00517 - Senior Helpdesk Supervisor

Title: 00517 - Senior Helpdesk Supervisor

State Role Title: Information Tech Specialist III

Hiring Range: $69,999 - $86,600

Pay Band: 6

Agency: Norfolk State University

Location: Norfolk State University

Agency Website: WWW.NSU.EDU

Recruitment Type: General Public - G

Job Duties

The Office of Information Technology (OIT) manages the administrative and academic information technology resources for Norfolk State University. The Office of Information Technology (OIT) empowers University students,faculty,and staff by providing quality information technology leadership, resources, services, and support.The office invites applicants for the position of Senior Helpdesk Supervisor.
Overview:
Client Services, within the Office of Information Technology at Norfolk State University works to ensure that faculty, staff, and students can use their technology, access the services they require and to find ways to help themselves.
Client Services focuses on these areas:
- Direct Customer Support
- End point refresh cycles, deployment, administration, disposal
- ITSM configuration and adaptation
- Computer Lab Administration
- Knowledge Base curation based on feedback and end user needs.
This position will serve as a technical IT supervisor by providing
- Technical consultancy, expertise, coaching and advice to team members within Client Services.
- Management on matters of technical architecture and infrastructure for delivered solutions and services.
- Research, document, and impart best practices for interaction, ownership, and implementation.
- Collaboration within/out of the Office of Information Technology to streamline process workflows, new service offerings and escalation paths so that requests and incidents are handled efficiently.
This is a technical position. The incumbent will have success by calling on their years of experience in support environments to supervise the work of the team, offering guidance where applicable.
Duties and Responsibilities
Manage and coach a technical team in the day-to-day operation of a customer focused organization.
Identify and implement technologies and strategies that allow for appropriate growth and expansion of systems and services that OIT provides to the University Community.
Operationally assess systems and services under job responsibilities and derive improvement plans based on outcomes.
Maintains detailed knowledge of desktop and laptop personal computers and peripheral equipment.
Work with Security and Technical Services teams to provide a robust and secure environment.
Utilize group policy to manage computer settings and limitations.
Supervise and train student workers.
Manage all aspects of the IT Help Desk and maintain a high level of customer satisfaction while supporting a wide range of hardware and software products and services.
Communicating with clients and providing in-person and phone support.
Operate in an environment that requires confidentiality of information.
Schedule IT Help Desk staff to ensure adequate levels of support are available to meet established SLA's.
Making recommendations to improve operational efficiency.
Managing escalations and ensuring any issues are resolved in a timely manner.
Ensure IT Help Desk staff are properly trained and knowledgeable in their respective areas of responsibility.
Support business disaster recovery procedures for assigned areas of responsibility.
Provide phone support for network and remote VPN users with connectivity issues.
Perform backup and recovery procedures as a safeguard measure.
Perform hands-on fixes at the desktop level as needed, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
Work after hours during special events and when needed.
Performs other duties as assigned by leadership.

Minimum Qualifications

Extensive demonstrated experience in help desk and direct customer assistance environments.
Demonstrated experience in experience and coaching technical teams.
Extensive demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.
Demonstrated knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)
Demonstrated knowledge of Apple devices and their use by end-users.
Extensive demonstrated knowledge of desktop and endpoint (tablet, iPhone, iPad etc.) systems installation, administration, performance monitoring, and troubleshooting, and the theories, concepts, principles, models, methods, and tools associated with each.
Demonstrated knowledge of network security, network architecture, and new and emerging IT and client-server technologies.
Demonstrated knowledge of Microsoft Windows based server environments and services (i.e., Active Directory, DHCP, DNS)
Ability to perform site surveys and identify requirements necessary for system definition and utilization.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.
Demonstrated ability to handle multiple competing tasks and work both independently and as a team member.
Demonstrated ability to generate and adapt equipment and technology to serve user requirements.
Ability to perform site surveys and identify requirements necessary for system definition and utilization.
Experience using imaging software to image PCs, preferably KACE.
Highly self-motivated and directed.
Extensive experience using imaging software to image PCs, preferably KACE.
Exceptional written and oral communication skills.
Ability to perform research, analyze results, draft requirements, and formulate technology solutions.
Demonstrated ability to communicate complex technical matters, both verbally and in writing, to end users who have varied levels of understanding of subject matters.
Extensive experience diagnosing, troubleshooting, and resolving hardware, software, and other network and system problems, and replacing defective components, as required.
Experience providing technical assistance to developers and other IT personnel to facilitate utilization/maintenance of new and existing systems.
High school diploma or GED or equivalent combination of training and education that provides the requisite knowledge, skills and abilities.

Additional Considerations

Bachelor of Science degree from an accredited institution in Computer Science or discipline related to the knowledge skills and abilities; or equivalent combination of education and experience that meets the minimum qualifications, as outlined.
Experience in the coordination and delivery of computing services and technology in an academic environment.
Microsoft or Apple related certifications for end user systems.
5+ years of helpdesk experience.

Special Instructions

You will be provided a confirmation of receipt when your application and/or resume is submitted successfully. Please refer to "Your Application" in your account to check the status of your application for this position.

Application and/or resume for this position must be submitted electronically by 11:59 p.m. on the closing date through the Commonwealth of Virginia's Job Board/Recruitment Management System (RMS). Mailed, emailed, faxed, or hand delivered applications and/or resumes will not be accepted. Applicants who possess an Interagency Placement Screening Form (Yellow Form) or a Preferential Hiring Form (Blue Form) as issued under the Department of Human Resources Management (DHRM) Policy 1.30 Layoff (Commonwealth of Virginia Employees Only), must attach these forms when submitting their state application and/or resume. The decision to interview an applicant is based solely on the information received for this position from either the electronic application and/or resume. RMS provides a confirmation of receipt when your application and/or resume is submitted successfully. Please refer to "Your Application" in your RMS account to check the status of your application for this position.
Norfolk State University conducts background checks on all candidates identified as a finalist for employment consideration. The type of background check(s) performed are dependent upon the type of position for which you have been identified as a finalist and may include: criminal history, including sexual offender registry checks, reference checks, degree validation, DMV (driving) records, license verification, and credit report reviews. The results of background checks are made available to University employing officials. As a finalist, you will be required to sign an Authorization to Release form. Norfolk State University utilizes Form I-9 and E-verify in the verification of eligibility for employment. Applicants must be authorized to work in the U.S. without employer sponsorship.

Contact Information

Name: Office of Human Resources

Phone: 757-823-8160

Email: NO EMAILED DOCUMENTS ACCEPTED

In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth Alternative Hiring Process. To be considered for this opportunity, applicants will need to provide their Certificate of Disability (COD) provided by a Vocational Rehabilitation Counselor within the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Veterans are encouraged to answer Veteran status questions and submit their disability documentation, if applicable, to DARS/DBVI to get their Certificate of Disability. If you need to get a Certificate of Disability, use this link: Career Pathways for Individuals with Disabilities, or call DARS at 800-552-5019, or DBVI at 800-622-2155.