University Library Technology Services Supervisor
University Library Technology Services Supervisor
Department: IU Indianapolis University Library (UL) Client Support Team (CST)
Pay Rate: $14.00/hour
Position Type: Part-Time, IU Student Position
Position Summary:
The IU Indianapolis University Library Client Support Team is seeking an evening and weekend Technology Services Supervisor. This position oversees the Technology Services Desk operations and services on the 4th floor of the library and works closely with the Client Support Technical Services Manager. A person in this role should have a passion for helping people, basic hardware repair and software troubleshooting skills, and an eagerness to gain hands-on experience in the technology field.
Position Requirements:
- Must be able to commit to 20 - 28 hours per week for two consecutive semesters.
- Must be able to work at least two closing shifts until 11 PM during the week and/or one-weekend shift. (Saturdays until 6 PM and/or Sundays until 8 PM.)
Primary Responsibilities:
- Supervise evening and weekend student staff after Full-Time staff have left for the day/weekend.
- Identify and repair broken technology in the public areas of the library.
- Attend meetings for training and to provide updates.
- Also, attend 1:1 meetings with the Client Support Technical Services Manager to discuss new and existing projects.
- Troubleshoot technology questions. Answer general questions about the library (on the phone or in person) from IU and Purdue Affiliates (Students, Staff, Faculty, Alumni) as well as community users.
- Mentor student employees on technical issues.
- Provide advanced troubleshooting support to other CST student staff on technology issues.
- Set up and tear down events in the building.
Essential Functions (% time spent):
- 25% Supervise Technology Services Desk Operations and Student Staff
- 25% Identify and repair broken technology in the public and staff areas of the library
- 25% Answer questions from patrons who come to the Technology Services Desk for assistance
- 10% Assist with event room technology testing and maintenance
- 10% Set up and tear down evening or early morning events
- 5% Other projects as assigned
Skills Required:
- Ability to use campus online systems such as Canvas, One, IU, and Exchange
- Proficient with Windows OS, Mac OS, and MS Office
- Basic audio-visual equipment knowledge
- Awareness of time management and deadlines
- Must be able to remain calm under pressure in a high-paced environment
- Must be highly proficient in customer service
- Experience with instruction or training
- Excellent communication and interpersonal skills
- Strong organizational skills
- Able to work efficiently with minimal supervision
- Takes initiative
- Professional demeanor
Skills Preferred:
- Knowledge of hardware repair and advanced software troubleshooting methods including connecting to a wireless network
- In-depth familiarity with Windows, Mac OS, and AV equipment (smart TVs, projectors, and video conferencing equipment)
Work Hours:
- UL Technology Services Supervisors receive assigned shifts at the beginning of the semester and retain these shifts for the entire semester.
- Employment is on a semester-by-semester basis.
- Hours will vary when classes are not in session and during the summer sessions.
SKILLS/EXPERIENCE GAINED IN THIS ROLE:
As a UL Technology Services Supervisor, you will gain a more in-depth understanding of IT support at an administrative level. You will gain hands-on experience working in IT and library environments. As a result of working at UL, you will be able to:
- Learn industry-standard troubleshooting and user support.
- Gain experience working directly with customers with various levels of technical knowledge while providing quality service and solutions
- Obtain Dell Technology Repair Certification (Must renew yearly.)
University Library strongly encourages applications from first-generation students, Black students and students of color, LGBTQ+ students, students with disabilities, and students who are members of other marginalized communities. Candidates for this position must be interested in working in an academic community that is diverse with regard to gender, race, ethnicity, religion, nationality, sexual orientation/identity, gender identity, disability status, and protected veteran status.