User Services Consultant, Manager of Help Desk and Equipment Desk

Oregon, United States
Salary Not specified
Sep 24, 2020
Employment Level
Employment Type
Full Time

User Services Consultant, Manager of Help Desk and Equipment Desk

Posting Number: R0003257
Location: Salem Campus

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Please read the following carefully before beginning the online application process.

To be considered for employment at Willamette University, please complete our online employment application. Your application and all required attachments -- listed at the bottom of the page -- must be submitted for each individual job post that you are interested in applying for. If there is an application deadline, please ensure that your application is submitted by the deadline. Once you submit your application you will not be able to edit your application.

Position Summary:
The User Services Consultant/Manager of Help Desk and Equipment Desk is primarily responsible for providing centralized technology support services and assistance to university faculty, staff and students. Tasks of this position include managing the Help Desk, the Equipment Desk and a team of student employees while maintaining a positive, developmental environment for students to improve their skills in troubleshooting, technology support, and customer service. The incumbent is also responsible for producing both print and web-based user support materials and for providing timely communication to the Willamette community about urgent technology concerns.

Reasonable Accommodations Statement
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.

Job Responsibilities:
  • Manages and operates the Help Desk and other public-facing support areas. The Help Desk provides phone, email, and walk-in assistance to all members of the university community with the use of technology, including computing hardware, software and networking and serves as an emergency backup for all other User Services staff.
  • Manages the Equipment Desk to provide circulating equipment, including computers, presentation technology, audio/video, and specialized equipment. Oversees the delivery, maintenance and support of circulating equipment to support classroom activities and events and check-out equipment provided to individuals for other uses.
  • Maintains the inventory of circulating equipment. Stays up-to-date with current hardware developments and orders appropriate new equipment as required.
  • Hires, manages, trains and schedules student assistants who provide Help Desk and other support services from multiple locations across campus.
  • Establishes operational policies and procedures for the Help Desk and the Equipment Desk.
  • Defines and builds a positive work culture for the Help Desk and Equipment Desk, ensuring that it is a desirable and educational environment for students, while providing optimal service to the Willamette community.
  • Coordinates with cross-functional teams to assess needs and develop strategies for providing IT service and support.
  • Creates and maintains the Help Desk web pages and promotional materials. Reviews the WITS web site for content accuracy and usefulness. Creates and maintains web materials as time and experience allow.
  • Manages technical support for events.
  • Manages the overall performance of the Help Desk and Equipment Desk by establishing and monitoring metrics and taking appropriate action to improve services.
  • Serves as a member of the WITS User Services group.
  • Continually seeks opportunities to proactively improve the computing environment at Willamette University.

Minimum Qualifications:
  • Any combination of education, training or experience that provides the knowledge, skills and abilities required to perform the essential functions of the position.
  • Minimum of two years of experience working user services in a networked computing environment.
  • Demonstrated experience creating user documentation.
  • Demonstrated knowledge and experience in:
  • Consulting with users on various software, hardware and network problems.
  • Operation and trouble-shooting of computers, tablets, smart-phones and other peripheral devices.
  • Support of Microsoft and Apple operating systems.
  • Supporting users with applications including but not limited to Microsoft Office, Google Suite, and Adobe Creative Cloud applications.
  • Use and support of a Learning Management System (LMS)
  • Setup and operation of audio-visual technology (microphones and mixers, recording and streaming equipment, projectors, etc.)
  • Oversite and scheduling of part-time employees.
  • A proven customer service orientation with excellent interpersonal and communication skills.
  • Willingness to work with a broad range of educational technologies and to remain current in the field.
  • A proven ability to make technical issues understandable and an ability to match technical opportunities to University goals. Successful clearance of a criminal conviction record check.
  • Demonstrated commitment to equity with experience in providing support and advocacy for diverse communities.

Preferred Qualifications:
  • A bachelor's degree or two-year college degree plus four years of experience in a relevant field.
  • Experience supporting information technology in higher education.
  • Experience in development of instructional materials.
  • Experience programming in one or more modern computer language(s) and relevant experience beyond the minimum requirement.

All University positions require that candidates submit to a criminal conviction record check prior to hire. Conviction does not automatically preclude candidates from being hired. Nature of conviction will be considered relative to the duties of the position.

You will need to upload the following two documents as part of your application materials in the "My Experience" section labeled Resume:
  • Cover letter addressing the required/desired qualifications and presenting any other applicant characteristics which deserve emphasis
  • Current Resume

‚ÄčIncomplete applications will not be considered.

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Believing that diversity contributes to academic excellence and to rich and rewarding communities, WU is committed to recruiting and retaining a diverse faculty, staff and student body. We seek candidates, particularly those from historically under-represented groups, whose work furthers diversity and who bring to campus varied experiences, perspectives and backgrounds.