Help Desk - Temp

The University of Toledo • Toledo, OH

2d • Onsite

About The Position

Responsible for managing, overseeing, supervising, mentoring and hiring of IT Help Desk Student-Workers. Provide technology support for IT calls by entering calls into iSupport (Help Desk Automated Tool); analyze calls and issues; and resolves calls immediately with the customer or escalate to IT second tier analysts for resolution. Coordinate IT Help Desk responsibilities. Evaluate each technical/request call to determine appropriate response and referral; determine if on-site assistance by Information Technology staff or vendor is appropriate; prioritize each call; and escalate calls based on service level. Communicate with customers regarding call status and follow-up with customer to assess customer satisfaction level.
Participates in IT Help Desk strategic visioning, planning and execution, and ensures that IT services, Service-Level and technology initiatives are adequately supported and aligned with institutional objectives. Interacts with key internal stakeholders and external entities relative to technology support services.
Enter employee time and attendance into Banner program and submit related reports promptly. Maintain confidentiality of all related data. Keep abreast of technology by taking classes, reading manuals and publications and communicating with other department team members. Manage work schedule for Student-Workers and follow up with customer regarding satisfaction and Student-Workers performance. Ensures that IT Help Desk is adequately staff at all times. Report information to IT Academic and Healthcare Assistant Manager and other IT managers and Directors.
Any other duties assigned

Requirements

• High school diploma or equivalent.
• Courses in Windows and Macintosh Microsoft Office Suite.
• Minimum of 1 to 3 years’ experience supporting and utilizing a variety of computer hardware, software and networking.
• Advanced computer troubleshooting, analysis, critical thinking and problem solving skills.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Ability to manage multiple priorities.
• Ability to promote and follow policies and procedures.
• Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.
• Operating knowledge of and experience with personal computers, Macintosh computers, servers, peripherals, Windows, Mac OS and Microsoft Office.
• Working knowledge of data processing equipment, systems and techniques.
• Knowledge of iSupport.
• Operating knowledge of typical office equipment, such as telephones, copier, fax machine, E-mail, etc.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with Student-Workers and others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; Responds well to questions.
• Team Work - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed; Recognizes accomplishments of other team members.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Ethics - Treats people with respect; Keeps commitments; inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.
• Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments; Commits to long hours of work when necessary to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.
• Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
• Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.
• Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Nice To Haves

• Help desk experience and Associate degree preferred.
• Knowledge of Active Directory, student information systems, educational software systems, library management systems, financial systems, and e-mail application preferred.

Responsibilities

• Managing, overseeing, supervising, mentoring and hiring of IT Help Desk Student-Workers.
• Provide technology support for IT calls by entering calls into iSupport (Help Desk Automated Tool); analyze calls and issues; and resolves calls immediately with the customer or escalate to IT second tier analysts for resolution.
• Coordinate IT Help Desk responsibilities.
• Evaluate each technical/request call to determine appropriate response and referral; determine if on-site assistance by Information Technology staff or vendor is appropriate; prioritize each call; and escalate calls based on service level.
• Communicate with customers regarding call status and follow-up with customer to assess customer satisfaction level.
• Participates in IT Help Desk strategic visioning, planning and execution, and ensures that IT services, Service-Level and technology initiatives are adequately supported and aligned with institutional objectives.
• Interacts with key internal stakeholders and external entities relative to technology support services.
• Enter employee time and attendance into Banner program and submit related reports promptly.
• Maintain confidentiality of all related data.
• Keep abreast of technology by taking classes, reading manuals and publications and communicating with other department team members.
• Manage work schedule for Student-Workers and follow up with customer regarding satisfaction and Student-Workers performance.
• Ensures that IT Help Desk is adequately staff at all times.
• Report information to IT Academic and Healthcare Assistant Manager and other IT managers and Directors.
• Any other duties assigned

Benefits

• Pre-employment health screening requirements for the University of Toledo Health Science Campus Medical Center will include drug and other required health screenings for the position.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED