||Service Desk Manager
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ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:
Provide client-site and remote technical support on complex (Tier II) issues; escalate and appropriately route extremely difficult/higher-tier problems/support requests (Tier III) to the appropriate personnel quickly.
Install and configure network clients and network interface cards/equipment.
Assist with installing, maintaining, and repairing Ethernet cable and network access points (wired and wireless).
Set up, configure, and troubleshoot mobile devices and smartphones, network devices, VoIP and telecom devices, and other technologies.
Troubleshoot and resolve issues with the Local Area Network.
Install, maintain, and repair computer software, hardware, and peripheral equipment.
Provide basic, just-in-time training on common tools and desktop applications as needed; escalate higher-level training to either CETL (faculty requests) or IT Business Services (staff requests).
Resolve ticketed issues within timeframes identified in the IT department’s service level objectives.
Report progress toward resolution, actions taken/fixes attempted, and current ticket status regularly using the HD management application.
Follow policies and procedures related to how problems are identified, received, documented, distributed, and corrected.
Assist in maintaining an accurate inventory of all technical equipment.
Modify computer software (images) in classrooms and labs each semester to meet the needs of instructors.
Work collaboratively with other employees to resolve customer issues.
Train student workers/interns to assist in providing services using appropriate methods/procedures.
Assist the supervisor in developing strategies to effectively improve performance and meet customer expectations.
Other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
A Bachelor’s degree from an accredited college or university with course work in computer information systems, information technology or a related field and 3+ years serving as a Computer Technician or Help Desk Analyst required. Candidates possessing 30+ hours of post-secondary (college) course work and 5+ years of experience may be considered.
HDI Desktop Support Technician, Cisco Certified Entry Networking Technician, and Microsoft Certified Desktop Support Technician (MCDST) certifications highly desirable. Apple Certified Macintosh Technician (ACMT) and Comp TIA Security + certifications a plus.
KNOWLEDGE, SKILLS & ABILITIES
Ability to effectively communicate (listen and convey appropriate information).
Attainment of computing skills and experience ranging from desktop PC support services to network infrastructure systems.
Broad knowledge of PC hardware, software and peripherals to networking Ethernet cable, installation and peripherals, with the ability to stay current of new technology developments.
Ability to conduct various phone system administrative tasks, such as moving and reassigning phone numbers, activating modem lines, adding and removing users and training individuals on phone system using VoIP technology.
Ability to identify and address customer needs and concerns.
Ability to seek solutions and alternatives to resolve customer issues.
Ability to respond to customer satisfaction ratings/feedback.
Ability to collect sufficient information to understand problems and issues.
Ability to integrate information from a variety of sources across organizational units and entities.
Ability to analyze, incorporate, and apply new information and concepts in a timely manner.
Ability to apply accurate logic and common sense in making decisions.
Ability to utilize appropriate knowledge, information, and expertise in making decisions that comply with University policy.
Identify action steps, timelines, and resources needed to accomplish individual and team objectives.
Ability to understand the impact of individual or team contributions on organizational results, and share this information with others.
Ability to monitor and report on progress, and redirect efforts when goals change or are not met.
Ability to take appropriate action to fix problems or remove obstacles before projects get derailed.
Ability to manage multiple priorities and competing demands for one’s time.
Ability to convey information clearly and concisely.
Ability to share relevant information and viewpoints openly and directly with others.
Ability to adjust delivery approach, language, and level of detail to meet audience needs.
Ability to assert one’s own position and ideas with confidence and enthusiasm.
Ability to listen actively and demonstrate understanding of others’ perspectives.
Ability to welcome and acknowledge the diverse ideas and input of others.
Ability to collaborate with others by maintaining a respectful, open-minded approach.
Ability to help others when needed and contribute productively to team goals.
Ability to recognize and acknowledge the value of others’ contributions.
Ability to seek opportunities to develop your own skills and engage in continuous learning.
Ability to provide honest, helpful feedback and guidance where appropriate to enhance others’ skill development.
Ability to share your own experience and expertise with others.
Ability to treat every individual with dignity, fairness, and respect.
Ability to demonstrate consistency between what is said and what is done.
Ability to earn the respect of others by continually delivering on promises and commitments.
Ability to accurately convey the facts without bias.
Ability to do the right thing and confront and report unethical behavior.
Ability to operate office equipment including computers and supporting word processing, spreadsheet and database applications.
Ability to read and comprehend instructions, short correspondence, and memos. Ability to write correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to stand; walk ; sit; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 50 pounds. Specific vision abilities required by this job include close, distance and color vision and ability to adjust focus. Ability to work some evenings and weekends. Ability to move freely around the campus, including all office and classroom area at both the main and law campuses.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate. Requires some evening and weekend hours.