Help Desk Manager - HigherEdJobs

GENERAL SUMMARY:

Responsible for investigating, logging, tracking and resolving software, hardware and connectivity problems and providing technology support to the campus community. Hires and manages student workers.

ESSENTIAL JOB FUNCTIONS:

• Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies.
• Interviews users to collect information about problems and leads users through diagnostic procedures to determine source of error.
• Determines whether problems are caused by hardware, software or network connectivity.
• Handles problem recognition, research, isolation, resolution and follow-up for routine user problems, referring more complex problems to technical staff.
• Logs and tracks calls using problem management database and maintains history records and related problem documentation.
• Dispatches staff to successfully resolve technology requests and problems.
• Installs hardware, software, and peripheral equipment.
• Assists with onboarding of employees and students.
• Hires, trains and manages student consultants.
• Schedules computer lab reservations.
• Communicates with campus on upcoming initiatives, service upgrades and service outages.
• Conducts student, faculty and staff orientations and training as required.
• Expected to be part of a night and weekend rotation to cover vacations, sick calls, vacation days.
• Position requires constant learning and growth, to accommodate a fast paced, dynamic IT support environment.

OTHER DUTIES AND RESPONSIBILITIES:

• Tracks and manages software licenses and hardware inventory
• Assists with purchasing and receiving of equipment and software
• Performs other related duties as required.

SKILLS/EXPERIENCE/TRAINING REQUIRED:

Duties require knowledge of computer technical support and helpdesk support equivalent to completion of an Associate's degree and one to three years of related experience, or equivalent combination of education and experience.

Ability to maintain confidentiality and adhere to, maintain and promote technology policies.

Knowledge of Mac, Windows and tablet computer platforms.

Considerable knowledge of various types of computer software applications including Microsoft Office suite.

Considerable knowledge of hardware.

Basic knowledge of networking.

Ability to test and diagnose computer problems and to investigate ways to resolve problems.

Ability to communicate technical concepts to non-technical staff, faculty and students in a welcoming, clear and effective manner.

Ability to handle multiple tasks and work independently.

SUPERVISORY RESPONSIBILITY:

Hires and manages student workers.

WORKING CONDITIONS/PHYSICAL DEMANDS:

Regular office hours are Monday through Friday from 8:00am to 4:30pm, with periodic weekend and after hours support required.

Normal office environment, not subject to extremes in temperature, noise, odors, etc.

Regularly uses computer keyboards requiring eye-hand coordination and finger dexterity.

Regular lifting and carrying of computers, printers, and scanners.

To apply: Send cover letter and resume with three reference contacts to: Chief Information Officer, Regis College, 235 Wellesley Street, Box 29, Weston, MA 02493 or email its.dept@regiscollege.edu

An equal opportunity employer, Regis College is committed to increasing the diversity of its faculty and staff.

In employment, as in education, Regis College is an Affirmative Action/Equal Opportunity employer.

Source: http://www.higheredjobs.com/details.cfm?JobCode=175717847

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