Helpdesk Manager

Adams State University•Alamosa, CO

4d•Onsite

About The Position

This position is responsible for the management of the CS helpdesk including oversight of all aspects of the initial requests for technical support from campus constituents. This position requires sound problem solving skills and excellent communication and interpersonal skills. This position develops and implements technical support processes and procedures, evaluates and recommends tools, and creates and publishes support materials and documentation. Technical troubleshooting, documentation, and collaboration with both the customer and the Computing Services staff are essential to this position.

Requirements

Bachelor’s Degree required
Minimum of 1 year professional work experience in an IT support-related field
Demonstrated customer service skills
Demonstrated written and oral communications skills
Experience supervising and leading a team
IT experience with common technologies such as Microsoft Windows, Microsoft Office, Google applications etc
Candidates must be legally authorized to work in the United States.
Adams State University is unable to provide sponsorship, transfer, or support for employment visas (such as H-1B, TN ect.) for this specific opening.

Nice To Haves

Apple Macintosh knowledge a plus
Experience creating and administering surveys a plus

Responsibilities

Supervision and oversight of the helpdesk function for the Computing Services Department which includes: Hiring, scheduling, training, and supervising the Help Desk student workers.
Coordinating all requests for technical support via email, phone call, ticket system, and face-to-face
Resolving technical support requests directly when possible, with the goal of resolution on the first contact with the customer
Ensuring tickets are created and appropriately prioritized and categorized in the Computing Services Helpdesk ticketing system
Account management responsibilities which includes: Communication with customers regarding account ID management
Determining and granting the proper security access to and ERP system in coordination with the appropriate Data Steward
Monitoring our customer feedback surveys and responses for feedback
Creating and updating existing “how-to” documentation, and provide training on systems and applications
Engage in independent research and ongoing maintenance of technical knowledge
Support the Library staff and work studies as they provide loaner laptops, Chromebooks, and hotspot checkout
Assist with moves, adds, changes, voicemail pin resets, and voicemail-to-email setups on the campus VoIP system
Promote the services of the CS Help Desk, through flyers, notices, signage, and emails
Provides secondary support for ResNet, Level 1 and 2 technicians, interns, and for faculty and staff refresh
Have a working knowledge of, and provide backup role for SCCM, PatchMyPc, and Jamf in support of campus PCs and Mac computers
Other duties and functions as necessary in the overall management and oversight of the Helpdesk