iTLC Support Technician (full-time/1950 hours/year) @ Northwood Tech Superior Ca

Provide comprehensive customer service and technical support through the Innovative Teaching and Learning Center (iTLC) by assisting faculty, staff, and students with library services, classroom technologies, course make-up and accommodation proctoring and access to college applications. Support the operation, maintenance, and troubleshooting of classroom technology in both onsite and remote learning environments. Assist with library circulation, resource access, and learner support while collaborating with the iTLC team to foster accessible, student-centered learning experiences that promote student success. Responsibilities Actively embody and promote Northwood Tech’s Values:

• Collaboration - Value relationships that enhance learning and promote economic development.
• Innovation - Embrace the latest theories and technologies to support student and community success.
• Excellence - Prioritize high quality education, services, and continuous improvement in a dynamic learning environment.
• Community - Value our deep connections to our communities by working together to provide solutions through student success.
• Support - Empower individuals by supporting their success with quality experiences and services designed to meet their needs.
• Integrity - Uphold honesty and accountability in a diverse, open, and ethical learning and working environment.
• Respect - Value each individual and approach all interactions mindfully, with civility, empathy, and openness to new and differing ideas.

Deliver exceptional customer service and support to faculty, staff, students, and external partners, fostering a welcoming, responsive, and solutions-oriented environment within the iTLC.

Assist with circulation services, including check-in/check-out of materials, holds processing, and patron account support.

Process and catalog library materials using the library management system.

Prepare materials for shelving, including labeling and physical processing.

Assist with library inventory projects, including shelf-reading and collection audits.

Assist students and staff with basic information literacy questions, including research strategies and resource selection.

Collaborate with Manager of Library Services on instructional resources (library guides, iTLC reels, etc.) and outreach initiatives.

Provide classroom and backup conference center technology support including training on how to properly operate and troubleshooting issues related to software and equipment.

Provide on-site support of virtual classes either originating or receiving at the campus during campus hours including nights and weekends.

Provide on-site technical support to staff, students, and external customers.

Coordinate/proctor course make-up and accommodation testing.

Monitor and respond to service desk tickets, providing Tier 1 technical assistance.

Provide backup support for library, learning technologies, and general iTLC operations.

Manage the issuance of student identification cards.

Maintain current knowledge of library services, learning technologies, and relevant industry trends.

Other duties as assigned. Qualifications

• Associate’s degree (or two years post-secondary education) in related field
• Two years related work experience

Degree & Experience Equivalency:

*Equivalent educational/occupational experience may be a high school diploma plus 4 years of relevant experience

Knowledge, Skills, and Abilities:

• Ability to communicate effectively both written and verbally
• Proficiency in the use of Microsoft Office suite and the ability to effectively apply technology to tasks and projects
• Ability to contribute to a team environment while maintaining positivity and professionalism
• Strong customer service skills that focus on creative problem solving
• Time management skills that apply organization and prioritization demonstrating the ability to multitask and work independently
• Ability to obtain driver’s license and insurance coverage in accordance with College policy

Preferred:

• IT experience or training

FY27 Salary - Grade H - $22.08 / hour, Medical, Dental, Vision Health Savings Account/Flexible Spending Account Long Term/Short Term Disability Life Insurance Wisconsin Retirement System 403(b)/457(b) Retirement Savings Paid Holidays Paid Leave

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