Classroom Support Specialist - Lead

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:

• 

• California Polytechnic State University

• 805-756-2236

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