[27818] in resnet
Job Posting - HelpDesk Supervisor (Baldwin Wallace University)
daemon@ATHENA.MIT.EDU (Melissa Bauer)
Fri Jul 13 08:06:20 2012
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Message-ID: <F37137E430E45A4C823C5038E49E7C87240A94EA@KEPLER.bw.edu>
Date: Thu, 12 Jul 2012 20:43:12 +0000
Reply-To: Resnet Forum <RESNET-L@listserv.nd.edu>
From: Melissa Bauer <MBauer@BW.EDU>
To: RESNET-L@listserv.nd.edu
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Help Desk Supervisor
Baldwin Wallace University
Berea, Ohio
www.bw.edu
Department/Division: Information Technology
Classification: L2 - Technical Analyst S=
pecialist
Minimum Starting Salary: $35,708.00 per year
Status: Full-time, exempt, r=
eplacement
Schedule: M-F, 7:30 a.m. to 4:00=
p.m.
Job Summary: Supervisor and principle analyst for the IT HelpDesk, ensurin=
g that responsive and effective customer care service is delivered to all c=
ampus end-users. Responsible for proactive planning, the ticketing softwar=
e/system, the comprehensive knowledge base, and coordination with the co-ma=
naged partner organization. Supervises and trains HelpDesk technical suppo=
rt staff personnel. This position is located at 20 Beech Street and report=
s to the Manager of User Services.
Essential Functions and Responsibilities: The following outlines the essen=
tial functions of the position and is not to be considered a detailed descr=
iption of all duties inherent in the position.
* Oversee daily operation of the IT HelpDesk
* Deliver effective IT HelpDesk services to faculty, staff, and stud=
ents that ensures outstanding customer satisfaction
* Act as the primary liaison with the 24/7 co-managed HelpDesk partn=
er agency to provide smooth daily transitions of service, maintain high lev=
els of effective communication, and establish efficient procedures optimal =
for seamless service
* Design workflows for the call center to effectively manage and rou=
te calls.
* Determine policies, processes and procedures related to identifyin=
g, prioritizing, monitoring, tracking, and resolving service requests
* Monitor trouble tickets, evoke escalation procedures, involve othe=
r IT staff members (or designated outside support providers) when required,=
and provide follow-up with assigned personnel to verify that a successful =
resolution was achieved
* Customize ticketing system database, create special audience queue=
s, develop new functions, design process improvements, and implement theori=
es
* Create and delete user accounts and manage user access control, ba=
sed on established policies
* Query and analyze metrics to identify trends, monitor timeframes f=
or problem resolution, and survey user satisfaction to improve service leve=
ls
* Prepare clear and accurate statistical reports on a daily, weekly,=
and monthly basis, for the Manager of User Services and/or CIO
* Create and maintain a comprehensive Knowledge Base of user documen=
tation both for internal (IT) standards, policies, and operational procedur=
es, as well as for the campus community to readily access self-help resourc=
es
* Supervise, train, coach, and mentor HelpDesk Analyst(s) and studen=
t assistants, including the design and implementation of an IT Student Cons=
ultant training program
* Monitor critical email issues during off-hours, acting on trouble =
or service outage situations
* Provide on-call support, when needed, and staffing for special eve=
nts (Weekend of Welcome, new student orientations, etc.)
* Maintain current technical knowledge and proficiency in supported =
areas of service: microcomputer hardware & peripherals, productivity-based =
applications (word processing, spreadsheet, presentation, database, etc.) a=
nd OS environments for both PC and Mac
* Remain knowledgeable about current HelpDesk issues and practices v=
ia publications, list servs, and conferences
* Other jobs as assigned by the Manager of User Services and/or the =
CIO
Qualifications:
* Bachelor's degree in computer science (preferred), computer inform=
ation systems, or a related field
* 5+ years computer help desk experience interfacing with end-users =
to trouble-shoot technology problems
* 3+ years progressively responsible experience managing a computer=
help desk
* Exceptional customer-service orientation
* Exceptional interpersonal communication skills in speaking, listen=
ing, and questioning, including the use of tact, diplomacy, and courtesy
* Current knowledge of computer hardware and software diagnostics, c=
lient-server technology, and mobile platforms
* Strong writing proficiency for creating end-user documentation and=
business communications
* Ability to effectively prioritize issues, set goals, and develop a=
ction plans
* Ability to conduct research, query data, identify trends, and desi=
gn solutions
* Detail oriented with proven analytical and problem-solving abiliti=
es
* Familiarity with Blackboard LMS (preferred)
* Experience or certification in Project Management (desirable)
* Ability to work effectively and maintain good relationships with p=
eople at all levels of a diverse organization
* Must successfully complete background check
Working Conditions and Physical Effort:
Work is normally performed in a typical interior/office work environment. =
No or very limited physical effort required. No or very limited exposure t=
o physical risk.
Compensation:
A competitive salary plus a comprehensive benefits package that includes af=
fordable health and dental insurance, 12 days paid sick leave, 4 weeks paid=
vacation, 14-15 paid -holidays, university-paid long and short-term disabi=
lity insurance, 403 (b) retirement plan, university-paid life insurance and=
tuition remission benefits for employee and family.
