 100% Appointment

Position Type: Civil-Service & Non-Faculty Labor Represented Staff

Please visit the Office of Human Resources website for more information regarding benefit eligibility.

The University offers a comprehensive benefits package that includes:

• Competitive wages, paid holidays, and generous time off
• Continuous learning opportunities through professional training and degree-seeking programs supported by the Regents Tuition Benefit Program
• Low-cost medical, dental, and pharmacy plans
• Healthcare and dependent care flexible spending accounts
• University HSA contributions
• Disability and employer-paid life insurance
• Employee wellbeing program
• Excellent retirement plans with employer contribution
• Public Service Loan Forgiveness (PSLF) opportunity
• Financial counseling services
• Employee Assistance Program with eight sessions of counseling at no cost
• Employee Transit Pass with free or reduced rates in the Twin Cities metro area

Applications must be submitted online. To be considered for this position, please click the Apply button and follow the instructions. You will be given the opportunity to complete an online application for the position and attach a cover letter and resume.

Additional documents may be attached after application by accessing your "My Job Applications" page and uploading documents in the "My Cover Letters and Attachments" section.

To request an accommodation during the application process, please e-mail employ@umn.edu or call (612) 624-8647.

The University recognizes and values the importance of diversity and inclusion in enriching the employment experience of its employees and in supporting the academic mission. The University is committed to attracting and retaining employees with varying identities and backgrounds.

The University of Minnesota provides equal access to and opportunity in its programs, facilities, and employment without regard to race, color, creed, religion, national origin, gender, age, marital status, disability, public assistance status, veteran status, sexual orientation, gender identity, or gender expression. To learn more about diversity at the U: http://diversity.umn.edu

Any offer of employment is contingent upon the successful completion of a background check. Our presumption is that prospective employees are eligible to work here. Criminal convictions do not automatically disqualify finalists from employment.

The University of Minnesota, Twin Cities (UMTC)

The University of Minnesota, Twin Cities (UMTC), is among the largest public research universities in the country, offering undergraduate, graduate, and professional students a multitude of opportunities for study and research. Located at the heart of one of the nation's most vibrant, diverse metropolitan communities, students on the campuses in Minneapolis and St. Paul benefit from extensive partnerships with world-renowned health centers, international corporations, government agencies, and arts, nonprofit, and public service organizations.

At the University of Minnesota, we are proud to be recognized by the Star Tribune as a Top Workplace for 2021, as well as by Forbes as Best Employers for Women and one of America's Best Employers (2015, 2018, 2019, 2023), Best Employer for Diversity (2019, 2020), Best Employer for New Grads (2018, 2019), and Best Employer by State (2019, 2022).