Student Technology Coordinator

Hiram College is seeking a Student Technology Coordinator. Working under the direction of the Chief Information Officer, the Student Technology Coordinator is responsible for managing the distribution and support of the student iPad program. This position works closely with the Manager of Digital Learning Technologies and Instructional Designer, as well as the Service Center Manager positions for the deployment of Apple iPads to incoming students. This position serves as the initial point of contact and provides general assistance to students. This position also manages the day-to-day operations of the Student Technology Help Desk in coordination with the IT Help Desk.

Founded in 1850, Hiram College provides students of all backgrounds with an attainable private education that teaches the 21st-century skills needed to thrive professionally and personally in the face of inevitable and constant change. Built on a community that fosters student-faculty collaboration, the College equips all students with the tools necessary to embrace active learning in the classroom, in Ohio, and beyond through technology, internship, study away, research, and other experiential opportunities for growth and development. Recognized by Colleges of Distinction, The Princeton Review, U.S. News and World Report, and as a top baccalaureate college by Washington Monthly, Hiram enrolls over 1,000 undergraduate and graduate students in academic programs on its Northeast Ohio campus and online.

Duties and Responsibilities

• Provide exemplary and timely customer service to students by professionally and accurately diagnosing, recording, classifying, and completing first-level service requests.

• Ensure the operational functionality of hardware and software resources by assisting with the setup, configuration, service, and support of Hiram-required mobile applications.

• Supervise the deployment of iPad devices to incoming students every semester. Ensure sufficient inventory for incoming students for Fall and Spring semesters.

• Functionally administer all service requests using the IT ticketing system. Monitor the ticketing system to identify issues that require escalation or additional resources.

• Maintain frequent and professional communication with the appropriate users and IT staff.

• Maintain a current and accurate inventory of student iPads and accessories

• Delegate appropriate work to student employees. Assist student employees as necessary with their tasks and provide training as appropriate.

• Support students with resolving technical issues related to course success through Hiram provided services such as advising, counseling, and other student services.

• Develop and maintain online resources for campus technology users including frequently asked questions and solutions

• Respond to user questions and inquiries in a timely manner. Follow up with users to ensure the reported problems are fully resolved

• Provide expertise on the installation and maintenance of software specific to the student iPad program, including JAMF and Apple School Manager (ASM).

• Oversee the purchasing, storage, inventory, assignment, and support of new iPads and accessories.

• Consistent workplace attendance on campus (not eligible for remote work).

• Performs other duties as assigned.

Skills and Knowledge

• Strong customer service orientation

• Excellent interpersonal, communication, time management, and organizational skills

• Strong written and verbal communication skills

• Knowledge of Service Desk ticketing systems

• Ability to establish and maintain courteous and effective working relationships with students and colleagues

• Ability to work in a multi-tasking, fast-paced environment.

• Ability to effectively use, support, and troubleshoot Apple systems including Mac OS X and iOS, Mac hardware, and software applications.

• Ability to read and comprehend vendor manuals and technical procedures.

Experience, Education and Requirements

• 3+ years of experience in a technical environment.

• Experience troubleshooting and supporting Apple or Windows devices and operating systems.

• Experience with JAMF and Apple School Manager (ASM) preferred.

• Experience with technology inventory and asset management preferred.

• Experience providing technical support in a higher education setting preferred.

• Bachelor's Degree preferred.

• Be on-call and work outside of regular hours as needed.

• Access to reliable transportation.

• Occasional lifting, bending, stooping, crawling, reaching, and transporting of computing equipment.

Application Procedure: Qualified candidates are encouraged to send a letter of application, resume, and names, addresses, and telephone numbers of three references to HR@hiram.edu or apply below. Review of applications will begin immediately and continue until the position is filled. https://www.hiram.edu/about-hiram-college/human-resources/careers-at-hiram/.

Hiram College is an Equal Opportunity Employer committed to Excellence through Diversity!

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