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The Operations and Customer Service Support Professional of the IT Media Technology Department will maintain the customer service area and ensure efficiency and office organization. This person must be engaging with students, faculty, and staff with a strong attention to detail while possessing an understanding of GRCC policies, processes, and practices. This position requires strong problem-solving skills, along with the ability to manage multiple tasks at one time, to work independently and provide excellent customer service.
Requisition ID:
Position Number: 00001840
Employee Group: APSS
Schedule: 40 hours/52 weeks
Compensation: Level B
Benefits: Full-time
Reports to: Director, I.T. Media Technologies
Posting Opens:
Posting Closes:
ESSENTIAL FUNCTIONS
- Assist with media event scheduling as needed
- Coordinate and schedule interviews and shoots for GRCC Productions
- Manage shipping and receiving. Check in items that are received (equipment orders, mail, etc) and move on to the appropriate staff person.
- Create a checkout device maintenance plan and make sure devices are ready for the next customer (good batteries, all cables and parts are with each device, etc.)
- Collect and compile data in order to track and monitor the usage of checkout items
- Assist staff and students with using/setting up checkout items as well as troubleshooting
- Ensure customers are immediately welcomed and supported during normal front desk operation hours
- Field emergency classroom calls from the helpdesk and dispatch the appropriate Media support staff
- Keep a log/file of received equipment which will be used as a cross reference to pay associated invoices
- Keep annual contracts and purchase information and documents organized. Assure that each is scheduled for renewal every year
- Keep media calendar and schedule up to date and accurate and assure proper data is entered in each scheduled appointment
- Organize and manage equipment supply inventory. Place equipment orders as needed to keep essential support items in stock (batteries, patch cables, projector lamps, etc.)
- Oversee equipment delivery schedule to make sure data is orderly and up to date
- Oversee inventory of department supplies and place order for new stock as required
- Assist Director of Media with the processing of purchase requisitions
- Monitor and process monthly department bills and invoices ensuring payments are processed on time
- Track department financial transactions monthly via the creation of financial spreadsheets. Balance budget line totals using query reports. This includes monthly Procard reconciliation. Ensure that contracted services and other invoices are approved and submitted to Financial Services in a timely manner.
- Support the department budget development process timelines and prepare budget documents for submission in both spreadsheet and narrative formats. Provide analysis of expenses, monitor allocated dollars and process purchase requisitions
- Keep track of incoming equipment orders and cross check with purchasing paperwork as items are received
- Receive and process incoming media requests, oversee the filling of DVD orders, coordinate shipping or pick up by customer and process bills for service
- Show customers how to use checkout devices (keep current on new devices/technologies)
- Supervise student staff
- Watch campus activity schedule closely and notify Media staff of possible events/needs that might be missed (cross reference calendars)
- Assist in creating and updating departmental documents
- Update and maintain departmental web page
- Clean and organize cabinets and shelves in office
- Design and maintain phone-in and on-line request systems
- Make recommendations and publish duplication pricing information based on material and labor costs
- Submit equipment reimbursement requests on behalf of College Channel (HETA)
- Monitor cable channel video/audio quality
- Monitor emergency and Media Tech 2-way radios
- Attend professional development workshops and webinars to stay abreast of current trends and best practices related to customer service; office administration; and checkout equipment.
- Regular attendance during normal scheduled hours is required. Being present is essential for serving customers and performing the essential functions of this position.
- Performs other related duties as assigned
JOB SPECIFICATIONS
Educational Credentials
Work Experience
- Minimum of three (3) years of support experience required, preferably in an education, media or IT setting
Skills
- Ability to adapt to change successfully
- Ability to function cooperatively as a team member in a multi-person customer service setting
- Ability to serve students, staff & faculty of diverse backgrounds, educational experiences, and linguistic abilities
- Ability to work under pressure in a fast-paced environment and possess mature judgment
- Must possess good organization, problem-solving, decision-making, and complaint-resolution skills
- Possess an ability to mediate, and solve problems or situations, events, and/or projects with a positive attitude
Physical Demands
- Ability to sit for extended periods of time
- Ability to lift and move up to 25 pounds
Mental Demands
- Display patience, diplomacy, and excellent public relations skills; project professional image
- Maintain the highest level of confidentiality
- Use tact & discretion to diffuse difficult or sensitive situations that may arise with students, faculty & staff
- Work independently, take initiative, and make necessary decisions to maintain workflow and meet deadlines while handling day-to-day activities
- Maintain efficiency and flexibility while expecting interruptions during work assignment
Working Conditions
- GRCC will comply with any mandated health and safety requirements. Compliance information is available on our policies website.
- High traffic, indoor office environment
- Large office in a customer service setting
- Potential high stress environment
- Travel to offsite locations may be required