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This position is responsible for supervising the daily operations of the Student Technology Center (STC). The STC provides UI students with assistance for network or computer problems. The STC Supervisor plays a key role in assuring the delivery of information technology services to students on the residential campus and to students accessing UI’s virtual labs and mobile applications. This position supervises temporary help (TH) and Work-Study (WS) students staffing the STC and other designated locations on campus. The Student Technology Center Supervisor is an experienced support provider and resource for TH and WS to resolve as many team issues as possible for students. This position trains, coaches, and directs TH and WS on procedures and technical tasks, and give assignments for completing routine maintenance and for staffing support locations. The STC Supervisor collaborates with other Information Technology Services’ (ITS) teams to provide excellent customer service and support to help students have a positive academic experience at the university.

• Coach STC team members to deliver superior customer service for UI student customers.
• Following UI ITS processes, assure the STC provides effective and appropriate services to meet student computing needs.
• Ensure STC activities, incidents, requests, and solutions/responses are documented in the ITS work management system, solutions added to the knowledge base, and outcomes communicated to customers and stakeholders.
• Attract, hire, retain, and develop talented and passionate team members.
• Promote a positive environment that is fun, friendly, inviting and socially responsible for the students and STC team members.

• Ensure the STC, Student Computing Labs, kiosks, and A-Tech labs, meet customer needs, are functional and available for student use.
• Ensure STC staff are appropriately scheduled to provide coverage in all areas of responsibility.
• Coordinate with stakeholders to ensure STC hours of operation and services are aligned to meet student needs.
• Coordinate with ITS departments to ensure upgrades, maintenance, and operation of the Student Computing Labs and kiosks located throughout the campus are performed in accordance with ITS and UI policies.
• Promote safety and security for students and team members in the physical spaces managed by the STC.
• Understand compliance and security requirements of the position and meeting acceptable standards in these areas.

• Listen to students’ ideas, suggestions, and requests for enabling technologies and services that will enhance their student experience at UI.
• Promote to campus leadership the aggregate needs of students for technologies that support their learning and living experiences at the university.
• Communicate frequently with UI partners including faculty, administrative offices, and others regarding services that could benefit students such as procedures for adding software to lab computers, hosting previews sessions, or mechanisms to escalate service interruptions affecting the UI community.
• Gather STC performance metrics and feedback and analyze for adjustments and opportunities.

• Perform other duties as assigned by supervisor.

• Bachelor’s Degree and 2+ years of experience in student services, technology support, or customer service field or a combination of relevant education and student services/technology support/customer service experience totaling (four) 4+ years.
• Abilities in coaching others to provide excellent customer service with skills in listening/reading for understanding, motivation, collaboration, advocacy, objectivity, diligence, and flexibility.
• Demonstrated abilities in assignment coordination and staff scheduling, service delivery processes, intra/inter-team communications, and measures/metrics.
• Experience utilizing critical thinking and problem-solving skills.
• Experience supporting modern computer technology, including common devices, common software applications, Windows and Macintosh operating systems, and Wi-Fi network connections.

• Bachelor’s degree and 4+ years of experience in student services, technology support, or customer service field or a combination of relevant education and student services/technology support/customer service experience totaling (six) 6+ years.
• Experience communicating effectively with a broad range of people with varied technical understanding, maintaining a positive attitude through adversity, and working collaboratively with the university community.
• Ability to quickly comprehend and assess the effectiveness of support processes; make appropriate and effective adjustments to processes and implement practices efficiently.

• Frequently lifts, carries, or otherwise moves information technology equipment weighing up to 50 pounds indoors and outdoors.
• Ability to traverse between buildings, floors within buildings, ladders, and crawl or maneuver in tight places.

Open to current University of Idaho employees only.

Applicants who are selected as final possible candidates must be able to pass a criminal background check.

The University of Idaho (U of I) is an equal opportunity and affirmative action employer committed to assembling a diverse, broadly trained faculty and staff. Women, minorities, people with disabilities and veterans are strongly encouraged to apply. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, U of I does not discriminate on the basis of race, color, religion, national origin, sex, age, sexual orientation, gender identity/expression, disability, genetic information or status as any protected veteran or military status in its programs or activities, including employment, admissions and educational programs.