| Description: |
The Help Desk manager is responsible for the management and coordination of user support services such as Help Desk procedures, desktop support, software and hardware installation, service requests, account creation, support calls and maintenance. In addition, this position is responsible for providing technical training and support for faculty, staff and students; and, directs daily operations of Help Desk. Responsibilities: - Oversee and manage Help Desk operations; ensure policies and procedures are administered properly and problem resolution is done in a timely manner; ensure office is open during pre-established hours; and ensure that student computer lab computers, printers and other related equipment are operational to maximum efficiency.
- Manage daily financial operations including obtaining bids/quotes for services/equipment for faculty, staff and student; issue purchase requisitions/PO's; maintain accounts payable/receivable; assist in contract negotiation; ensure that existing contracts are renewed prior to expiration; and maintain student print accounting records.
- Manage trouble tickets, phone, and E-mail requests. Create and disseminate information on network outages, exams, accounts, reports and MC systems (FRS\SIS). Technical Support: Monitors and manages all Helpdesk support functions. Reply to voice, E-mail and end user requests. Create user accounts in active directory and Exchange 2003/5.5 systems. Deployment and configuration of computers and/or hardware\software installations. Applications support for Office.
- Training: Conduct in-house "How To's" one on one with faculty and staff by request , Vendor pricing for training. Updates for technical documents in the "Helpdesk" and technical guide, including CLC record page. Web design and development.
- Good written and verbal communication skills.
- Customer service oriented.
QUALIFICATIONS - Bachelor's degree and experience in technical support and prior supervisory experience required, or an equivalent combination of education & experience.
- 3-5 years experience in management, help desk support and/or end user support services preferred
- Working knowledge of Microsoft Applications (Office Suites), WordPerfect, Web Page development, Excel, Powerpoint, Dreamweaver, Windows 98\2000\XP and Exchange 5.5\2000\2003 a plus.
Founded in 1890, IIT is a private, Ph.D.-granting university that awards degrees in engineering, the sciences, architecture, law, design, psychology, humanities, and business. The Main Campus is located minutes from downtown Chicago and its beautiful lakefront, and was designed by Ludwig Mies van der Rohe, one of the 20th century’s most influential architects. Visit www.iit.edu for more information. Competitive benefits including tuition remission for employee/dependents. Free shuttle to and from Union/Ogilvie stations. Easy access to campus by CTA. EOE/MFDV |
