University at Albany — Supervisor, Student Assistant Work Group

About University at Albany:
Established in 1844 and designated a University Center of the State University of New York in 1962, the University at Albany’s broad mission of excellence in undergraduate and graduate education, research and public service engages a diverse student body of more than 17,900 students in nine schools and colleges across three campuses.

Located in Albany, New York, New York State’s capital, the University is convenient to Boston, New York City and the Adirondacks.

Job Description:
Information Technology Services (ITS) at the University at Albany seeks applicants for Supervisor, Student Assistant Work Group. The Supervisor stays abreast of student staffing needs for the Student Assistant Work Group and those identified by ITS managers. He/She/They will oversee, hire, recruit, schedule, and develop the Student Assistant Work Group to meet student workforce needs across ITS. The Supervisor reports to the Manager, Field Support Group (FSG).

IT student assistants are an important piece/element of ITS’ tiered approach to support desktops and mobile devices, peripherals, AV technology, telephones, and network connections in faculty/staff offices, classrooms, and conference rooms across three campus locations. Student assistants are deployed to these locations as initial responders to assist with a wide range of basic technology support and troubleshooting tasks. This tiered approach to providing support allows the professional staff in FSG to focus on work that requires higher-level expertise. The Supervisor oversees all aspects of the Student Assistant Work Group.

IT student assistants are also an important piece/element of ITS’ approach to student staffing needs required of all ITS managers for projects or other routine work. The Supervisor will also stay abreast of all these needs, and identify students who are motivated to work in information technology and may possess advanced skills and potential for professional recruitment.

The Supervisor should enjoy and value working with the student assistants and the professional staff to create effective and efficient operations and workflow. The successful candidate should have the ability to develop core/basic knowledge of desktops, mobile devices, or AV technology in order to be able to respond to technical questions posed by the student assistants. This is an excellent opportunity for motivated individuals to gain supervisory experience or to advance their knowledge in desktop services and support.

Supervisory Responsibilities:

  • Oversee and coordinate daily operations and activities of the Student Assistant Work Group, across three campuses using a ticketing/work management tool
    • Develop a strategy to assign students to any ITS service team or ITS Manager, based on need and request
  • Develop, implement, and maintain a strategy to hire and train student assistants to ensure adequate coverage and availability for expected work and projects
    • Identify and fulfill student workforce needs to support FSG work as well as those identified by ITS managers
    • Develop a strategy to recruit and retain motivated student assistants or those with advanced skills for professional recruitment
    • Develop a pipeline to bring students into the Student Assistant Work Group through internships, course-related fieldwork, and other creative avenues
  • Use existing tools to develop reports to support operations and budget recommendations for the Student Assistant Work Group, working closely with the Field Support Group Manager
  • Oversee routine HR functions for all IT Student Assistants

Integration with Field Support Group:

  • Develop a strong understanding of common field tasks and workflows to respond to technical questions posed by student assistants and ensure their work aligns with FSG assignments as specified in workflow and documentation.
  • Configure, diagnose and resolve basic/common operating system, application, and connectivity problems for desktops, mobile devices, and endpoints (including classroom AV technology and related systems)  
  • Train and assist Student Assistants with basic/common technical tasks and troubleshooting  

Communication and Customer Service:

  • Develop knowledge of ITS service categories and assignee groups, workflows, documentation, and work management practices
  • Provide excellent customer service in alignment with service priorities across a wide range of IT services
  • Demonstrate effective customer service skills, including effective listening and asking questions to ensure understanding of the end-users reported problem, ability to maintain composure and focus during high call volume periods and when working with frustrated customers
  • Communicate effectively on the phone, in person, and by email
  • Collect and document information obtained from customers and develop effective documentation and FAQs

Additional Responsibilities:

  • This is an on-site position and is not eligible for remote work
  • Work schedule will vary depending on scheduled events and service needs at the three campus locations and designated athletics events.
  • Be available to provide scheduled support and consultation outside normal business hours, including occasional evenings, holidays, or weekends, within reasonable professional obligation and expectation.
  • Actively participate, as needed, in ITS projects.

Requirements:
Minimum Qualifications:

  • Bachelor’s degree from a college or university accredited by a U.S. Department of Education (DOE) or internationally recognized accrediting organization
  • Strong analytical and problem-solving skills
  • Applicants must clearly address their ability to work with a culturally diverse population in their application or during the interview

Preferred Qualifications:

  • Experience training and assisting students in basic troubleshooting 
  • Basic computer troubleshooting skills  
  • Proficient communication skills, including strong writing and documentation skills.
  • Demonstrated ability to be self-motivated, to manage multiple priorities and tasks, and to work independently and within a team structure.

Additional Information:
Professional Rank and Salary Range: Senior Staff Assistant, SL-3; $60,000-65,000

Special note: Visa sponsorship is not available for this position.

The Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, or Clery Act, mandates that all Title IV institutions, without exception, prepare, publish and distribute an Annual Security Report. This report consists of two basic parts: disclosure of the University’s crime statistics for the past three years; and disclosures regarding the University’s current campus security policies. The University at Albany’s Annual Security Report is available in portable document format [PDF] by clicking this link http://police.albany.edu/ASR.shtml

Pursuant to NYS Labor Law 194-A, no State entity, as defined by the Law, is permitted to rely on, orally or in writing seek, request, or require in any form, that an applicant for employment provide his or her current wage, or salary history as a condition to be interviewed, or as a condition of continuing to be considered for an offer of employment until such time as the applicant is extended a conditional offer of employment with compensation, and for the purpose of verifying information, may such requests be made.  If such information has been requested from you before such time, please contact the Governor’s Office of Employee Relations at (518) 474-6988 or via email at info@goer.ny.gov.

THE UNIVERSITY AT ALBANY IS AN EO/AA/IRCA/ADA EMPLOYER

Please apply online via https://albany.interviewexchange.com/jobofferdetails.jsp?JOBID=153393

Application Instructions:
Applicants MUST submit the following documents:

  • Resume
  • Cover letter stating all the required minimum qualifications and any of the applicable preferred qualifications
  • Contact information for three professional references

Note: After submitting your resume, the subsequent pages give you instructions for uploading additional documents (i.e. cover letter etc.).

This posting will remain open until the position is filled. 

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