Classroom Support Specialist - Lead

Job Summary

Under general supervision, the Classroom Support Specialist - Lead delivers outstanding customer service and support for technology installed in university classrooms. This position coordinates and leads the Client Services - Classroom Audiovisual Support team, our tier 1 support team, and is responsible for the ongoing support of audiovisual services across campus.

The role involves significant collaboration with internal and external stakeholders, including academic departments, administrative units, vendors, and contractors, to ensure seamless support and installation of audiovisual systems. The Classroom Support Specialist - Lead communicates regularly with customers and the ITS team, providing updates on project progress and addressing technical concerns.

The Classroom Support Specialist - Lead is responsible for maintaining classroom audiovisual functionality while managing vendor relationships and ensuring our services meet campus objectives and standards.

Key duties include strong leadership skills, the ability to work collaboratively across different departments to meet the evolving needs of the campus community, analyzing and diagnosing user needs, making recommendations and quickly resolving problems; ensuring assigned systems and services are properly maintained and fully operational; preparing and delivering effective documentation, presentations and training to a variety of end users; and proactively looking for systematic improvements and opportunities to optimize workflows.

Department Summary

Information Technology Services (ITS) is a fast-moving team that is responsible for helping Cal Poly achieve academic excellence through developing and implementing learning, teaching, and administrative solutions which leverage technology that align with strategic goals and objectives. With a focus on continuous improvement, ITS fosters innovation, supports continuous learning, and develops people to their full potential. Our team of more than 190 professionals works in a DevOps environment to shape the technology landscape at Cal Poly.

Key Qualifications

• Lead Responsibilities:

  1. Customer Service: Works with manager and director to ensure outstanding customer service and support.
  2. Task Coordination and Work Planning: Prioritizes and assigns daily work; responsible for ticket queue management, maintenance planning, standup meetings.
  3. Team Feedback and Mentoring: Works with manager to provide feedback to support staff. Fosters ITS values and mentors peers.
  4. Best Practices: Fosters best practices for ADA, security, policy, and procedures. Ensures service and operational escalation, incident management, and lessons learned for the service area.
• Essential Job Functions 
  1. Consultative Support: Provide the highest level of customer service, collaboration, and consultative relationships with the campus community. Translate technological solutions into terms understandable by a variety of users; demonstrated ability to work with technical and non-technical staff to identify user requirements and translate them into technology-based solutions.
  2. Technical Analysis and Problem Solving: Understand, analyze, and diagnose user needs; resolve problems in a timely manner.
  3. Project Documentation and Collaboration: Develop project-specific activities, coordinate with vendors, and ensure contractual agreements are met. Collaborate with stakeholders to ensure proper communication.
  4. Continuous Improvement: Contribute to continuous improvement of workflow and support processes. 
  5. Escalation and Support: Escalate problems appropriately. Provide support to both technical and non-technical staff.

Education and Experience

• Bachelor’s degree and two years of relevant experience.
• Additional qualifying experience may be substituted for up to two years of the required education on a year-for-year basis.

Salary and Benefits

Anticipated Hiring Range: $75,000 - $95,000 Per Year

Classification Range: $61,896 - $152,760 Per Year

Cal Poly offers a best-in-class benefits program, including health, dental and vision insurance, retirement participation in the Public Employees' Retirement System, and educational benefits for eligible employees. See our