Printing & Student Technology Support Coordinator

American University is a student-centered research institution located in Washington, DC, with highly-ranked schools and colleges, internationally-renowned faculty, and a reputation for creating meaningful change in the world. Learn more about American University

Department:

Washington College of Law

Time Type:

Full time

Job Type:

Regular

FLSA Status:

Non-Exempt

Work Modality:

Hybrid 01 (On Campus 3-4 Days/Week)

Union:

SEIU Local 500 - Provost & Enrollment Division

This position is part of a collective bargaining unit represented by SEIU Local 500 - Provost & Enrollment Division. That means the terms and conditions of your employment are governed by university policy (including the Staff Personnel Policies Manual) and any collective bargaining agreement entered into between American University and SEIU Local 500 - Provost & Enrollment Division.

Job Description:

Summary:

The Printing & Student Technology Support Coordinator plays a crucial role in providing technical support and assistance to faculty, staff, and students at the Washington College of Law. This position is responsible for ensuring the smooth operation of computer workstations, network connectivity of devices, and printing services throughout the law school. The ideal candidate will possess strong technical skills, excellent customer service abilities, and the ability to work effectively in a fast-paced academic environment.

Essential Functions:

1.) Printer and Print Management Support

• Provide comprehensive printer management and support for the law school. Including maintaining all networked printers and multifunction devices, proactively troubleshooting issues, and ensuring they are properly supplied with consumables (ink and toner).

• Ensure all printer drivers are installed, and up to date, on user workstations escalating any complex problems to Centric, the external printer vendor.

• Manage and maintain the Papercut print management system, including the annual allocation of printing funds for students and resolution of any printing fund issues or discrepancies.

2.) Customer Service

• Provide excellent customer service to faculty, staff, and students, responding to inquiries and requests in a timely and professional manner.

• Communicate technical information clearly and effectively to non-technical users.

• Create and maintain documentation for common IT issues.

3.) Workstation Setup, Maintenance, and Technical Support

• Set up and configure new computer workstations for faculty and staff, including installing necessary software, hooking up necessary hardware, and ensuring proper network connectivity to allow for printing and internet usage.

• Provide ongoing maintenance of existing workstations through regular updates and troubleshooting any hardware or software malfunctions.

• Ensure all workstations operate at an optimal level for users.

4.) Technical Troubleshooting

• Provide basic troubleshooting and technical support for computer-related issues reported by faculty, staff, and students.

• Diagnose and resolve software and hardware problems, escalating complex issues to higher-level IT support when necessary.

• Document all support actions via ServiceNow, the helpdesk ticketing system.

5.) IT Resource and Print Supply Management

• Manage and maintain IT resources with an emphasis on making sure all necessary supplies for printing (specifically print cartridges, toner, and paper supplies) are readily available. This includes monitoring inventory levels, anticipating needs, and ensuring adequate stock is available for all printers across the law school.

• Interface with the main campus OIT departmen