Application Procedures:
The application deadline is July 20, 2012. Send resume, cover letter and =
contact information for three professional references in one (1) Word docum=
ent or one (1) PDF and submit via the To Apply link on HR's Current Job Ope=
nings web page. http://www.bw.edu/resources/hr/jobs
Baldwin Wallace University is an EEO/AA employer and educator. At BW, we s=
upport and encourage diversity in a variety of forms. We value and apprecia=
te inclusive excellence in the classroom, within extracurricular activities=
, and as we engage our community partners. Learn more at Diversity Affairs=
- http://www.bw.edu/quickfacts/diversity/
___________________________________________________
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<p class=3D"MsoNormal" align=3D"center" style=3D"text-align:center"><b><spa=
n style=3D"font-size:14.0pt">Help Desk Supervisor<o:p></o:p></span></b></p>
<p class=3D"MsoNormal" align=3D"center" style=3D"text-align:center"><b><spa=
n style=3D"font-size:11.0pt;font-family:"Calibri","sans-seri=
f"">Baldwin Wallace University<o:p></o:p></span></b></p>
<p class=3D"MsoNormal" align=3D"center" style=3D"text-align:center"><b><spa=
n style=3D"font-size:11.0pt;font-family:"Calibri","sans-seri=
f"">Berea, Ohio<o:p></o:p></span></b></p>
<p class=3D"MsoNormal" align=3D"center" style=3D"text-align:center"><b><spa=
n style=3D"font-size:11.0pt;font-family:"Calibri","sans-seri=
f"">www.bw.edu<o:p></o:p></span></b></p>
<p class=3D"MsoNormal"><b><o:p> </o:p></b></p>
<p class=3D"MsoNormal"><b>Department/Division:  =
; &n=
bsp; </b>Information Technology<b>  =
;
<o:p></o:p></b></p>
<p class=3D"MsoNormal"><b>Classification: &nbs=
p; &=
nbsp; &nbs=
p; </b>L2 – Technical Analyst Specialist<b>&n=
bsp;
<o:p></o:p></b></p>
<p class=3D"MsoNormal"><b><u>Minimum</u> Starting Salary: =
</b>$35,=
708.00 per year<o:p></o:p></p>
<p class=3D"MsoNormal"><b>Status: =
&nb=
sp; =
&nb=
sp; </b>
Full-time, exempt, replacement<o:p></o:p></p>
<p class=3D"MsoNormal"><b>Schedule: &nbs=
p; &=
nbsp; &nbs=
p; </b>
M-F, 7:30 a.m. to 4:00 p.m.<o:p></o:p></p>
<h2 style=3D"mso-margin-top-alt:12.0pt;margin-right:0in;margin-bottom:3.0pt=
;margin-left:0in">
<span style=3D"font-size:12.0pt">Job Summary:</span><span style=3D"font-siz=
e:12.0pt;font-weight:normal"> Supervisor and principle analyst for th=
e IT HelpDesk, ensuring that responsive and effective customer care service=
is delivered to all campus end-users. Responsible
for proactive planning, the ticketing software/system, the comprehensive k=
nowledge base, and coordination with the co-managed partner organization.&n=
bsp; Supervises and trains HelpDesk technical support staff personnel. =
; This position is located at 20 Beech Street
and reports to the Manager of User Services.<o:p></o:p></span></h2>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal"><b>Essential Functions and Responsibilities: <=
/b>The following outlines the essential functions of the position and is no=
t to be considered a detailed description of all duties inherent in the pos=
ition.<o:p></o:p></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Oversee daily operation of the IT HelpDesk<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Deliver effective IT HelpDesk services to faculty, staff, and students that=
ensures outstanding customer satisfaction<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Act as the primary liaison with the 24/7 co-managed HelpDesk partner agency=
to provide smooth daily transitions of service, maintain high levels of ef=
fective communication, and establish efficient procedures optimal for seaml=
ess service<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Design workflows for the call center to effectively manage and route calls.=
<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Determine policies, processes and procedures related to identifying, priori=
tizing, monitoring, tracking, and resolving service requests<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Monitor trouble tickets, evoke escalation procedures, involve other IT staf=
f members (or designated outside support providers) when required, and prov=
ide follow-up with assigned personnel to verify that a successful resolutio=
n was achieved
<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Customize ticketing system database, create special audience queues, develo=
p new functions, design process improvements, and implement theories<o:p></=
o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Create and delete user accounts and manage user access control, based on es=
tablished policies<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Query and analyze metrics to identify trends, monitor timeframes for proble=
m resolution, and survey user satisfaction to improve service levels<o:p></=
o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Prepare clear and accurate statistical reports on a daily, weekly, and mont=
hly basis, for the Manager of User Services and/or CIO<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Create and maintain a comprehensive Knowledge Base of user documentation bo=
th for internal (IT) standards, policies, and operational procedures, as we=
ll as for the campus community to readily access self-help resources<o:p></=
o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Supervise, train, coach, and mentor HelpDesk Analyst(s) and student assista=
nts, including the design and implementation of an IT Student Consultant tr=
aining program<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Monitor critical email issues during off-hours, acting on trouble or servic=
