TITLE Lab Support Administrator
CLASSIFICATION NUMBER 5131
IMMEDIATE SUPERVISOR Coordinator of User Support
MAJOR ADMINISTRATOR Chief Information Officer
The Lab Support Administrator is responsible for monitoring all support activities and management of the Computer Services lab facilities. The Lab Support Administrator trains and supervises User Support Specialists supervising the operations of the Computer Services lab facilities and student lab assistants. The Lab Support Administrator assists student, faculty, and staff computer lab users with hardware and software in the computer lab, issues computer accounts, and changes user passwords as necessary and appropriate. The Lab Support Administrator also performs administrative tasks such as student employee hiring, payroll management and ongoing lab facility planning.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: An Associate’s degree or equivalent number of college credit hours is required. A Bachelor's degree, with an emphasis in a computer-related field, is preferred.
Experience: A minimum of three years of experience supporting a wide range of computer hardware, peripherals, and software is required. Experience installing and maintaining application software is required. Experience in web page design and development is required. A minimum of three years of supervisory experience is required, with experience in help desk and/or microcomputer support supervision preferred. Experience working in a higher education environment is preferred. Experience working in a help desk or customer service environment is preferred.
Skills: The ability to organize and manage efficiently is required. Effective interpersonal, customer service, organizational, and team-building skills are required. Excellent verbal and written communication skills and proficiency in writing technical specification documents is required. Strong technical skills and current technical knowledge are required. The ability to maintain confidentiality in regard to information processed, stored, or accessed by the systems is required. The ability to work effectively with a variety of constituencies possessing a wide range of technical knowledge is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Effort: Must be able to lift and carry objects weighing up to fifty pounds, have sufficient mobility to connect cables which may require climbing ladders or working under desks. Must possess visual acuity sufficient for installation and repair of microcomputers and peripherals, as well as to inspect physical facility conditions.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Ensures that students, faculty, and staff effectively utilize computer resources in the Computer Services lab facilities by assisting in the development and updating of instructional guides for common computing procedures that can be utilized by computer lab users.
2. Ensures that an appropriate number of student lab assistants are present to support daily computer lab operations in the Computer Services lab facilities by maintaining detailed records of students available to work, scheduling sufficient numbers of student assistants during the hours of operation, and planning and coordinating for replacement and/or additional student lab assistants in case of last minute changes.
3. Ensures effective day-to-day operation of equipment in the Computer Services lab facilities by performing problem determination and coordinating problem resolution with the User Support Specialists supervising the operations of the Computer Services lab facilities as well as the Coordinator of User Support.
4. Ensures that employees working in the Computer Services lab facilities provide high quality support services to computer lab users by conducting training orientation sessions, developing orientation materials to support the training sessions, and supervising the service and support activities of the Lab Support team.
5. Provides services to students, faculty, and staff in the Computer Services lab facilities by distributing printouts, documentation manuals, answering questions about software, issuing computer accounts, and changing passwords as necessary and appropriate.
6. Ensures that the computer labs can function on a daily basis by maintaining a current inventory of supplies such as computer paper, printer ribbons, and toner, as well as keeping current sets of documentation manuals that are used in the labs.
7. Ensures that the knowledge required to provide computer lab support is current by learning new hardware and software capabilities when they become adopted for use in the Computer Services lab facilities.
8. Ensures that a quality program of support services is continuously offered. in the Computer Services lab facilities by meeting regularly with the Coordinator of User Support to review, assess, and suggest improvements in the lab management operation.
9. Serves as first point of contact for students applying for employment in Computer Services User Support by conducting the initial interview, initiating paperwork for the hiring process, and scheduling the final interview with the Coordinator of User Support.
10. Responsible for the administration of student payroll records by working with Student Employment Services and the University Payroll Department, including daily monitoring, updating, and correcting of the student payroll system for Computer Services.
11. Promotes a positive image of the Computer Services Department and provides authoritative information regarding laboratory services and operations by conducting orientation/information tours of the Computer Services lab facilities.
12. Provides continuity of leadership and management for the User Support group by assuming the duties and responsibilities of the Coordinator of User Support during absences.
13. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
14. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and attending training and/or courses required by the Coordinator of User Support.
15. Contributes to the overall success of the Computer Services Department by performing all other duties and responsibilities as assigned by the Coordinator of User Support.
The Lab Support Administrator is supervised by the Coordinator of User Support and supervises Centralized User Support Specialists and student workers assigned to lab support.
OFFICE OF HUMAN RESOURCES
REVISED MARCH 2013
JOB FAMILY 3
Factor 1: Educational/Experience Requirements of the Job
Level 7 - 1379 Points: A combination of education and experience equivalent to a Level 7 as indicated by the Equivalencies Chart, when permitted by the Minimum Acceptable Qualifications.
Factor 2: Supervisory Responsibility
Level 5 - 1495 Points: Supervision of a work group or department including hiring, training, disciplining, and directing the work of others. At this level the required supervision will likely include general rather than close supervision of others. Typically, the nature of the work may involve the supervision of other supervisors or team or work group leaders, the responsibility for a rather large group of operative employees in non-technical or non-highly skilled areas, or supervision of moderate to large numbers of student workers who perform relatively complicated technical or skilled work. At this level, supervisory responsibilities consume significant amounts of work time and include substantial responsibility for work planning activities.
Factor 3: Skill, Complexity, and Technical Mastery
Level 6 - 1900 Points: Advanced knowledge of a wide range of information technology methods and procedures including those regarding systems life cycles and systems application development. Knowledge permits the employee to plan and carry out a variety of assignments, modify standard practices, solve diverse software and hardware problems, and adapt precedents to accommodate specialized requirements and meet a wide variety of business objectives.
Factor 4: Budgetary Control
Level 2 - 386 Points: Individuals in jobs at this level actively document, monitor, and control expenditures. At this level incumbents may recommend minor expenditures but have no real authority over budgets.
Factor 5: Work Environment and Physical Demands
Level 2 - 50 Points: The work area is generally adequately lighted and ventilated, but may involve some discomfort such as the moderate noise from machines or occasional uncomfortable temperatures. The work may require some exertion such as frequent standing, considerable walking, frequent bending, kneeling, reaching, and stooping, and may include occasional lifting of moderately heavy objects. Work may require specific but common physical abilities.
Factor 6: Work Impact and Effect
Level 3 - 2340 Points: Work products or services directly impact the operation, accuracy, reliability, acceptability, or design of programs, systems, or equipment, that affect the operation of individual departments or units. The work activity may be complex, but normally involves addressing conventional problems or situations with established methods that allow departments, programs, or units to function properly. Improperly performed work and/or equipment or software failures likely produce significant errors and/or create delays that directly affect the ability of a department, program, or unit to function properly, and the welfare of faculty, students, or others that use the services and/or products of the department, program, or unit. While the scope of improperly performed work and/or equipment or software failure is limited, the nature of the activity may require that emergency repairs be performed.