Helpdesk Manager - CEHS Dean's Office

Utah State University•Logan, UT

3d•Onsite

About The Position

The Helpdesk Manager (Computer Technician Lead) is responsible for the purchasing, maintenance, and roll-out of college-wide computer systems. The individual will oversee, coordinate, and lead the day-to-day activities of the CEHHS IT helpdesk. Among the duties will be to assign priority, staffing, and management of service tickets within the college to ensure a high service level and customer service.

Requirements

Bachelor’s degree in Management Information Systems (MIS), Computer Science (CS), or closely related field or four (4) years of experience in the Information Technology sector in roles as a systems manager, accompanied by relevant technical certifications (ex. CompTIA A+, Network+ Certification, Microsoft Certified Systems Administrator or closely related certification) or an equivalent combination of education and experience
Excellent interpersonal and communication skills
Excellent problem solving and analysis skills

Nice To Haves

Progressive experience in manager or administrator roles within the IT Field
One year of experience supervising others
Experience with certified data eraser software (e.g., Bitraser) as well as with backup and disaster recovery procedures (e.g., Veeam backup)
Knowledge and expertise regarding audio visual equipment
Knowledge of the Health Insurance Portability and Accountability Act (HIPAA) and the security of electronic protected health information (ePHI).
Experience working in a FERPA environment.

Responsibilities

Manages the assignment of staff and priority levels to the computer/network trouble-ticket system.
Will oversee the escalation of incidents to the appropriate level of support
Develops, implements, and maintains the roll-out of standard operating system images across college computers
Devises and develops security templates that will be applied to computers in the college’s domain using Active Directory
Hires, trains, plans, schedules, assigns, monitors, and evaluates the work of assigned staff
Oversees the day-to-day operations of CEHHS IT Helpdesk
Communicates with clients via email, telephone, or ticketing platform
Manages the procurement of computer hardware, software, and peripherals for the college (Purchasing, EZ-Buy)
Maintains and performs simple repairs on computers, printers, and peripherals
Ensures proper care in the use and maintenance of equipment and supplies
Maintains documentation of technical configurations, security controls, and implemented safeguards as requested to support compliance efforts
Provides technical expertise to support organizational security and compliance initiatives by assisting with security assessments, technology implementations, documentation, and remediation efforts
Identifies and promptly escalate privacy or security concerns, vulnerabilities, or suspected information systems incidents to the appropriate Information Security and Compliance personnel in accordance with established policies and procedures
Maintains an accurate inventory of technology assets that create, receive, maintain, or transmit ePHI ensuring assets are accurately inventoried, appropriately managed throughout their lifecycle, and securely decommissioned in accordance with HIPAA, organizational policies, and industry best practices
Ensures adherence to quality standards and deadlines.
Ensures that employees follow documented policies and procedures.
Creates and maintains a positive teamwork environment.
Performs miscellaneous job-related duties as assigned.