e outage situations<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Provide on-call support, when needed, and staffing for special events (Week=
end of Welcome, new student orientations, etc.)<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Maintain current technical knowledge and proficiency in supported areas of =
service: microcomputer hardware & peripherals, productivity-based appli=
cations (word processing, spreadsheet, presentation, database, etc.) and OS=
environments for both PC and Mac<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Remain knowledgeable about current HelpDesk issues and practices via public=
ations, list servs, and conferences<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Other jobs as assigned by the Manager of User Services and/or the CIO<o:p><=
/o:p></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal"><b>Qualifications: <o:p></o:p></b></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>Bachelor’s degree in computer science (preferred), computer in=
formation systems, or a related field<o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>5+ years computer help desk experience interfacing with end-user=
s to trouble-shoot technology problems<o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>3+ years progressively responsible experience managing a c=
omputer help desk<o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>Exceptional customer-service orientation<o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>Exceptional interpersonal communication skills in speaking, listenin=
g, and questioning, including the use of tact, diplomacy, and courtesy<o:p>=
</o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>Current knowledge of computer hardware and software diagnostics, cli=
ent-server technology, and mobile platforms<o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>Strong writing proficiency for creating end-user documentation and b=
usiness communications<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Ability to effectively prioritize issues, set goals, and develop action pla=
ns<o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>Ability to conduct research, query data, identify trends, and design=
solutions<o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>Detail oriented with proven analytical and problem-solving abilities=
<o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>Familiarity with Blackboard LMS (preferred) <o:p></o:p></p>
<p class=3D"MsoNormal" style=3D"margin-left:.25in;text-indent:-.25in"><span=
style=3D"font-family:Symbol">·</span><span style=3D"font-size:7.0pt=
">
</span>Experience or certification in Project Management (desirable)<o:p></=
o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Ability to work effectively and maintain good relationships with people at =
all levels of a diverse organization<o:p></o:p></p>
<p class=3D"MsoBodyText" style=3D"mso-margin-top-alt:0in;margin-right:0in;m=
argin-bottom:0in;margin-left:.25in;margin-bottom:.0001pt;text-indent:-.25in=
">
<span style=3D"font-family:Symbol">·</span><span style=3D"font-size:=
7.0pt"> </span>
Must successfully complete background check<o:p></o:p></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal"><b>Working Conditions and Physical Effort: <o:=
p></o:p></b></p>
<p class=3D"MsoNormal"><b><o:p> </o:p></b></p>
<p class=3D"MsoNormal">Work is normally performed in a typical interior/off=
ice work environment. No or very limited physical effort required.&nb=
sp; No or very limited exposure to physical risk.
<o:p></o:p></p>
<p class=3D"MsoNormal"><b><o:p> </o:p></b></p>
<p class=3D"MsoNormal"><b>Compensation:</b> <o:p></o:p></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal">A competitive salary plus a comprehensive benefits p=
ackage that includes affordable health and dental insurance, 12 days paid s=
ick leave, 4 weeks paid vacation, 14-15 paid -holidays, university-paid lon=
g and short-term disability insurance,
403 (b) retirement plan, university-paid life insurance and tuition remiss=
ion benefits for employee and family.<o:p></o:p></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"listparagraphCxSpFirst" style=3D"margin:0in;margin-bottom:.0001=
pt;mso-add-space:auto">
<b>Application Procedures:<o:p></o:p></b></p>
<p class=3D"listparagraphCxSpMiddle" style=3D"margin:0in;margin-bottom:.000=
1pt;mso-add-space:auto">
<b><o:p> </o:p></b></p>
<p class=3D"listparagraphCxSpLast" style=3D"margin:0in;margin-bottom:.0001p=
t;mso-add-space:auto">
The application deadline is July 20, 2012. Send resume, cover l=
etter and contact information for three professional references in one (1) =
Word document or one (1) PDF and submit via the
<i>To Apply</i> link on HR’s Current Job Openings web page. <a =
href=3D"http://www.bw.edu/resources/hr/jobs">
<span style=3D"color:purple">http://www.bw.edu/resources/hr/jobs</span></a>=
<o:p></o:p></p>
<p class=3D"MsoNormal"><o:p> </o:p></p>
<p class=3D"MsoNormal" align=3D"center" style=3D"text-align:center"><b>Bald=
win Wallace University is an EEO/AA employer and educator. At BW, we =
support and encourage diversity in a variety of forms. We value and appreci=
ate inclusive excellence in the classroom,
within extracurricular activities, and as we engage our community partners=
. Learn more at Diversity Affairs -
</b><a href=3D"http://www.bw.edu/quickfacts/diversity/" title=3D"http://www=
.bw.edu/quickfacts/diversity/">http://www.bw.edu/quickfacts/diversity/</a><=
o:p></o:p></p>
</div>
</body>
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