Assistant Help Desk Manager

Assistant Help Desk Manager

Application Deadline: February 12, 2024

Salary: $48,738- $49,912

About Arkansas Tech:

Founded in 1909, Arkansas Tech University is a comprehensive public institution with a rich history, maintaining regional accreditation from the Higher Learning Commission (HLC) and classification as a Southern Regional Education Board (SREB) level III institution. ATU was ranked the No. 1 regional public university in Arkansas by U.S. News and World Report in 2021-22 and 2022-23 and CollegeNET recognizes ATU as the No. 1 institution in Arkansas on its Social Mobility Index. Since 2019, Arkansas Tech has been the host institution for the prestigious Arkansas Governor's School. The 559-acre Russellville campus, located in the scenic Arkansas River Valley between the Ozark and Ouachita Mountains, is just one hour from the capital city of Little Rock. Russellville features a charming blend of historic and modern architecture as well as the recreational opportunities provided by Lake Dardanelle and several state parks. Offering more than 100 undergraduate degree programs and more than 40 graduate degree and certificate programs across five academic colleges and two campuses, Arkansas Tech strives to provide a solid educational foundation for life-long learning to a diverse community. For more information about Arkansas Tech University and the surrounding community, please visit our website at www.atu.edu/hr to find our "Live Here" informational resources.

Position Summary:

The Assistant Manager of the Campus Support Center is responsible for overseeing the delivery of high-quality technical support services to faculty, staff, and students through various communication channels including email, telephone, and ticketing systems. This role collaborates closely with the Computer Support Manager to ensure operational efficiency and excellent customer service.

Essential Duties and Responsibilities:

Supervise and mentor a team of Customer Support Representatives (CSRs) who provide phone, email, and in-person technical assistance across a variety of technology platforms.

Act as second-in-command to the Computer Support Manager, assuming leadership responsibilities during their absence.

Coordinate and prioritize the handling of support tickets in the Freshservice system, ensuring timely resolution.

Develop and implement training programs for junior CSRs to enhance their technical and customer service skills.

Analyze metrics and performance indicators to improve support operations and customer satisfaction.

Collaborate with Office of Information Systems (OIS) teams on special projects involving network, software, and other technical advancements.

Create reports and briefs on team performance and operational status for senior management.

Knowledge, Skills, and Abilities:

Advanced understanding of microcomputer hardware and software, as well as their limitations.

Exceptional problem-solving and analytical abilities for diagnosing and rectifying computer system issues.

Strong communication skills, both written and verbal, with the capability to explain technical information in an accessible manner.

Proficiency in project management, with the ability to oversee multiple tasks concurrently.

Experience in training and development of staff.

Minimum Requirements:

A bachelor's degree in computer science, computer applications, mathematics, or a related field, plus at least three years of managerial experience in computer support operations.

OR

Technical training in computer science or a related field, acquired from a vocational, military, or industrial setting, plus a minimum of seven years of managerial experience in computer support operations.

Preferred Qualifications:

Extensive experience in troubleshooting, and repairing computers, and peripheral equipment.

Proven capability in diagnosing and resolving printing and networking issues.

Strong record of recommending and overseeing hardware/software purchases and deployments.

Previous managerial experience, particularly in a technical or higher education setting, is highly desirable.

Willingness to work variable shifts to meet operational needs.

Work Location, Environment, and Physical Demands:

Russellville, Arkansas Campus Ross Pendergraft Library & Technology Center.

An ability to sit or stand for long periods.

Ability to successfully manipulate devices for data entry during those periods.

Ability to view computer screens for long periods.

Ability to effectively communicate both verbally and in non-verbal communication.

Ability to arrive at work on time, if not early, and stay late as the situation dictates.

Off-hour work may be required.

The actual work location may be physically on campus in an office environment, possibly shared or at an approved remote location.

Must be able to be contacted as needed and respond accordingly.

Ensure the ability to travel as necessary by driving, riding, flying, or other public transportation systems, both in and out of the State.

Successful completion of a criminal background check required.

What to Submit:

Resume

Cover letter

References.

To be considered for the position of Assistant Help Desk Manager, all applications must be received and processed through our applicant tracking system Cornerstone prior to the closing date on February 12, 2024, before 6:00 pm central time.

Please go to https://atu.csod.com/ats/careersite/search.aspx?site=1&c=atu to apply now.

This position is subject to a pre-employment criminal background check. A criminal conviction or arrest pending adjudication alone shall not disqualify an applicant in the absence of a relationship to the requirements of the position. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

Arkansas Tech University is an AA/EOE employer committed to attracting and retaining a diverse workforce. All qualified applicants will receive consideration for employment.