| Description: |
SUMMARY
Provide coordination and supervision of all Technology Help Desk activities including phone-level and on-site Help Desk support and coordination of end-user training. ESSENTIAL DUTIES AND RESPONSIBILITIES
Receive, log, document, appropriately route, and track Help Desk problem or inquiry calls, and service calls from University-wide users.
Provide day-to-day Help Desk operations management and supervision.
Coordinate, supervise and support the Help Desk.
Provide phone-level and on-site support/training as needed.
Perform service calls for application-related problems on campus.
Document and maintain Help Desk/support operations and procedures.
Develop and maintain an inventory of University technology assets.
Assess user needs and recommend hardware and software upgrades as appropriate.
Develop and process technology-related purchase requests and monitor order status.
Plan, coordinate, design, schedule, conduct, and evaluate technology-related seminars and workshops for students, faculty, and staff.
Participate in the preparation of newsletters/bulletins, training and procedure documents.
Assist other support staff in the installation of software and hardware as needed.
Assist in asset tracking and inventory of software and hardware.
Assist in the development of purchase requests and monitoring order status.
Assist in documenting Help Desk/support operations and procedures.
Assist the supervisor in the execution of his/her duties.
Analyze data and create presentation charts, graphs and documents as needed.
Other duties as assigned. EDUCATION and/or EXPERIENCE
Associate's degree in computer science or related field; or two years experience using and supporting microcomputer software and hardware in campus environment; or any equivalent combination of experience, training, and/or education required. Bachelor’s degree preferred.
Experience using and supporting a variety of desktop applications and operating systems required.
Experience writing and editing training/informational documents desired. |
