University of St. Francis

The Graduate Assistant & Support Supervisor is an advanced customer service role within the Technology Support Center ( TSC ).. This position operates the TSC support desk and provides both live and virtual end user support, and has administrative level systems access to carry out advanced functions of the TSC.. The Graduate Assistant & Support Supervisor is a leadership role and will oversee the work of the support specialists working during their shift.. 50% – Respond to support issues that come into the TSC desk. 10% – Contribute to and/or refine the documentation and knowledge base of the TSC

graduate assistant

Responsibilities The Graduate Assistant & Support Supervisor is an advanced customer service role within the Technology Support Center ( TSC ). This position operates the TSC support desk and provides both live and virtual end user support, and has administrative level systems access to carry out advanced functions of the TSC . You will also respond to field-based issues including classroom or onsite support requests. The Graduate Assistant & Support Supervisor is a leadership role and will oversee the work of the support specialists working during their shift. You may also help train newer members of the team. Essential Duties And Responsibilities 50% – Respond to support issues that come into the TSC desk <ul><li> Respond to level 1 support issues via scripted responses and receive positive feedback from end users</li><li> Troubleshoot basic hardware and software issues when no scripted response exists</li><li> Identify when to escalate to level 2 support</li><li> Accurately document and report support ticket information</li></ul> 20% – Supervise Student Workers <ul><li> Oversee student workers both onsite and at the support desk ensuring a high level of end user satisfaction</li><li> Mentor and train student workers</li></ul> 20% – Respond to field-based support issues on campus <ul><li> Carry oneself in a professional manner when responding to field-based requests</li><li> Troubleshoot basic hardware and software issues</li></ul> 10% – Contribute to and/or refine the documentation and knowledge base of the TSC <ul><li> Communicate written technical information in a clear and concise manner</li></ul> Other duties as assigned. During Summer this may include network and system installation and support.

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