Help Desk Supervisor

University of Wisconsin Stout•Menomonie, WI

8d•Onsite

About The Position

Under general supervision of the Director of Client Technology Services (CTS), the incumbent provides leadership and technical expertise for computer hardware, software and networking services in support of faculty, staff and students. Services include hardware and software support of faculty, staff, and student laptops, including the installation of campus computers, problem diagnosis and resolution, maintenance of Stout inventories and consultation on computer-related technologies. This position also serves as the Helpdesk Supervisor for the Client Technology Services team. Duties include supervising student employees, monitoring the ticketing system to ensure timely service to campus end users, coordination of helpdesk team meetings, and monitoring team and individual performance. This position works closely with faculty and staff across the institution. The ability to participate in on-site, campus-based activities is required. Must be authorized to work in the United States. Sponsorship is not available for this position. A successful applicant will be responsible for ensuring eligibility for employment in the United States on or before the effective date of the appointment and maintain work authorization throughout the expected employment term.

Requirements

Associate degree in information technology, Computer Science, Business Administration, or equivalent experience
Strong customer service orientation
Demonstrated organizational skills
Demonstrated interpersonal and communication skills
Demonstrated troubleshooting techniques
Demonstrated knowledge of technologies related to personal computer systems
Demonstrated experience operating In a Mac or Windows environment
Demonstrated experience identifying trends and patterns to technology issues
Demonstrated knowledge of techniques used to establish and maintain effective working relationships with staff and customers
Demonstrated knowledge of a Service Desk Ticketing system
Must be authorized to work in the United States.
Ability to participate in on-site, campus-based activities is required.

Nice To Haves

Bachelor’s degree in Information Technology, Computer Science, Business Administration or related field
Three or more years of technical environment experience
Demonstrated experience supervising or managing a technology help desk
Experience in higher education
Demonstrated knowledge of Microsoft products, included but not limited to Office 365
Demonstrating experience supporting mobile devices
Demonstrated knowledge of basic principles of classroom technology

Responsibilities

Serve as the supervisor point of contact on escalated customer services requests
Guide the daily activities of student support workers
Mentor, train and lead a team of student support workers and assist them in their day-to-day support of our clients and application systems
Establish policies and procedures which ensure consistently high service performance, monitor employee satisfaction, with feedback to develop improved processes
Assure that the team members have the necessary education and training to effectively participate on the team by recognizing training needs and communicating both training needs and requests to the CTS Director
Help to create a team environment based on trust, open communication, creative thinking, and cohesive team effort
Recognize and celebrate team and team member accomplishments and exceptional performance. Report those accomplishments to the CTS Director
Monitor team and individual performance and report any problems to the CTS Director
Perform with a high level of analytical ability and strong attention to detail
Evaluate, analyze, and document trends; if necessary, implement corrective actions
Ability to define problems, establish facts, and draw valid conclusions
Collect, analyze, and interpret data to solve problems requiring a high level of knowledge in a specific discipline
Develop reporting to identify trends and patterns in a help desk environment
Troubleshoot problems, assess risks, create contingency plans, and adjust schedules accordingly
Escalate issues to the CTS Director which cannot be resolved by the team
Continual improvement of the Technology Helpdesk, QA, and PC Repair areas
Ensure customer satisfaction by responding to calls to the Technology Helpdesk
Act as front-line phone support technician during scheduled shifts
Log all customer questions and problems and track the same through resolution
Provide troubleshooting for hardware, software, or network problems that may occur on student laptops
Participate in the maintenance of student laptop and laptop accessory inventories
Participation in the student laptop deployment and return processes
Contribute to the overall functionality of the student laptop project in the classroom through hardware, software and networking
Participate In the planning of laptop images for use on student laptops
Provide expertise on the installation and maintenance of software specific to the student laptop program
Utilize existing databases and aid in the development of data applications used in the tracking of laptop data
Provide requested laptop data to business, purchasing and finance departments in support of laptop deployments and purchase orders
Provide professional assistance when working on a solution for the customers problem using gained knowledge and/or contact the appropriate technician
Perform callbacks when not busy with incoming calls to the help desk
Adhere to published helpdesk procedures
Assist student staff and provide professional guidance regarding the student laptop program
Respond to emails, phone calls, and self-service requests related to the student laptop program
Communicate with faculty, students, and staff to ensure computing needs are addressed in a timely fashion
Provide trouble shooting for hardware, software, or network problems that may occur on campus provided computers
Provide problem diagnosis and resolution for operating system, utilities, security, backup/restore and campus-supported software
Evaluate new hardware and software and make recommendations
Consult with faculty and staff on the implementation of new technology
Participate in the purchasing process by meeting with faculty and staff, consulting on the purchase of appropriate hardware and completing forms as needed
Provide technical support and training in the use of campus-supported software
Provide assistance, training, and support for the use of printers and other peripherals
Understand, practice, convey, and advocate for common information security practices
Ensure compliance with and educate users on software, copyright and licensing agreements
Maintain an awareness of campus initiatives and policies that support and affect computing and digital communications
As a member of the Learning and Information Technology Department, participate as a team member in staff meetings, on special projects, and committees
Discuss with supervisor and colleagues’ ideas for improving computer services
As requested, or directed, conduct training sessions, either individually or with other LIT staff, for faculty and students on use of the various technologies
Comply with recognized environmental health and safety practices