Job Summary

Manage and lead the technical team to provide responsive and consultative desktop support to students, faculty, staff, and other entities across campus. Serve as liaison between department, service teams and customers to ensure that response times meet departmental and University service standards. Support students, faculty, and staff and other entities that require desktop or technical support.

Responsibilities

• Perform related duties as assigned to support the mission of the University
• Monitor inventory, classroom infrastructure/equipment upgrades and methodology
• Develop and deliver Service Level Agreements (SLAs) to assigned customers along with monitoring to ensure response times are met
• Work with colleagues to develop a training plan for technical staff to include FT and student worker
• Set team work schedule
• Assign tasks
• Set expectations for serving customers and timelines/deadlines
• Manage special projects and technical requests submitted by University customers
• Supervise support technicians who provide desktop support for hardware, software, peripherals, and various services across the Windows and Macintosh operating systems including, but not limited to: installation, configuration, troubleshooting, consultation, and training
• Manage documentation of all reported issues
• Collaborate with other support teams to ensure response times within service level agreements are reached
• Promote environment of outstanding customer service among team members and the University population
• Act in a consultative role for customers to understand specific application requests and provide appropriate solutions/recommendations
• Required on-call
• Monitor, track and resolve tickets assigned to support area queue
• Manage a team of full time IT technical support specialists
• Manage team of students to supplement delivery of services and face-to-face support
• Evaluate and hire new staff members
• May act as technical lead and/or project manager on special projects or technical requests submitted by customers
• Deploy software
• Maintain and install lab machines

Qualifications

Educational Requirements: Bachelor's Degree

Preferred Educational Qualifications: Master's degree

Other Required Qualifications: A+; Netplus certification- must be required within the first six (6) months of employment

Preferred Qualifications: Familiarity with regulatory policies and procedures such as HIPAA, PCI, and FERPA

Required Experience: Three (3) or more years of related work experience

Preferred Experience:

• Five (5) years of experience
• Two (2) years of supervisory experience
• Three (3) years experience in a higher education environment
• Experience with Enterprise and/or Line-Of-Business applications
• Experience with Higher Education Auxiliary Enterprises (Retail Services, Dining, Card Services, Parking and Transportation), Life Safety, University Housing, Student Health Services, Facility Services, Controllers/Financials, and Human Resources

Knowledge, Skills, & Abilities

Abilities

• Consistently exhibit engaging customer service
• Navigate web access and email with or without reasonable accommodation
• Proven proficiency with computers including Microsoft Office, Google, and/or applications as required for specific position
• Ability to work well in a diverse environment
• Respond quickly to customer issues, learn and adapt to new technologies
• Ability to multi-task and use independent judgment
• Manage competing demands and adapt to frequent changes
• Learn and adapt to new technologies and interpret to provide solutions for customer needs or issues
• Remain current on technology changes to respond quickly to customer issues

Knowledge

• Adhere to University policies and procedures to meet Institutional goals and support the University's mission for student success
• Understanding of procedures and willingness to follow University policies to meet institutional goals
• Knowledge of Divisional application servers and information systems installed; understand risk, recommend preventive measures and respond to incidents
• Knowledge of various hardware and software systems, integrated systems, and event-driven programs
• Understand how to resolve client/server computing issue

Skills

• Demonstrate commitment to inclusiveness by working well with diverse populations
• Excellent verbal and written communication skills
• Demonstrated organizational and human relation skills
• Demonstrate appropriate organizational skills as required for a specific position
• Troubleshoot and escalate issues to ensure customer satisfaction
• Demonstrated ability to work in a cross-functional environment
• Proven experience in IT operations
• Must be highly analytical, have a passion for details, and capable of translating analytical insights into action
• Demonstrated ability to work in a team of cross-functional environment
• Strong organizational skills with the ability to prioritize, multi-task, address issues quickly and professionally and meet deadlines

Other Information

Proposed Salary: $50,000 - $60,000

Department Information: 0627100 - IT Service and Delivery

Requirements

• Start Date: No Start Date
• Education: Bachelor's Degree Required
• Work Experience: 3 - 5 years
• Part/Full Time: Full-Time

Contact / Additional Information

For more information and to apply visit: https://apptrkr.com/2120669

Apply Before Date: January 29, 2021

Required Documents to Attach: Please provide three (3) professional references in the Required Documents to Attach section on your application.