It Help Desk Team Lead

The Cleveland Institute of Art invites applications to apply for the full-time IT Help Desk Team Lead position. This role provides fast and useful technical assistance on computer systems. Reporting to the Technical Services Manager, the IT Help Desk Team Lead will serve as the first point of contact for students, faculty, and staff seeking technical assistance over the phone, email or in person. The IT Help Desk Team Lead is responsible for preforming remote troubleshooting through diagnostic techniques and by asking pertinent questions so, it is necessary that candidates have knowledge of general tech support troubleshooting methodology. This position is directly responsible for the management of work study students and a large component of this role would be helping with work study students which include, but is not limited to, scheduling work study shifts, approving time cards, recruiting and hiring work study students, and onboarding new work study students. This position is entrusted to provide training opportunities in service and support for the members of the CIA community.

An excellent IT Help Desk Team Lead must have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution. In this position you will be equally responsible for helping with deploying and integrating systems across CIA labs, classrooms, and offices across campus. Candidates must be customer service oriented and patient as you will be speaking with and helping various CIA community member. We are looking for an individual who possesses strong supervisory skills to help manage and supervise student workers. This position requires someone who has solid organizational skill, time management, as well as project management to be able to move between day-to-day tasks and organize workloads as they are given.

One to two years of experience in a similar position, preferably in an academic environment is required or one-year experience with education. Training in areas of Apple and PC hardware, software and networking is required. We require candidates to have knowledge of macOS, iOS and iPadOS. It is imperative that candidates also have knowledge in Microsoft Windows and Microsoft Office Products. Due to this role managing the ticketing que and assisting with ticketing assignment, we are looking for an individual who has knowledge of support ticketing systems.

We encourage applications from members of groups that have been marginalized or underrepresented in art and higher education and who will contribute to the breadth and diversity of our community.

This is a full-time non-exempt position. Compensation is commensurate with experience and qualifications. Cleveland Institute of Art offers a benefit package including; vacation, sick, personal time accrual as well as additional time off while the college is closed during winter break; health and dental insurance, life and disability insurance, 403B retirement contribution, tuition remission, free campus parking, and inter-museum council discounts.

The Cleveland Institute of Art is one of the nation's leading accredited independent colleges of art and design. Since 1882, the college has been an educational cornerstone in Cleveland, Ohio, producing graduates competitive as studio artists, designers, photographers, contemporary craftspeople, and educators. With approximately 600 students, CIA offers a personal educational experience with the benefits of a larger institution. Students choose from 13 majors and live and work in Cleveland’s University Circle, one of the country’s most unique cultural centers – recently named by USA Today as the “Best Arts District” in the country.

The mission of CIA is to cultivate creative leaders who inspire people, strengthen communities, and contribute to a thriving and sustainable economy through an innovative education in art and design. Visit our website at: www.cia.edu

Please direct any questions regarding this notice to Human Resources at hr@cia.edu.