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Lab Supervisor

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The New School is committed to creating and maintaining an environment that promises diversity and tolerance in all areas of employment, education and access to its educational, artistic or cultural programs and activities. The New School does not discriminate on the basis of age, race, color, creed, sex or gender (including gender identity and expression), pregnancy, sexual orientation, religion, religious practices, mental or physical disability, national or ethnic origin, citizenship status, veteran status, marital or partnership status, or any other legally protected status.

Position Information

Position Information

Position Availability:

Available

Position Title: Lab Supervisor
Requisition Number: 0206072378
Location New York City
Position Type: Administrative
Position Status: Part-Time
Department: CA/Information Tech
Responsibilities:

This is a position under the IT Client Services, within IT edu Services. The current opening is position with the IT, Equipment Center.

This is a part-time position with benefits that requires a flexible schedule with availability to work according to the IT department’s needs. The Part Time Lab supervisor is regularly scheduled to work a total of 32 paid hours per week. Working schedule may vary and it may include week and weekend days and evenings.

Responsibilities:
Perform routine customer service and front desk area services of assigned facilities. Sample of routine front desk area services includes but is not limited to:

• Answer student and faculty questions related to various IT services and related facilities, troubleshoot basic issues related to workflow or configurations, direct users to support documentation, inform users of IT policies and procedures, perform special projects as assigned by the management team.
• Supervise, mentor and train part time student workers during the shift and as assigned by management.
• Work in tandem with the various IT support groups through the shift, in person, via phone, radio, email, etc, providing timely and clear communication of urgent or unresolved issues, requests for exceptions, or any outstanding issues that require follow up towards customer satisfaction while working with guidelines and established protocols.
• Keep a log of relevant issues occurred during the shift, prepare and send daily shift reports at the end of each shift detailing the daily events and according to existing model.
• The PTAdmin Lab Supervisor may be assigned shifts at different IT facilities that requires direct user support, student worker supervision or classroom support, among other duties as assigned.

Administrative Tasks:
• The Part Time Lab Supervisor is also assigned regular and seasonal administrative projects/tasks. These administrative tasks may include, but are not limited to:
• Process fees and maintaining fees database, reply to customer inquiries following established templates and guidelines
• Data entry, scanning, archiving, revising, related but not limited to HR, Payroll, Purchasing documentation
• Prepare and lead training sessions for student workers.
• Track and update equipment and supplies inventory data.
• Help with design and content update of documentation for web or print such as labels, kit tags, posters, tip sheets, guidelines, workflows, etc.
• Update instructional materials and support documentation: FAQ, tip sheets, web pages, etc.

• Perform quality control of equipment reservation systems, repair/installation ticketing systems, printing systems, and facilities work order, to ensure follow up by appropriate staff
• Test software and hardware in preparation and following upgrades and repairs
• Lead preemptive maintenance efforts involving basic testing, troubleshooting, cleaning, and overall quality control of audio/video equipment and other technology, as needed.
• Follow up on reported technical issues performing first level of technical troubleshooting, basic assessment, minor in-house repair, and processing repair tickets for full time tech team follow up or preparing items for third party repair.
• Prepare and distribute support materials and answer questions during Student and Faculty orientations.
• Organize front desk areas, including supplies, support documentation, filing cabinets, etc.
• Work on special projects as assigned by management

Full-time manager will coordinate administrative tasks allocation and provide feedback towards continuous improvement. The Part-Time Administrative Supervisor is expected to perform tasks according to IT edu Services standards and according to edu Services guidelines. Tasks allocation may change at the discretion of management and according to departmental needs.

Minimum Qualifications:

• Undergraduate college degree
• Outstanding customer service skills.
• At least 1 year of experience supervising staff and supporting operations of equipment checkout center
• Familiar with DSLR cameras, lenses, hot lights, camcorders, grip gear, and other various audio visual equipment
• Technical savvy with the ability to identify and troubleshoot user error and basic technical problems
• Adobe Photoshop, InDesign, and Illustrator skills are a plus

Preferred Qualifications:

• Ability to diffuse/mediate conflict towards resolution.
• Excellent verbal and written communication skills with the ability to write clear shift reports containing concise and relevant descriptions of issues. Ability to effectively communicate with the management team, other supervisors and the lab staff, following departmental protocols.
• Strong leadership skill and the ability to train, supervise, lead and mentor part time staff, building up skills and adding value to the team.
• Self-starter and quick learner, interested/willingness to learn and become efficient at new software and hardware as needed, including but not limited to Audio Visual equipment, Ticketing system, database and reservation systems and a variety of specialized applications, including WebCheckout, Cherwell, Google Apps, among others. Working knowledge of Windows and Mac Platforms, MS Office, including Excel and Word, Printers, Audio/Video software and hardware.

Job Family: Information Technology
Special Instructions to Applicants:
Posting Date: 08/03/2017
Closing Date:
Open Until Filled Yes

Supplemental Questions

Required fields are indicated with an asterisk (*).

Optional & Required Documents

Required Documents
  1. Resume/CV
  2. Cover Letter
Optional Documents