Reporting to the Director of Educational Technology, the Student Support Technician will provide technical support to university students, including computer repair, software installation, and network connectivity. Assist students connecting streaming or gaming devices. Escalate issues that cannot be resolved to other technology experts. Train student employees to perform same duties. All student populations supported: including residential, off-campus residential, 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.
Provide continuous direction, training, and development opportunities to the Student Technical Support Team, enabling ability of 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 in order to provide troubleshooting advice, and directly resolve complex technical issues
Ensure the student workforce provides timely, effective, and proficient customer support while using discretion
Lead and mentor a group of peers in order to foster a well diverse and high-performing team
Contribute to improving the student support digital presence by participating in projects that solve problems and increase reach
Support collaboration tools, communication software, and personal computing technologies - administer loaner equipment when necessary
QUALIFICATIONS, KNOWLEDGE, SKILLS AND ABILITIES:
A Bachelor's Degree and 3-4 years of directly related experience in a Higher Education environment is preferred.
Must act as a liaison between students and other offices of the University for seamless and punctual resolutions
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
Internal Number: 21-14A
About University of New Haven
The University of New Haven is a private, top-tier comprehensive institution recognized as a national leader in experiential education.Founded in 1920 on the campus of Yale University in cooperation with Northeastern University, UNH moved to its current West Haven campus in 1960 and opened its Orange Campus in January, 2014. The University operates a satellite campus in Tuscany, Italy, and offers programs at several locations throughout Connecticut and in New Mexico. UNH provides its students with a unique combination of a solid liberal arts education and real-world, hands-on career and research opportunities.The University enrolls approximately 6,800 students, including nearly 1,800 graduate students and more than 5,000 undergraduates – the majority of whom reside in University housing. Through its College of Arts and Sciences, College of Business, Henry C. Lee College of Criminal Justice and Forensic Sciences, Lyme Academy College of Fine Arts, and Tagliatela College of Engineering, UNH offers over 80 undergraduate and graduate degree programs. UNH students have access to more than 500 study abroad programs worldwide and its student-athletes compete in 16 varsity sports in the NCAA Division II’s highly competitive Northeast-10 Conference.