Reports to: Campus President
Issue Resolution
- Actively address and resolve technical and usability issues experienced by the Staff and Students.
- Adhere to OLA and SLA metrics defined in the Incident Management process.
- Adhere to the Incident Management process, defined by Tulsa Welding Schools.
- Frequently communicate with Staff and Students on status, next steps and resolution of open tickets.
- Procure, Install and configure new equipment and services to Campus
1) Time to resolution.
2) SLA Adherence
Incident Prevention
- Identify recurring incidents, determine root cause and advise resolution to IT Team
- Ensure technologies are operational and optimized for expected use by Campus Staff and Students
- Proactively address and resolve concerns that could lead to potential incidents.
- On-board and off board employees and students in a timely, seamless manner
- Support the course readiness process by ensuring Staff and Students have access to their courses and content.
1) # of recurring incidents
Communications
- Communicate often to Campus Staff and students on status of current incidents, steps taken and remaining steps to resolution.
- Develop and conduct training associated with newly developed and deployed functionality.
- Participate in the deployment of new systems through testing, training and supporting adoption.
- Foster an open and approachable environment where staff and students are welcome to report and discuss issues and concerns.
1) Survey Results
2) QA Review = > 85%
Availability
- Ability to work a flexible schedule to ensure availability to support Staff, Students and Faculty when they need it.
Service Improvement
- Contribute to overall IT service improvement initiatives and projects, ensuring successful rollouts with minimal incidents.
- Participate in Campus initiatives and projects designed to improve academic delivery.
1) Overall reduction in incident trend for that campus
Reputation
- Operate and contribute to a Customer Service-minded perception of IT.
Operating environment:
High paced environment, diverse in both tasks and projects. Constant communication on where resolution to issues stand. Must be able to lift approx. 50lbs short distances, climb up on a ladder to reach equipment installed on wall or on ceiling. Must be able to be proactive in troubleshooting to ensure problems are resolved in advance of instruction.
Dimensions:
Support
Customer Service
Skills:
- Polished demeanour and communications
- Problem Solving - Troubleshooting
Education and Experience:
- A Technical degree or certification desired. Bachelors of Science in Technical or Engineering discipline, preferred.
- Must be service-oriented with a natural inclination to improve the campus environment.
- Proven IT field service experience, supporting 50 - 250+ users.
- Strong ability to troubleshoot, test, repair and service technical equipment
- Experience supporting SIS, LMS, CRM and learning components desired.
- Must have very strong background in desktop support
- Ability to work flexible shifts and to adapt to changing work schedules
- 2-3 years’ experience supporting higher education users.
Behavioural Competencies:
StrataTech Global Privacy Policy
Tulsa Welding School & Technology Center 2023 Annual Security Report