Scranton
As the Assistant Director of Information Resources Customer Service, I am responsible for managing and coordinating the Help Desk and OIT (Office of Instructional Technologies) Equipment Services in providing technical support to the university community.
The responsibilities of this position include diagnosing, reporting and coordinating the resolution of software, hardware, systems, network, and instructional technology equipment problems reported to the Help Desk. This includes site visits, personal contact, e-mail and telephone support. It also includes managing our problem tracking system to ensure that problems are logged properly and resolved in a timely manner. I am also responsible for coordinating information dissemination to the university community.
The Help Desk is staffed by three other full-time staff and approximately 30 work-study students for whom I am responsible for hiring, scheduling, training, and supervising in
trouble-shooting computing and instructional technology equipment problems. Additionally, I oversee the instructional technology equipment reservation and scheduling operation, and the deployment of the student staff in the delivery and set up of instructional technology equipment in classrooms.