Classroom Helpdesk Coordinator

To assist the Helpdesk Manager with support operations and oversee 20 - 25 student technicians who support classroom multimedia technology across the UT Austin campus. This position is critical for ensuring operational readiness of the AV technology in the University’s classrooms and conference rooms., * Oversee student technicians by scheduling and supervising morning AV classroom checks, coordinating staffing for room checks and helpdesk coverage, and managing personnel changes, onboarding, and performance monitoring.

• Support helpdesk operations by providing Tier 1 phone and dispatch assistance, logging incidents and facilitate client communication through ServiceNow, and maintain accurate inventory tracking and maintenance logs.
• Support Project based initiatives with student resources and other technical expertise - especially for Departmental and General-Purpose Classroom projects during the summer.
• Manage classroom databases by maintaining accurate classroom technology records and room documentation.
• Oversee the lecture capture applications to test and report AV malfunctions.
• Support annual inventory by directing student employees to locate and document assets.
• Support GPC reset furniture audits by directing student employees to report missing or damaged classroom furniture.
• Ensure accuracy of online tools and internal documentation while fostering student engagement through strategic social media initiatives., * May work in extreme temperatures.
• May work around standard office conditions.
• May work around electrical and mechanical hazards.
• May work in shared workspaces with frequent interruptions.
• May work on multiple projects concurrently, under pressure of rigid deadlines and time limitations.

Physical Tasks

• Repetitive use of a keyboard at a workstation.
• Use of manual dexterity.
• Climbing of stairs.
• Climbing of ladders.
• Lifting and moving.

Work Shift

• Overtime, evening, weekend, and holiday work may be required as needs demand.

Required Materials

• Resume/CV
• 3 work references with their contact information; at least one reference should be from a supervisor
• Letter of interest

Important for applicants who are NOT current university employees or contingent workers: You will be prompted to submit your resume the first time you apply, then you will be provided an option to upload a new Resume for subsequent applications. Any additional Required Materials (letter of interest, references, etc.) will be uploaded in the Application Questions section; you will be able to multi-select additional files. Before submitting your online job application, ensure that ALL Required Materials have been uploaded. Once your job application has been submitted, you cannot make changes., The retirement plan for this position is Teacher Retirement System of Texas (TRS), subject to the position being at least 20 hours per week and at least 135 days in length., Employees may be required to report violations of law under Title IX and the Jeanne Clery Disclosure of Campus Security Policy and Crime Statistics Act (Clery Act). If this position is identified a Campus Security Authority (Clery Act), you will be notified and provided resources for reporting. Responsible employees under Title IX are defined and outlined in HOP-3031.

Liberal Arts Instructional Technology Services (LAITS) is seeking highly skilled and motivated professionals to assist with the operations of a unique service department dedicated to creating, maintaining, and promoting technology within the College of Liberal Arts at The University of Texas. Must be authorized to work in the United States on a full-time basis for any employer without sponsorship., * Experience with working on a support team that provides real-time, in-person support.

• Experience with leading or overseeing one or more information technology groups or functions.

Relevant education and experience may be substituted as appropriate.

Preferred Qualifications

• Bachelor’s degree
• AV maintenance/troubleshooting experience
• University of academic environment experience
• Familiarity with administrative tools
• Experience managing or supervising student employees or part-time staff
• Strong customer service background
• Strong teamwork and independent work skills

Driving Required

This job requires a class “C” operator’s driver’s license. The applicant selected must provide a current three year driving record from the current state of residence. If not currently a Texas resident, a Texas driver’s license must be obtained within 30 days of becoming a Texas resident. Employees who are required to have a CDL are subject to drug and alcohol testing (pre-employment, post-accident, reasonable suspicion, random, return-to-duty, and follow-up drug and alcohol testing)., A criminal history background check will be required for finalist(s) under consideration for this position., * E-Verify Poster (English and Spanish) [PDF]

• Right to Work Poster (English) [PDF]
• Right to Work Poster (Spanish) [PDF]

UT Austin offers a competitive benefits package (https://hr.utexas.edu/prospective) that includes:

• 100% employer-paid basic medical coverage for employee
• Optional medical insurance for employee’s dependents - up to 50% employer-paid
• Optional dental, vision, and term life insurance for employees and dependents
• Paid holiday time off each year; state legislature determines the number of holidays
• 12 days of paid vacation time off per year for new employees
• 12 days of paid sick leave per year
• Employer contribution to Teacher Retirement System (TRS)
• Staff Tuition Assistance Program
• Access to Recreation & Health Facilities

Join Liberal Arts Instructional Technology Services (https://liberalarts.utexas.edu/laits/), a unique service department dedicated to creating, maintaining, and promoting technology within the College of Liberal Arts at The University of Texas at Austin., The Clery Act requires all prospective employees be notified of the availability of the Annual Security and Fire Safety report. You may access the most recent report here or obtain a copy at University Compliance Services, 1616 Guadalupe Street, UTA 2.206, Austin, Texas 78701.