Help Desk - Temp - 500994

University of Toledo • Toledo, OH

12h • 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.

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

• Tobacco-free campus
• 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.
• Reasonable accommodation to individuals with disabilities

What This Job Offers

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