Oversees and coordinates the support of the Learning Environments incident management and request fulfillment systems and provides tier one and two support in all supported spaces. Position shares the responsibility of managing student support staff who respond to urgent customer needs in the classrooms, digital unions, and labs. This includes answering, routing and tracking calls and other electronic communications resulting in the dispatch of on-site incident response personnel; directs communications from the classroom helpline; provides in-depth analysis of needs, investigates alternative solutions and develops recommendations for resolutions, as well as implementation of these solutions. Responsible for the timely updates of the Learning Environments and the Classroom Services web presence; manages all text and video updates to ODEE website, virtual room tours, and printed room diagrams. Manages Digital Union public labs; create, maintain, and communicate policies and procedures for multiple lab locations; coordinate resources, hours, and standardization across current and upcoming locations; operates vans, power tools and classroom technology devices; and works closely with staff and faculty to resolve classroom incidents.
Our goal is to foster a community of professionals with diverse skills, experiences and backgrounds who actively collaborate to support the mission of the Ohio State University. We are committed to personal and professional growth of individuals as they achieve their highest potential and support others along the way. In an ever-changing technology landscape our employees are flexible, innovative, and adept problem-solvers.
Bachelor’s degree, or an equivalent combination of education and experience; 3-5 years of experience providing customer service in a technical environment; strong interpersonal and communications skills; strong technical/mechanical aptitude and the ability to trouble-shoot and logically solve problems. In depth understanding of multimedia, video and audio editing software (iMovie, Premier, Final Cut, Logic Pro, Pro Tools, and Garage Band); basic knowledge of and/or appropriate training in relevant computer technology and audio-visual systems and video conferencing; ability to use radio, hand tools, power tools and electrical/electronic testing equipment, climb ladders and scaffolding, lift equipment, operate vehicles, walk to campus wide locations, and use phones; high motivation.
ITIL Training, web design and coding experience, management experience.
Target Salary: $49,000.00 - $61,000.00 Annually
Job Category: Information Technology (IT)
Job Appointment (FTE%):
The Ohio State University is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation or identity, national origin, disability status, and protected veteran status.
The Ohio State University is a dynamic community of diverse resources, where opportunity thrives and where individuals transform themselves and the world. Founded in 1870, Ohio State is a world-class public research university and the leading comprehensive teaching and research institution in the state of Ohio. With more than 63,000 students (including 57,000 in Columbus), the Wexner Medical Center, 14 colleges, 80 centers and 175 majors, the university offers its students tremendous breadth and depth of opportunity in the liberal arts, the sciences and the professions.