Help Desk Coordinator

Description

Description:

At Carroll University, we are committed to identifying and employing strategies to support our goal to be and remain a socially just organization. Rooted in the Presbyterian (U.S.A.) heritage, we respect all aspects of diversity, embrace the practice of equity, expect inclusion, and embrace belonging throughout our community. Therefore, we seek applicants who can demonstrate their understanding of justice and who can inspire our increasingly diverse student population.

Responsibilities:

Strategic

• Responsible for scheduling OIT student workers and ensuring adequate staffing of the Help Desk.
• Manage day-to-day operations of the OIT Help Desk.
• Create, document, and maintain help desk policies and procedures designed to ensure smooth and professional experience for OIT clients.
• Recruit, hire, train, and supervise OIT student workers while also performing administrative tasks such as timecard management and applications.
• Create and maintain OIT documentation and FAQ's.
• Manage all open help desk tickets to ensure a timely resolution as well as log and prioritize tickets based on impact and urgency of the incidents reported.
• Generate regular and ad hoc help desk service reports.
• Serve as the administrator for help desk software.
• Coordinate with others in OIT to communicate campus technology projects to the campus community to ensure a high level of correspondence and transparency.
• Manage the OIT intranet site ensuring accurate and up-to-date information is posted and easily accessible.
• Collaborate with OIT staff to address complicated support issues.
• Receive and support requests through various channels including phone, email, walk-ins, and the web.
• Administer & maintain service level deliverables on tickets & projects.
• Advise OIT on network/process improvements to enhance customer experience.
• Identify and implement potential network/process improvements to enhance customer experience while advising and working collaboratively with the Directors of OIT.
• Provide the Directors of OIT with recommendations for network and process optimizations to improve customer satisfaction.
• Consult with the Directors of OIT on enhancing network and process efficiencies to elevate the user experience.
• Provide remote IT support for quick resolutions to software, OS, telecom, and network related issues for both university-managed and student's personal devices.
• Investigate, diagnose, and resolve incidents as the first point of contact for OIT.
• Familiarize and onboard new university employees with IT processes and procedures weekly.
• Resolve basic issues related to Carroll's LMS, Canvas.
• Oversee Carroll's Media Center which allows members of the Carroll community to check out various pieces of technical equipment.
• Conduct occasional student and employee training sessions on various technology-related subjects as well as host informational/Q&A sessions for new students/parents (typically in the summer months).
• Perform other duties as assigned.

Qualifications:

Education and/or Experience:

• Bachelor of Science degree required; degree in computer science or information technology strongly preferred.
• 3-5 years of Help Desk or customer service experience required.
• Experience providing one-on-one technology support to end users required.
• Experience providing end-user training preferred.
• 3-5 years of experience working in an educational environment preferred.
• 3 years of supervisory experience

Technology Skills:

• Excellent desktop computer skills dealing with end user issues. Including but not limited to Microsoft Windows, Mac OS, Office 2010 and 2013.
• Ability to diagnose technology related problems required.
• Ability to perform minor repairs on computers and printers preferred.
• Experience working in an Active Directory environment preferred.
• Proficiency using common Windows utilities preferred.
• Technology training skills a plus.
• Knowledge of TeamDynamix or similar ticketing system(s) is a plus.

Human Relations Skills:

• Excellent verbal and written skills a must, including developing and making presentations.
• Excellent customer service skills.
• Effective ability to maintain a working relationship with a diverse group of colleagues and end users.
• Must be committed to a team approach.
• Candidates must be willing and able to support and advance the University mission.

Requirements

Please submit a cover letter and resume for this position along with this electronic application.

Carroll University makes employment opportunities available to qualified individuals whose skills and experience make them suitable candidates for placement. Candidates must be willing and able to support and advance the University mission.

Carroll University does not discriminate in any manner contrary to law or justice on the basis of race, color, sex, age, religion, sexual orientation, national origin, disability or veteran's status in administration of programs or in the employment of faculty and staff.

The employment opportunities list is updated periodically based on openings. Applications will be accepted only for vacancies currently listed. All inquiries will be kept strictly confidential.