Assistant Supervisor 1, Computer Services - Its Help Desk Support Coordinator

Position Title: Assistant Supervisor 1, Computer Services - ITS Help Desk Support Coordinator
City: Galloway
State: New Jersey
Categories: Information Technology Services
Employment Type: Professional
Post Date: 2024-01-30
Campus Location: Multiple locations
Department: IT Help Desk Services
Salary Information: Based on NJ Civil Service Commission regulations and is accompanied by an extremely competitive University benefits package
Work Hours: M-F 12P-8P; hours may alter to support University events
Brief Job Overview/Summary
Under the direction of the Associate Director of Information Technology Help Desk Services, or a designated supervisor, this position is responsible for the following duties related to administrating the installation, configuration, and support of the University's computer and communications systems and assisting users in the use of computing and communication facilities. This position will also assume a supervisory role in the Information Technology Services' IT Help Desk, supervising professional services staff members. This position will support all University campuses and is a Monday - Friday work week however workdays and hours will require regular adjustments to support University events and may require work on state holidays based on academic programming needs with alternate days off.
Descriptions of Essential Duties/Responsibilities:

• Delegate tasks to & supervise ITS Help Desk staff members, perform performance reviews, and oversee the day-to-day ITS Help
• Desk operations in absence of a designated supervisor
• Install, configure, back-up, and repair PC hardware, applications, operating systems, and network connections
• Monitor and service Help Desk support requests from members of the campus community
• Represent the ITS Help Desk at University events and meetings
• Coordinate and provide IT support operations for university campus events and academic courses
• Design and implement IT infrastructure and support aspects of hybrid and livestreamed University events
• Coordinate with other departments on evaluating and recommending upgrades, installations, and acquisitions based on statistical data and operational needs
• Develop scripts, workflows, software deployment procedures, and day-to-day operation documentation
• Research, evaluate, and make budgetary recommendations for enterprise IT systems, applications, and solutions
• Develop, implement, and evaluate ITS Help Desk processes and practices to ensure both reliable and efficient IT support operations
• Develop and deliver training to ITS Help Desk Staff members on ITS Help Desk tools, processes, and practices
• Assist with interviewing, hiring, evaluating, and training the Help Desk staff and student assistants
• Other Duties as assigned

Required Qualifications

• Experience with working in a customer service focused environment
• Extensive experience with IT event support, including configuring and supporting video conferencing technologies (Zoom, MS Teams, etc.)
• Familiarity with common software suites, their deployment, and operation
• Experience with leading a team in a dynamic, fast paced, working environment
• Must have the ability to lift 25 lbs. and either have a valid NJ driver's license or the ability to obtain one

NOTE: Applicants must meet one of the following or a combination of both experience and education. Thirty (30) semester hour credits are equal to one (1) year of relevant experience.

• Eight (8) years of professional experience in computer operations, system analysis, and programming, providing technical support and/or data processing
• Possession of a Bachelor's degree from an accredited college or university; and four (4) years of the above-mentioned professional experience
• Possession of a Master's degree; and three (3) years of the above-mentioned professional experience
• A Ph.D or Ed.D degree; and two (2) years of the above-mentioned professional experience

NOTE: "Professional experience" refers to work that is creative, analytical, evaluative, and interpretive; requires a range and depth of specialized knowledge of the profession's principles, concepts, theories, and practices; and is performed with the authority to act according to one's own judgement and make accurate and informed decisions.
Preferred Qualifications:

• Ability to advise and train University faculty, staff, and students on IT related software and
  services.
• Must be able to collect, interpret, and analyze statistical data related to University IT
  operations.
• Experience with Microsoft Administrative Technologies and workstation deployment (ex: Windows Server, Active Directory, Azure, Intune, SCCM, PowerShell, etc.).
• Possess, or have the ability, to gain the industry recognized certification for hardware and software, CompTIA A+, within 90 days after the start of employment.

Screening Information:
How to Apply:
To apply please visit https://employment.stockton.edu or click the "Apply" button.
SAME APPLICANTS: If you are applying under the NJ "SAME" program, your supporting documents (Schedule A or B), must be submitted along with your resume by the closing date indicated above. For more information on the SAME Program visit their Website at: https://nj.gov/csc/same/overview/index.shtml , email: CSC-Same@csc.nj.gov, or call 609-292-4144, option 3.
Only electronic documents will be accepted. Please complete the online application and include three professional references in addition to the following required documents. All required documents (Microsoft Word of PDF) must be submitted in order for your application to move forward.

• A letter of interest describing qualifications and accomplishments
• Current resume or curriculum vitae

#SU

Apply Here: https://www.click2apply.net/8Mape1iDVYKRMCon6urqDn
PI236100715