Academic Technology Support Lead

The Academic Technology Support Lead directly supports the students, faculty and staff for all technology support issues at Golden Gate University.  He or she will be expected to operate in a "Level 2" support capacity, handling more sophisticated problems and issues than first-call technicians, and understand when and how to escalate more difficult and time-consuming technical problems to A/V Specialists, Help Desk Technicians or System Administrators.

• Provide end-to-end support of software, hardware and operational issues for all customer-facing classroom and conference room technology at the university.

• Resolve technology issues and requests from students, faculty and staff, via in-person, email, and telephone communications.

• Assist the Academic Technology Manager/Supervisor in the ongoing maintenance of the knowledgebase and other documentation.

• Mentor part-time support personnel with technical support issues, and provide training in a wide range of operating systems, software applications, and hardware platforms.

• Assume a leadership role for Level-1 support assistants, coordinating their timing, progress and technical activities hour-by-hour, and prioritizing their tasks.

• Ensuring that work is successfully passed over during the transition from shift-to-shift by collaborating with preceding and succeeding shift leads. 

• Isolate problems with AV systems and make equipment substitutions to provide immediate resolution of system failures; Perform routine preventive maintenance on AV systems and equipment (Replace bulbs, clean filters & lenses, make minor adjustments, etc.) 

• Provide customer support and service which includes delivery and set up of equipment, lab and equipment cleaning; Basic network troubleshooting relating to laptops, mobile devices, thin-clients, printers, wireless and hardline network connectivity; Provide assistance to engineers and managers which include daily duties, project assignments, and other duties as assigned.

Some college preferred; or two to three years related experience and/or training; or equivalent combination of education and experience.

To apply: Please go to  http://www.ggu.edu/jobs and submit an application, letter of interest, and a resume.
 
In applying for a position, candidates sign a consent authorizing a broader inquiry which may include reference checks, a motor vehicle check, and a third party background check.
 
Golden Gate University is an equal employment opportunity employer. We support inclusive excellence and are committed to creating a safe and welcoming community for all.
 
University policy prohibits discrimination based on race, color, religion, national origin, ancestry, age, gender, sexual orientation, marital status, medical condition, physical or mental disability, gender stereotyping, and gender identity, taking a protected leave (e.g. family medical or pregnancy leave), or on any other basis protected by applicable laws.
 
The University has a strong commitment to the principles of diversity and inclusion, and to maintaining working and learning environments that reinforces these practices.  The University welcomes and encourages applications from all especially women, minorities, people of color, veterans, persons with disabilities, and members of the LGBTQI community.