Help Desk Supervisor/Support Technician (71826)

WALSH UNIVERSITY•North Canton, OH

4d•Onsite

About The Position

The Help Desk Supervisor oversees daily IT support operations for faculty, staff, and students, ensuring timely, courteous, and effective technical assistance across campus. This role manages help desk staff, prioritizes service requests, monitors ticket workflow, maintains documentation, and helps improve service processes, hardware support, and user satisfaction in a mission-driven academic environment. In addition to supervisory responsibilities, this position will also provide expertise in front-line technical assistance for campus users by troubleshooting hardware, software, network, and account issues in person, by phone, and through ticketing systems. This position supports computers, printers, classroom technology, and mobile devices while delivering responsive customer service.

Requirements

Must demonstrate an understanding the Walsh University Statement of Faith and a commitment to support the Mission, Vision, Values and Code of Ethical Conduct of Walsh University in accordance with Ex Corde Ecclesiae and the Catholic intellectual tradition.
Education: A Bachelor’s degree in computer science, business, English/communications or other closely related field required.
Work Experience: Previous leadership experience in supervising and training others
At least 1-3 years’ experience with troubleshooting technology such as desktop software, hardware and enterprise systems.
Excellent communication and customer service skills both in person, on the telephone and by email.
Experience presenting technology concepts to a group of people.
Excellent writing skills for instructions and training information.
Skills and abilities: Demonstrated experience and knowledge with various productivity tools such as MS-Word, MS-Excel, Outlook, Visio, Adobe PDFs, etc
Professional demeanor and ability to interact with charity towards students, staff and faculty.
Positive attitude a must
Ability to explain technical issues to non-technical users
Ability to prioritize and manage multiple support requests
Adaptable with the ability to work in a team environment
Ability to work independently and use sound judgment when making decisions

Responsibilities

Supervises, trains, evaluates and manages help desk staff, including the Help Desk 2 and student worker staff and provides front-line technical support, troubleshooting hardware, software, network, and account issues, and documenting service requests and resolutions
Manage all help desk services
Assigns work, manages schedules and escalation issues, monitors services levels, and recommends process improvements and evaluates staff, including tasks and work quality
Collaborates with and supervises activities with the Help Desk 2 staff
Assists with day-to-day user assistance for device setup, password resets, ticket updates and support for classroom and office technology at the help desk by phone, email and in person
Coordinates and implements inventory system of help desk items for checkout
Coordinates inventory system of printer supplies
Represents IT during presentations for new hires, new student orientation and other events as needed
Documents processes, procedures and tools and keeps information up to date for users
Reviews and updates training materials for help desk regularly
Manage IT web presence on the MyWalsh portal and Walsh website
Follows procedures and processes and makes recommendations for appropriate changes to improve quality of service of the help desk
Coordinates with special events IT requests, testing and assistance
Upholds IT/University policies/privileges
Other duties as assigned