GENERAL PURPOSE:This position is the front-line ambassador for SON IT, Building Operations, and other services provided throughout the School of Nursing, responsible for assisting with many departmental and School functions. This role is responsible for scheduling and ensuring the high quality of all SON classrooms, conference rooms, and other locations available for use within the SON and other affiliates. This includes arranging courses, activities, and events throughout the SON. This position will also act as a first level of technical support; answering helpdesk calls, loaning out equipment, and other technology focused activities.This person will make every effort to accommodate customer requests promptly and professionally. They will have exceptional customer service, organizational, and multi-tasking skills. They will work under general direction with latitude for initiative and judgment.JOB DUTIES AND RESPONSIBILITIES:SON Course SchedulingPlan, coordinate, and distribute Course and Lab Resource Schedules each semester.
Coordinate the development of the master schedule each semester with program directors and course coordinators.
Schedule all exams into appropriately sized and resourced rooms.
Coordinate the scheduling of labs with faculty, including skills, simulation, and Objective Structured Clinical Examinations.
Help Desk and Technical SupportEnsuring high quality customer care, own the customer issue until resolved or securely owned by another team member.
Respond to calls from help line and text alerts providing technical support or finding a team member who can assist.
Assist School of Nursing customers with system usage, simple problem solving, general technical instruction, and access issues on PCs, Macs, iPads, mobile devices, and other technical equipment. Create incidents for any issues unresolved and escalate to the appropriate support team.
Assist users with my identity, password resets, and Duo access.
Assist customers with audio-visual equipment and perform minor troubleshooting
Assist ITS team with system installation, placing asset tags, moves, and other technology related system support.
Assist with Computer Lab requests, such as class times, podium setup, log on issues, the facilitation of ID badge swipe access, and other equipment needs
Resource SchedulingSchedule approximately 50 conference rooms, class rooms, labs, auditorium, and other venues throughout the SON, using EMS room scheduling software.
This role is the point of contact for customers within the SON, across the University, and in the community on a range of complex scheduling, operational, and administrative issues related to academic course offerings, meetings, research study reservations, conferences, and other events.
Consult with customers to determine any special needs and recommend possible solutions.
Interpret and explain policies and potential charges.
Identify, investigate, and resolve conflicting requests.
Relay information to all appropriate teams to ensure exceptional customer experience.
Resource Quality verificationMonitor the condition of physical spaces and equipment; initiate corrective actions, as needed.
Ensure technology and equipment in each of these rooms are in good working order. This involves creation, maintenance, and following checklists to ensure all aspects are working at optimum performance levels.
Follow up with ITS Service Team, Building Operations Specialist, Environmental Services, Facilities, or other appropriate department to make repairs or correct problems efficiently.
Checking status of rooms and arranging tables, chairs, and other items in rooms to original or specified arrangement for scheduled events.
Unlock and secure conference rooms in building as assigned daily.
Ensure facilities and furnishings are clean, functional, and welcoming.
Ensure rooms are stocked with markers, erasers, batteries, and other supplies, as needed. Order more supplies when stocks get low.
Maintains up to date records of the status of classrooms, conference rooms, and offices. Ensuring any issues are reported to the appropriate support personnel and corrective actions take place.
Entering data into SONDB, TDC, and URSpace for keys, copy cards, office locations, telephones, and other assets. Also assist in inventory for these systems against actual items in our building.
Manage copy rooms ensuring supply levels of paper, toner and other items for printers and copiers.
Maintain break room/lounge and coffee supplies in designated locations working with vendors to maintain supply levels and entering purchases into P2P.
Technical Equipment Management
Distribute technology equipment and materials for SON classes and other scheduled activities.
Maintain inventory of loaner iPads, laptops, cameras, microphones, other peripherals, power cables, and other technology related equipment; checking items out to users, training users on proper successful use, ensuring all is working on return, and assessing inventory.
Provide basic instruction of proper use of equipment to customers.
Front Reception Desk Management
Greet and direct student, faculty, staff and visitors to SON and serve as a resource for directions and general questions
Answer phone, process requests for equipment, supplies, and facilities, obtaining complete and accurate information
Inventory all equipment and supplies
Facilitate orders of all office supplies and approved equipment
Track outstanding circulation items, inspect condition upon return
Accept and sign for all deliveries and notify appropriate departments if needed
Other duties as assignedQUALIFICATIONS:
High School required.
Associate or Bachelor’s degree preferred.
1 year or more related experience preferred.
Experience with EMS scheduling software preferred.
Excellent customer service, communication, and interpersonal skills, both in person and by phone, with a high degree of professionalism preferred.
Expertise in computer skills using an assortment of software programs. Must have a good working knowledge of Microsoft Office, Internet, and email preferred.
Display flexibility, initiative, persistence, creativity, and ingenuity preferred.
Embrace continuous learning as essential to personal and organizational success preferred.
Manage time and multiple projects in a complex environment with a positive and creative attitude preferred.
Pay close attention to detail, meet inflexible deadlines, remain calm during difficult situations, work under pressure, and work with frequent interruptions preferred.
Demonstrate a willingness to work cooperatively in an evolving technological environment preferred.
Working harmoniously with co-workers, customers, and others by sharing ideas and resources willingly and constructively preferred.
Support and advance SON Building Operation’s strong emphasis on customer service preferred.
The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University’s mission to Learn, Discover, Heal, Create – and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.How To ApplyAll applicants must apply online.EOE Minorities/Females/Protected Veterans/DisabledPay RangePay Range: $20.92 - $29.29The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job’s compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.Apply for Job
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