Information Desk Supervisor and Classroom Technology Coordinator

Information Desk Supervisor and Classroom Technology Coordinator

Reporting to the Law Technology Manager, this position provides technology support to university students, staff, and faculty and oversees the student workers at the Law School Help Desk. It also works with the ITS Operations and Budget Management Coordinator to update the inventory and manage equipment recycling.

Washington and Lee University actively promotes a dynamic and welcoming environment that allows students and employees of multiple backgrounds and perspectives to learn, work, and thrive together. Successful candidates will contribute to that environment and exhibit potential for excellence in their areas of expertise.

Essential Functions:

• Provides excellent and timely customer service to all members of the university community.
• Oversees the Law Technology Helpdesk, which is the primary source of student computing support in the law school.
• Shares responsibility for processing Web Help Desk work Tickets for the Law and Undergraduate schools.
• Oversees the student Helpdesk workers at the Law School Help Desk.
• Provides student workers with training in care and use of University-provided equipment, Web Helpdesk system, university-provided software and services, classroom technology, and equipment maintenance.
• Directs general information desk questions and provides basic technical support and troubleshooting.
• Communicates and coordinates with ITS staff and other groups.
• Equipment inventory management and recycling.
• Provides first response to classroom technology help calls.
• Monitors the health of classroom technology.
• Maintains an inventory of consumable equipment.
• Provides training in classroom technology for students and faculty.
• Support the life cycle management of computers across the law school.
• Works with law student groups.
• Manages public workstations in the law school.
• Supports a variety of printing devices across the law school.
• Follows the ITS Information Security Program.
• Other duties as assigned.

Minimum Qualifications:

• A four-year degree or equivalent experience in technology support is preferred.
• Management experience is helpful.
• Must have a customer service orientation; enjoy working as part of a team; be highly organized; have demonstrated initiative; and enjoy troubleshooting and problem-solving.