POSITION ANNOUNCEMENT:
HELP DESK SUPERVISOR
POSITION SUMMARY
This position serves as the administrative manager for the student helpdesk of the Information Technology Department and the student helpdesk personnel will be direct reports. This is an exempt, benefits eligible position that will report directly to the User & Technology Support Manager.
ESSENTIAL FUNCTIONS
Provide leadership, training and direction for assigned student staff.
Develop documentation and training platforms for supported hardware and software-based systems.
Provide some end user network support and analysis as part of tiered support structure.
Communicate with the college staff on various issues to guide, support or assist in the implementations of procedures and enterprise policies.
Provide or delegate assistance for college activities, computer operations, staff assignments and network activities for giving services to outside agencies, divisions and organizations by fulfilling the college objectives.
Perform and document the installation of new computers, software packages, and A/V systems.
Support and attend various A/V events on campus, including non-business hours, the ability to support a variety of sound and audio systems such as microphones, speakers, projectors and required cabling.
Installation of computer equipment and software on different platforms for maintaining and upgrading purposes.
Act as a liaison for the Department of Information Technology as necessary.
Manage and assign service requests tickets to an appropriate technician.
Serve as point person for service requests and follow-up with requestor as needed.
Strive to implement best practices.
Performs student workforce scheduling to ensure help desk coverage during operational hours and on-call support as required.
Review and approve student workforce timesheets.
Conduct the interviewing and make recommendations for the hiring of student workforce.
Create and maintain a collaborative, supportive environment that inspires a focus on customer and institutional needs, along with a professional technical support culture within the student workforce team.
JOB REQUIREMENTS
Education
A college degree in a related field is preferred but not required. Experience and professional certifications may be accepted in lieu of college degree.
Experience
Two or more years of demonstrated professional experience in a related field
Leadership and supervisory experience are preferred.
Experience in end user support is required.
Experience creating and maintaining documentation is required.
Experience in higher education a plus.
Experience with professional audio & video equipment preferred.
Skills
Detail oriented individual with strong verbal and written communication skills
Excellent organizational skills
Ability to work as a leader and direct team members
Demonstrate effective problem-solving processes
Effective documentation of problem-solving processes
Maintain working knowledge of current technologies
SUPERVISORY RESPONSIBILITIES
The helpdesk supervisor will be responsible for supervising all assigned student staff as appointed by the Director of Information Technology.
EQUIPMENT TO BE USED
PC and Apple devices.
Microsoft Office and other enterprise wide applications.
Helpdesk Software and Management Tools
WORK ENVIRONMENT AND CONDITIONS
Physical demands to perform this job include carrying, pulling, pushing, climbing and balancing.
This job requires 25 percent standing, 25 percent walking and 50 percent sitting.
Climbing stairs and ladders or varied distances and lengths is required.
Requires sitting, bending, standing, and reaching.
May require lifting objects up to 50 pounds.
Office space is generally climate controlled.
Flexible schedule and on-call availability is necessary.
TO APPLY: Please submit a cover letter, resume, and application. Application materials will be accepted until the position is filled.
Westminster College is an AA/EEO/ADA employer. Diverse candidates are strongly encouraged to apply. Westminster College actively pursues the goal of inclusive excellence.