Computer Labs & Smart Classroom Support Coordinator

Review: March 7, 2017

(Job #17-10) Computer Labs and Smart Classroom Support Coordinator, Information Technology Consult-

ant – Career (ITC-12C), $4,372-$9,683/month. Appointments are typically made at the beginning of the sala-

ry range. This is a full-time, benefitted, 12-month position with a one-year probationary period in Information

Technology Services.

Position Summary: The Computer Labs and Smar t Classroom Suppor t Coordinator is responsible for coor -

dinating the provision of a first responder service, monitoring Pay for Print service consumables, and preventative

maintenance efforts related to computer labs and smart classrooms across campus. To achieve this, the Support

Coordinator will provide technical leadership and direction to a group of first responders as well as work with other

IT professionals to come up with solutions. A strong commitment to customer service, open communication, and

continuous service improvement are essential to the position.

Duties: The Computer Labs and Smar t Classroom Suppor t Coordinator will be responsible for the following

duties:

Coordinate the computer labs and smart classroom operations students and resources:

Hire, train, and schedule a team of students; optimize how student resources are deployed to achieve objectives

which includes tracking quality of service; provide leadership to student support workers encouraging customer

focus and quality service; monitor “1 - labs and classrooms” ticketing queue to make sure that tickets are addressed

correctly and in a timely manner; work with stakeholders to increase operational efficiency with the focus on in-

creasing customer satisfaction; track resources (analytics) to assist with decision making and allocation of support

efforts.

Provide technical leadership and direction to the operations team:

Design First Responder service strategies (e.g., phone, remote, dispatch to room); monitor and report on resources

including print (HP jetdirect), computer (Deep Freeze, Labstats, SCOM, KBOX), and student staffing; Pay4Print -

stock paper/toner and project consumable stocking requirements for ongoing operations; use hands-on technical

ability to address issues directly; create and address trouble tickets; create and edit documentation (internal and

external); open/close rooms as needed; Quality Assurance; ensure rooms are ready before each term (A/V, Comput-

ers, Projectors); spot check rooms during semester with a goal of aligning best effort with positive user experience;

test software/applications (lab & Vlab); print class schedules and other communication as needed; produce and

maintain relevant signage; preventative maintenance (clean rooms, projectors, etc).

Facilitate timely solutions to lab and classroom problems by coordinating with the broader IT department:

Build and maintain relationships; take ownership of issues to attain resolution when needed; identify and assist in

resolving technical issues using enterprise campus tools like SCCM, JAMF, and Active Directory; stay current with

IT management tools and contemporary practices; understand faculty use cases and needs to strive for continuous

quality improvement; provide input on classroom design and planning.

Minimum Qualifications: Education & Experience: A Bachelor ’s degree and foundation of knowledge and

skills in technical information systems. Three years of full time professional experience coordinating information

technology user support. Additional relevant experience can be substituted for equivalent education on a year for

year basis.

Knowledge, Skills, & Abilities:

Excellent interpersonal skills with a customer service orientation and ability to work with a positive attitude as

a flexible, collaborative, and supportive labs and smart classroom team member, while excelling in a fast-

paced service environment.

Professional experience working with a diverse population.

Ability to independently and effectively prioritize and handle multiple responsibilities and follow through on

tasks.

Intellectual flexibility, technical curiosity, and an ability to learn independently.

Experience with a ticketing system for request assignment, tracking, escalation, and reporting.

(Continued on reverse)

Humboldt State University is committed to achieving the goals of equal opportunity and endeavors to employ faculty and staff of the highest quality reflecting the ethnic and cultural

diversity of the state. Additional information about Humboldt State University can be found at www.humboldt.edu.

Humboldt State University is a Title IX/Affirmative Action/Equal Opportunity Employer. We consider qualified applicants for employment without regard to race, religion, color,

national origin, ancestry, age, sex, gender, gender identity, gender expression, sexual orientation, genetic information, medical condition, disability, marital status, protected veteran

status, or any other legally protected status.

The person holding this position is considered a ‘mandated reporter’ under the California Child Abuse and Neglect Reporting Act and is required to comply with the requirements set

forth in CSU Executive Order 1083 as a condition of employment.

It is the responsibility of the applicant to provide complete and accurate employment information. Incorrect or improperly completed applications will not be considered for vacancies.

Any reference in this announcement to required periods of experience or education is full-time activity. Part-time experience or education--or activities only part of which are qualify-

ing--will receive proportionate credit. In accordance with applicable Collective Bargaining Agreements, preference may be given to the campus applicants covered by these agree-

ments. However, positions are open to all interested applicants, both on and off campus.

Class Code: 0420

Evidence of required degree(s), certification(s), or license(s) will be required prior to the appointment date. A background check (including a criminal records check, employment

verification, and education verification) must be completed satisfactorily before any candidate can be offered a position with the CSU. Certain positions may also require a credit

check, motor vehicle report, and/or fingerprinting through Live Scan service. Adverse findings from a background check may affect the application status of applicants or continued

employment of current CSU employees who apply for the position.

Publication Date: February 21, 2017

Experience installing and configuring Windows and Macintosh systems and applications in a managed net-

worked computing environment.

Knowledge of scripting to automate tasks.

Working knowledge of Windows management tools like Active Directory, AD Group Policy, Microsoft Sys-

tems Center Configuration Manager.

Knowledge of current Microsoft and Macintosh operating systems.

Must be able to lift a minimum of 40 pounds from floor to waist, negotiate stairs while hauling equipment,

work in cramped equipment/cable areas, tolerate long periods of walking, kneeling, stooping, and work with

hand tools to repair/replace small components.

Application Procedure: Please note that our application process has changed! We now require application

materials to be submitted electronically. If assistance is needed, the Human Resources & Academic Personnel

Services office (located in Siemens Hall room 212) has a computer station available and our front office team

would be happy to assist you. Qualified applicants should submit electronically the following materials:

Letter of Interest;

HSU Employment Application;

Resume or Curriculum Vitae;

Contact information for at least three professional references

Submission of the application materials should be sent as email attachments to careers@humboldt.edu.

Please include your last name and the job # (17-10) in the subject line of the email.

Application Deadline: This position is open until filled. The fir st review of applications will be Tuesday,

March 7, 2017.

HSU is committed to enriching its educational environment and its culture through the diversity of its staff, facul-

ty, and administration. Persons with interest and experience in helping organizations set and achieve goals rela-

tive to diversity and inclusion are especially encouraged to apply.