Classroom Helpdesk Coordinator

Job Posting Title:

Classroom Helpdesk Coordinator

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Hiring Department:

College of Liberal Arts

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Position Open To:

All Applicants

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Weekly Scheduled Hours:

40

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FLSA Status:

Non-Exempt from FLSA

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Earliest Start Date:

Immediately

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Position Duration:

Expected to Continue Until May 05, 2029

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Location:

UT MAIN CAMPUS

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Job Details:

General Notes

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.

This fixed-term position is expected to be funded for three years from the start date.

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.

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

Purpose

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.

Responsibilities

• 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.

Required Qualifications

• 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.