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Form of work"Para la gente, y el futuro! For the people, and the future!"
2022 Higher Education Excellence in Diversity (HEED) award recipient from INSIGHT into Diversity
The Help Desk Manager oversees the delivery of student, faculty, and staff computer support needs. Responsible for the development and implementation of technical support processes and procedures, creation and publication of Help Desk materials and documentation, and design and implementation of reports to measure the performance of IT support staff. The Help Desk Manager also provides primary support for all college user software, including Windows, Office 365, Leo, Zoom, Panopto, and Examsoft/Examplify. This position provides support for students and staff on-board and off-board processing.
Essential Duties and Responsibilities:
Other skills important to this position:
Minimum Qualifications and Experience:
Note: Applicants must currently be authorized to lawfully work in the United States on a full-time basis.
Applications will be accepted until the position is filled; however, a review of resumes is scheduled to begin immediately. Salary is commensurate with experience. EOE.
Applications should be submitted by electronic submission to the Burrell College of Osteopathic Medicine Office of Human Resources, see the link below or visit the Work Opportunities page on the Burrell website.
https://burrell.edu/administrative-services/human-resources/work-opportunities/
Burrell College of Osteopathic Medicine is an equal-opportunity employer
and values diversity in our faculty and staff as an important aspect of the educational process.
BCOM encourages individuals with varied backgrounds and experiences to apply.
2022 Higher Education Excellence in Diversity (HEED) award recipient from INSIGHT into Diversity
The Help Desk Manager oversees the delivery of student, faculty, and staff computer support needs. Responsible for the development and implementation of technical support processes and procedures, creation and publication of Help Desk materials and documentation, and design and implementation of reports to measure the performance of IT support staff. The Help Desk Manager also provides primary support for all college user software, including Windows, Office 365, Leo, Zoom, Panopto, and Examsoft/Examplify. This position provides support for students and staff on-board and off-board processing.
- This position is exempt.
- This position reports to the Director of Information Systems and Services.
Essential Duties and Responsibilities:
- Create an excellent client support experience for all students, faculty, staff, and visitors, including a drop-in Help Desk; respond to user requests for service, troubleshoot problems, and help develop solutions.
- Provide and manage online and in-person tools for the management of Help Desk tickets, including submission, assignment, tracking, and follow-up.
- Assist with the setup of instructional presentations and recordings.
- Record activities, solutions, and other responses to requests for service; provide metrics on Help Desk tickets as needed to management.
- Ensure the creation of appropriate Help Desk reference materials and communicate them to the user community; contribute to College IT technical documentation and participate in policy, procedure, and standards development.
- Provide Tier 1 support for all relevant user software, including Windows, Office 365, Leo, Panopto, medical education specialty software, and electronic resources; develop and provide user training for basic hardware and software used.
- Support PC hardware components, desktop operating system software, and application software
- Perform minor repairs to equipment and arrange for other servicing needs.
- Monitor antivirus software and operating system updates and repair computers infected with spyware, adware, and/or viruses.
- Provision new workstations as needed.
- Assist with the management of the Microsoft SCCM and InTune systems.
- Manage technical support staff including work assignments.
- Manage 3rd party repair and warranty services for end-user devices.
- Assist with staff and student onboarding and off-boarding.
- Assist in other IT support areas as needed.
- Perform other duties as assigned.
Other skills important to this position:
- Possess interpersonal skills with diverse populations, in person, on the telephone, or through e-mail.
- Ability to troubleshoot and maintain building network and central computer systems.
- Good working knowledge skills with Microsoft Office Products, Microsoft Visio, and Microsoft Projects.
- Demonstrated experience with educational session recording and setup. Ability to use 3rd party resources as appropriate for diagnostic and repair services.
- Ability to work with a team.
- Must be able to lift and carry a minimum of 40 pounds.
Minimum Qualifications and Experience:
- Education: Bachelor's degree and one year of related experience, or Associate's Degree in a technical field from an accredited institution and three years of related experience.
- Experience: Experience in user support delivery in combination with education to equal a total of five years; supervisory experience preferred.
Note: Applicants must currently be authorized to lawfully work in the United States on a full-time basis.
Applications will be accepted until the position is filled; however, a review of resumes is scheduled to begin immediately. Salary is commensurate with experience. EOE.
Applications should be submitted by electronic submission to the Burrell College of Osteopathic Medicine Office of Human Resources, see the link below or visit the Work Opportunities page on the Burrell website.
https://burrell.edu/administrative-services/human-resources/work-opportunities/
Burrell College of Osteopathic Medicine is an equal-opportunity employer
and values diversity in our faculty and staff as an important aspect of the educational process.
BCOM encourages individuals with varied backgrounds and experiences to apply.
