This position oversees the daily operation of ITS Help Desk. The Help Desk provides customer service and support to all ODU faculty, staff, and students who utilize the technology services provided by ITS . They will also oversee the development and maintenance of online technical support documentation using various web-based technologies. In addition to overseeing support, this position will also analyze business processes and research and recommend technology solutions for improving customer service and problem resolution. The customer's ability to use our services and their total technology experience are directly impacted by the quality of customer service provided.

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 knowledge of Internet-based applications.
Considerable knowledge of Microsoft computer hardware and software troubleshooting and resolution.
Considerable knowledge of Apple computer hardware and software troubleshooting and resolution. Some knowledge of technologies applicable to business process in customer service. Demonstrated ability to effectively manage time. Demonstrated ability to provide technical and project leadership to team members.
Demonstrated ability to provide task and relationship oriented leadership.
Demonstrated ability to effectively communicate complex information so that it is understandable to computer users of all levels. Demonstrated ability to write and publish technical documentation of processes, procedures,instructional material, problem resolutions and report.
Excellent written and verbal communication skills. Excellent interpersonal skills.
Demonstrated ability to analyze and solve technical or customer service problems.

Special licenses, registration or certification
None

Education or training
None

Level and type of experience
Extensive experience in troubleshooting, diagnosing, maintaining, upgrading, imaging, and repairing hardware and software on desktops and laptops. Considerable experience in a fast-paced, front-line technology support center. Considerable experience in supporting users of Microsoft/Mac specific products.
Some experience providing support to mobile devices (including, Windows, Apple, Android) and understanding of Distance Learning equipment and software.

Preferred knowledge, skills, abilities, education, experience, licensure, certification
Advanced degree in Computer Science, Engineering, Information Technology or related field, or training and experience equivalent to an advanced degree.
Experience sourcing and managing content development and publishing. Some knowledge of data communications protocols. Basic knowledge of UNIX system environments. Considerable knowledge of system practices in a client/server environment. Experience providing facilitated technical training.
Experience assisting in project management and/or leading projects. Significant experience working in a fast-paced, front-line technology support center. Prior experience in supporting technology in higher education. Any Microsoft/Apple certification or equivalent knowledge and/or experience such as MCSA , A+, Server+, Security+ are desired.

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

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


To apply please click here!