"Support Assistant, Learning Commons"

Position Summary

Responsible for providing support to students, faculty, staff, and community patrons by fulfilling desk functions in all Learning Commons areas. Assists students, faculty and community patrons with software and hardware support in the commons, classrooms, and labs.

Required Knowledge, Skills and Abilities

• Ability to provide first-level Learning Commons service support for students, bridging their classroom learning by assisting with the location of learning materials, resources, and equipment.
• Able to respond to requests for general information with a commitment to customer satisfaction, quality, and accuracy.
• Able to effectively provide appropriate referrals to other service areas.
• Performs related service functions that support department operations.
• Understands the role this position plays within the College's mission and deliver high quality service in the support of student success.
• Demonstrated ability to collaborate and work effectively with both internal and external stakeholders and constituents within the Dallas College community network.
• Able to prepare periodic reports, as necessary or requested.
• Strong commitment to providing world-class customer service.
• Proficient interpersonal, oral, and written communication skills.
• Strong attention to detail and accuracy in a fast-paced, constantly changing work environment.
• Demonstrated ability to handle multiple tasks/responsibilities and the ability to prioritize work.
• Sensitivity to respond appropriately to the needs of a diverse population.

Physical Requirements

Normal physical job functions performed within a standard office environment. Requires in-person interaction and coordination of work with other employees, students, external clients, partners or customers and/or immediate access to equipment, documents, or other information located only in a College workspace. Reasonable accommodations may be made to individuals with physical challenges to perform the essential duties and responsibilities.

Minimum Qualifications

• High school diploma or equivalent with two (2) years of experience providing library, technology, testing, tutoring, or customer service.
• Familiarity with the fundamentals of library and educational technology.
• Competence in using computer-based application software, including Microsoft Office applications.
• Bilingual preferred.

Will be subject to a criminal background check. Some positions may be subject to a fingerprint check.

Key Responsibilities

Duties and responsibilities include, but are not limited to:

• Assists students, faculty, staff, and community patrons in the Learning Commons (library, tutoring, testing, and technology lab), with academic resources, technology equipment, and library collections.
• Perform regular maintenance (reserves, periodicals, and reference materials) including but not limited to pulling books, processing, and checkouts, searching online catalog.
• Provides high-quality customer service and software support for students, faculty, staff, and community patrons.
• Monitor patron logon and computer lab workflow.
• Performs initial technology troubleshooting and reporting (commons, labs, and classrooms)
• Assists with departmental educational workshops and training for staff, faculty, and students.
• Maintains accurate and complete records for use by department administration.
• Enters, updates, and deletes items into multiple databases.
• Dallas College is implementing a "learning commons" model and philosophy. This job position will adapt to that model over time.
• Represents the department by participating in internal and external committees and associations.
• Completes required Dallas College professional development training hours per academic year.
• Performs other related duties as assigned.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Incumbents may be directed to perform job-related tasks other than those specifically presented in this description. Position requires regular and predictable attendance.