Essential Functions:
· Dispatch classroom and desktop resources as required to address technical issues within the enterprise
· Act as the single point of contact to the customer for all Information Technology service requests
· Intake all work as service tickets into Helpdesk Ticketing System
· Improve usage and increase productivity of Information Technology support resources
· Pre-process service requests as they arrive through email, phone, or direct customer input into the customer relationship management system
· Escalate service requests that cannot be completed within agreed service levels
· Monitor resource schedules to ensure prompt time entry on service requests
· Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
· Provide in-person or online support for both brick and mortar and online classroom technologies as directed
- Proactive Planning & Troubleshooting: Collaborate with event organizers to proactively address potential technical challenges, conduct pre-event checks, and provide on-site support to resolve issues quickly, maintaining a smooth event experience for attendees and presenters.
- Event Support: Provide timely and reliable IT and A/V support for a wide range of campus events, including lectures, conferences, workshops, and special events, ensuring seamless integration of technology for a professional experience.
- Flexibility for After-Hours Events: Ensure IT and A/V services are available for evening and weekend events, accommodating the diverse scheduling needs of campus activities and ensuring minimal disruption to event flow.
- Ability to proactively recommend effective courses of action and communicate resolution, policy, and procedures to the various stakeholders, management, and end user population
- Clearly communicate technical solutions in a user-friendly, professional manner; provide one-on-one end-user training as needed
- Generate written monthly project reports; supply service analytics on an as needed basis
- Work to standardize existing processes and implement best practices
- Maintain effective working relationships to ensure institution-wide teamwork
- Must understand and be able to implement effective OIT practices and solutions in an open and collaborative environment
- Maintain high regard for student privacy in accordance with the FERPA privacy policies and procedures.
- Provide audio / video support as required to support both the classroom environment, special events, and distance education
- Accept and execute other duties as assigned
The Phoenix Group Advisors is an equal opportunity employer. We are committed to creating a diverse and inclusive workplace and prohibit discrimination and harassment of any kind based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. We strive to attract talented individuals from all backgrounds and provide equal employment opportunities to all employees and applicants for employment.
