Help Desk Administrator and Student Manager

Provides leadership to the Library and Information Technology Services ( LITS) Help Desk. Ensures reliable, courteous and timely technical support services to the college community. Drives resolution, escalation, communication and customer satisfaction. Provides appropriate support for student Help Desk technicians, including hiring, training, supervision and mentoring. The position supports LITS in creating an accessible, supportive environment of an educational experience that recognizes diversity and cultural competence as integral components of academic excellence.

Responsibilities:

• Supervises, evaluates, and supports development of the student Help Desk team.
  • drives individual and team performance through regular feedback and mentoring;
  • designs and publishes work schedules to ensure uninterrupted service coverage;
  • reviews Help Desk student employee goals, performance and job descriptions annually;
  • provides Help Desk student employees with training, feedback sessions and advancement opportunities;
• Oversees and provides all day-to-day aspects of help desk services.
  • monitors the lifecycle of Help Desk queue tickets assigned to student team;
  • makes day to day decisions on help desk operations, ticket prioritization/escalation, customer communication/satisfaction and staff allocation;
  • provides phone, walk-in and on-site technical support as needed;
  • serves as intermediate escalation point for issues as needed;
  • authors and/or edits support documentation as needed;
  • regularly reviews help desk metrics and customer feedback with the Associate Director, for purposes of improving customer experience and optimizing service.
  • serves as team lead for Information Technology Service Management (ITSM) system.
  • Continually coordinates and collaborates with all LITs areas to sustain a working knowledge of infrastructure technologies and services.
• Oversees identity management systems (eg, account onboarding/offboarding, Duo MFA)
• Collaborates with LITS leaders to identify and resolve issues regarding the ability of LITS to provide technology support at Hamilton.
• Other duties as assigned.

• Bachelor’s Degree or equivalent education and experience.
• 1-3 years’ experience in a technical support supervisory role. Prior working experience in a higher educational help desk environment preferred.
• Experience providing in-person and remote support for Macintosh and Windows operating systems and mobile device operating systems.
• Relevant certifications (HDI, CompTIA) a plus.

Knowledge, Skills & Abilities:

• Prior experience managing and training staff.
• Excellent customer service and communication skills; able to patiently and effectively convey technical concepts to customers who may lack technical savvy.
• Treats peers and customers with understanding and respect at all times.
• Able to effectively collaborate with colleagues in a manner that reflects positively upon LITS.
• Self-directed and able to effectively manage time.
• Strong analytical skills and attention to detail. Able to draw reasonable conclusions from limited data.
• Able to work effectively and flexibly in an interrupt-driven environment.
• Promotes compliance with LITS policies and procedures in a constructive manner.
• Maintains skill sets sufficient to effectively serve as 2nd-tier Help Desk support.
• Intermediate to advanced knowledge of LITS-supported hardware and software, including but not limited to: current Mac and Windows OS, Google Workspace, Microsoft Office, web browser and Android/iOS-based technologies.
• Takes advantage of relevant professional development opportunities when offered.
• Demonstrated commitment to diversity, equity, and inclusion with an understanding of the contributions a diverse workforce brings to the workplace.

Please submit a cover letter, resume and contact information for three professional references. Consideration of candidates will begin immediately and continue until the position is filled.