Coordinator, GSEP Technology Support

The Coordinator of GSEP Technology Support provides essential technical support to faculty, staff, and occasionally students, proactively troubleshooting and resolving hardware and software issues.

This role collaborates with colleagues to ensure a smooth technology experience that supports teaching, learning, business, and research activities.

This position provides maintenance and support for basic client products, peripherals, network, and physical moves. Works on multiple projects at a time, assists supervisor with some administrative and other duties as needed such as installations and upgrades, coordinates the use and reservations of resources, and hardware and software support for special events.

On-site at WLA Campus 5 days a week; willing to work weekend and evening shifts on an "as needed" basis.

Duties

General Technology Support - Provide support on standard client hardware and software products. Configure essential and installs desktop PCs and peripheral equipment.

Assist in the deployment of new images, software / hardware upgrades, and fixes, troubleshoots problems using scripts and checklists as guides, escalates when necessary.

Document problem status and resolution in tracking log. Alert team members about recurring problems. Provide on-the-spot training to clients Participate in integration testing.

Document solutions to common problems and responses to frequently asked questions Build relationships with GSEP and Pepperdine University community members.

Is aware of service level agreement targets and takes steps to meet or exceed requirements. Explain service procedures to clients.

Provide input during project planning and requirements phase. Maintain public printing stations and assists students with printing needs.

Maintain IT public computers and equipment. Maintain IT / AV equipment employing an accurate inventory of hardware assets and software licenses.

Assist with basic hardware setups for special events and testing environments. Respond to support queries (email, phone, help desk tickets, etc.

in a timely and professional manner. Coordinate with other technology departments for all network, telephone and server related needs and access.

Maintain files of current licensed software; maintain supplies; maintain emergency procedures. Participate in event preparation and facilitation in collaboration with internal and external partners.

Faculty and Staff Support - Answer questions (walk-in / phone calls, email, Help Desk, etc.). Assist with installation, configuration, and troubleshooting of productivity suites (e.

g., Microsoft Office), specialized department software, and web-based university systems. Create and manage user accounts, resetting passwords, adjusting permissions within the university's systems as needed.

Offer one-on-one sessions to address specific needs or provide tailored technology guidance. Recover data and files for staff and faculty when necessary.

Assist with employee technology-related aspects of employee onboarding and offboarding.

Security and Compliance Awareness / Professional Development - Assist in promoting best practices for password security and data protection to faculty and staff.

Participate in regular security awareness training and apply knowledge in daily work. Attend vendor webinars or product demos relevant to university systems.

Complete IT-related online courses or certification pathways.

• Perform other duties as assigned.
• Uphold University mission through work performed.

The above information has been designed to indicate the general nature and level of work performed by employees within this classification.

It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Skills and Qualifications

Required : Requires 2-3 years of relevant IT work experience. Demonstrates working knowledge of basic hardwareand software products and problem solving / troubleshooting skills.

Advanced knowledge of working with computers and applications in a networked environment; ability to trouble-shoot hardware, software, and server-related problems;

knowledge working with Microsoft Office applications; file conversion; graphic design software and graphic preparation for various delivery (Web, PowerPoint, etc.

digitization of materials (graphic and text scanning, slide scanning, etc.); knowledge of working with client-server and web-based applications;

knowledge of pedagogical theory, tips and techniques using technology; Must have excellent oral and written communication skills to be able to communicate at all levels and with all elements within the departments to include senior officials and external groups.

Knowledge of AV equipment and learning management systems. Expected to work GSEP commencement.

Preferred : Bachelor's degree; courses in technology, education, graphic or information design recommended; certification in computer applications recommended;

experience training end users in hardware or software preferred; experience with project management.

Qualified individuals should be able to articulate a strong commitment to diversity, and have the ability to work effectively with individuals from different backgrounds.

Offers of employment are contingent upon successful completion of a criminal, education, and employment screening. Qualified individuals with criminal histories will be considered for employment in compliance with applicable laws.

This is a Regular, Nonexempt, 40 hour per week position.

Expected Pay Range : $23.80 - $26.44 per hour