Help Desk Supervisor                                                                                           September 26, 2014

• Responsible for daily operation of the ITS Help Desk and supervision of Help Desk Specialists, IT Technicians, Media Services Specialist, and student employees.
• Respond to Level 1 and Level 2 support calls and escalate to Level 3 as needed.
• Ensure customer support and service to users by monitoring call logging, call description, call resolution, and closing calls.
• Create, document, and maintain help desk policies, procedures, and documentation designed to assure a competent and professional experience for university community.
• Administer the help desk software.
• Generate weekly and monthly reports of calls received and closed for administrative review.
• Work with IT staff to analyze reports and work orders to identify recurring issues, patterns, or opportunities and make recommendations for proactive adjustments.
• Assist Director of Information Technology with creation and execution of IT Communication Policy.
• Coordinate all IT related communications to university community using all available and appropriate communication platforms (newsletter, email, web page, social media, etc..).
• Perform other duties as assigned by the Director of Information Technology.

• Associate Degree required; Bachelor’s degree a plus. Computer Science or Information Technology areas strongly preferred.
• Minimum 2 years help desk experience required.
• Minimum 2 years supervisory experience required.
• Experience providing one-on-one technology support to end users required.

• Experience providing end-user training preferred.
• Experience working in educational environment preferred.
• ITIL v3 certification or experience a plus.

• Experience with latest Windows OS and Mac OS installation, support, and troubleshooting required.
• Experience with Microsoft Office Suite (2010, 2013, or Office 365) required.
• Active Directory experience required.
• Ability to diagnose technology related problems required.
• Ability to perform minor repairs on computers and printers preferred.
• Experience with helpdesk problem tracking software preferred
• Demonstrated experience providing support with remote tools preferred.
• Proficiency using common Windows utilities preferred.
• Technology training skills a plus.
• Experience with ITIL/ITSM a plus.

• Strong interpersonal and communication skills
• Strong analytical skills, detail oriented.
• Excellent organization and prioritization skills
• Excellent customer service skills.