Serve as technical lead for the ITS Help Desk including analyzing business processes and researching and recommending technology solutions for improving customer service and problem resolution. Provide all aspects of technical customer support for faculty, staff, and students. Install/upgrade/maintain the Help Desk's incident tracking software and knowledge base applications.

Type of Recruitment

Knowledge, skills and abilities
Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution. Considerable and demonstrated knowledge of personal and notebook computer hardware and software troubleshooting and resolution. Demonstrated knowledge of Microsoft operating systems. Demonstrated knowledge of Internet-based applications.
Some knowledge of Apple personal and notebook computer hardware and software troubleshooting and resolution. Working knowledge of technologies applicable to business process in customer service.
Excellent written and verbal communication skills. Demonstrated ability to effectively manage time. Demonstrated ability to provide technical and project leadership to other staff members.

Special licenses, registration or certification
Any Microsoft or Novell certification or equivalent knowledge/experience.

Education or training
None

Level and type of experience
Some experience working in a fast-paced, front-line technology support center.

Preferred knowledge, skills, abilities, education, experience, licensure, certification
Knowledge, skills and abilities: Some knowledge of data communications protocols. Basic knowledge of UNIX system environments. Some experience supervising to include hiring, training and developing work schedules. Considerable knowledge of system practices in a client/server environment. Provide facilitated technical training. Working knowledge of service support desk level agreements and reporting mechanisms.
Demonstrated leadership in a technical project. Effective management of technical resources. Some experience in supporting technology in Higher Education. Some knowledge of support center software administration. Special licenses, registration or certification: Microsoft Certified Professional ( MCP ), Microsoft Certified Systems Engineer ( MCSE )
Level and type of experience: Considerable experience working in a fast-paced, front-line technology support center. Bachelor's degree in a computer related field or equivalent knowledge/experience.

Conditions of Employment
40-hour work week Monday-Friday; requires some evenings and weekends; rotating on call.

Annual Salary/Hourly Rate
Salary is commensurate with education and experience and begins at $ - 43,892


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