Classroom Support Specialist - Lead

California Polytechnic State University
San Luis Obispo, California 93405 United States  View Map
Posted: Nov 23, 2024
  • Customer Service
  • Job Description

    Job Summary

    Under general supervision, the Classroom Support Specialist - Lead delivers outstanding customer service and support for technology installed in university classrooms. This position coordinates and leads the Client Services - Classroom Audiovisual Support team, our tier 1 support team, and is responsible for the ongoing support of audiovisual services across campus.

    The role involves significant collaboration with internal and external stakeholders, including academic departments, administrative units, vendors, and contractors, to ensure seamless support and installation of audiovisual systems. The Classroom Support Specialist - Lead communicates regularly with customers and the ITS team, providing updates on project progress and addressing technical concerns.

    The Classroom Support Specialist - Lead is responsible for maintaining classroom audiovisual functionality while managing vendor relationships and ensuring our services meet campus objectives and standards.

    Key duties include strong leadership skills, the ability to work collaboratively across different departments to meet the evolving needs of the campus community, analyzing and diagnosing user needs, making recommendations and quickly resolving problems; ensuring assigned systems and services are properly maintained and fully operational; preparing and delivering effective documentation, presentations and training to a variety of end users; and proactively looking for systematic improvements and opportunities to optimize workflows.

    Department Summary

    Information Technology Services (ITS) is a fast-moving team that is responsible for helping Cal Poly achieve academic excellence through developing and implementing learning, teaching, and administrative solutions which leverage technology that align with strategic goals and objectives. With a focus on continuous improvement, ITS fosters innovation, supports continuous learning, and develops people to their full potential. Our team of more than 190 professionals works in a DevOps environment to shape the technology landscape at Cal Poly.

    Key Qualifications
    • Lead Responsibilities:
    • Customer Service: Works with manager and director to ensure outstanding customer service and support.
    • Task Coordination and Work Planning: Prioritizes and assigns daily work; responsible for ticket queue management, maintenance planning, standup meetings.
    • Team Feedback and Mentoring: Works with manager to provide feedback to support staff. Fosters ITS values and mentors peers.
    • Best Practices: Fosters best practices for ADA, security, policy, and procedures. Ensures service and operational escalation, incident management, and lessons learned for the service area.
    • Essential Job Functions
    • Consultative Support: Provide the highest level of customer service, collaboration, and consultative relationships with the campus community. Translate technological solutions into terms understandable by a variety of users; demonstrated ability to work with technical and non-technical staff to identify user requirements and translate them into technology-based solutions.
    • Technical Analysis and Problem Solving: Understand, analyze, and diagnose user needs; resolve problems in a timely manner.
    • Project Documentation and Collaboration: Develop project-specific activities, coordinate with vendors, and ensure contractual agreements are met. Collaborate with stakeholders to ensure proper communication.
    • Continuous Improvement: Contribute to continuous improvement of workflow and support processes.
    • Escalation and Support: Escalate problems appropriately. Provide support to both technical and non-technical staff.

    Education and Experience
    • Bachelor’s degree and two years of relevant experience.
    • Additional qualifying experience may be substituted for up to two years of the required education on a year-for-year basis.

    Salary and Benefits

    Anticipated Hiring Range: $75,000 - $95,000 Per Year

    Classification Range: $61,896 - $152,760 Per Year

    Cal Poly offers a best-in-class benefits program, including health, dental and vision insurance, retirement participation in the Public Employees' Retirement System, and educational benefits for eligible employees. See our benefits website for additional information.

    Cal Poly

    Cal Poly is a nationally-ranked public university located in San Luis Obispo, California, and known for its Learn by Doing philosophy. Each year more than 20,000 top-tier students come to San Luis Obispo to put knowledge into action, taking their learning outside the classroom as they prepare for careers in engineering, agriculture, science, business, humanities and the built environment. Cal Poly’s hands-on philosophy, small class sizes and close student-faculty mentorships result in graduates ready from day one to impact their communities, California and the world. For more information, visit calpoly.edu .

    Diversity Statement

    At Cal Poly, we believe that cultivating an environment that embraces and promotes diversity is fundamental to the success of our students, our employees and our community. Bringing people together from different backgrounds, experiences and value systems fosters the innovative and creative thinking that exemplifies Cal Poly's values of free inquiry, cultural and intellectual diversity, mutual respect, civic engagement, and social and environmental responsibility.

    Cal Poly's commitment to diversity informs our efforts in recruitment, hiring and retention. Cal Poly is an equal opportunity employer.

    Supplemental Information

    Following a conditional offer of employment, a background check (including a criminal records check) must be completed satisfactorily before any candidate may start work with Cal Poly. Failure to satisfactorily complete the background check may result in the withdrawal of the offer of employment. Current employees who are offered positions on campus will be required to undergo a background check for any position where a background check is required by law or that Cal Poly has designated as sensitive.

    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.

    Cal Poly, San Luis Obispo is not a sponsoring agency for staff positions (i.e. H-1B visas).

    Positions are posted for a minimum of 14 calendar days.

    Advertised: Nov 22 2024 Pacific Standard Time
    Applications close:

    Closing Date/Time:
  • ABOUT THE COMPANY

    • California Polytechnic State University
    • California Polytechnic State University

    About Cal Poly

    Founded in 1901, California Polytechnic State University (Cal Poly) is one of five comprehensive polytechnic universities in the U.S., with about 21,000 undergraduate and 900 graduate students. Cal Poly maintains a guiding philosophy of “Learn By Doing” that is reflected in the school’s comprehensive curriculum combining technical and professional training with the arts and humanities. When you graduate from Cal Poly, you won’t just know theory, you will be able to think critically and know how to solve real-world problems. Today, Cal Poly is among the most selective public universities in the United States. Under President Armstrong’s leadership, Cal Poly’s national reputation is growing and, according to payscale.com, the return on investment for graduating students is consistently on par with some of the most prestigious universities in California. Visit www.calpoly.edu to learn more.

    Central to California

    Cal Poly is located in the beautiful Central Coast of California in the city of San Luis Obispo, about halfway between Los Angeles and San Francisco. This city is nestled in between great wine regions, relaxing beaches, and a small community. Our location gives students access to opportunities for hands-on research in agriculture, wine making, and distinct coastal ecosystems, as well as, close proximity to Southern California and the Bay Area for their tech, industry and the culture hubs. Given California’s status as a world leader in many areas and industries, our students have an opportunity to do work that makes an impact around the globe.

    Committed to Diversity

    We recognize and celebrate the value of the different viewpoints, knowledge, cultures and skills that diverse communities bring to the educational experience. Cal Poly is committed to becoming a more diverse, equitable and inclusive environment where everyone has the opportunity to succeed and feel a sense of respect, belonging and personal safety. We’re not just a workplace — we’re a community.

    Highly Ranked

    Cal Poly consistently receives high rankings from major publications. For the past 27 years, we have been named the best public, master's-level university in the West by U.S. News & World ReportForbes also continues to name us the top public masters-level university in California and one of the Top 25 public and private universities in the West. 

    Benefits/ Perks

    Beyond the Job

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