Help Desk Supervisor

Colorado, United States
$55,000.00 - $58,000.00
Jul 13, 2021
Employment Level
Employment Type
Full Time

Position Summary 

The Help Desk Supervisor is a member of the Technology Support Services (TSS) team in the Information Technology department. The Help Desk Supervisor position is primarily responsible for ensuring an outstanding level of customer service at the Help Desk and supervising three Help Desk staff as well as Student workers. Supervisory duties may include determining student personnel requirements, setting schedules and ensuring that those under their direction have adequate resources to complete their jobs.   


The Help Desk Supervisor will also provide technical support including answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines. This individual will work closely with the campus customer base, outside vendors, public patrons, and other IT teams to develop, coordinate, integrate, implement, and support technology solutions throughout the College.    

Minimum Qualifications 

  • Graduation from an accredited college or university in a related field of study AND three years of relevant work experience.   Three years of closely related work experience may substitute for an Associate’s degree.  
  • Technically fluent in desktop operating systems, both Windows and Macintosh  
  • Technically fluent in Microsoft Office products  
  • Hands-on software and hardware troubleshooting experience  
  • Ability to effectively communicate over the phone, email and chat  
  • Ability to produce written technical documentation in a user-friendly format  
  • Experience with the supervision of fulltime employees  
  • Experience working in a team-oriented, collaborative environment  


Preferred Qualifications 

  • Experience with Footprints incident and problem manager or similar ticketing system  
  • Experience in a higher education help desk setting  
  • Experience providing remote user support with Bomgar or a similar tool  
  • Experience with Packet Fence or similar network access control  

 Major Responsibilities 

  • Supervise the Help Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.  
  • Administer the IT ticketing system. Use the ticketing system to gather and analyze metrics to benchmark the Help Desk workload/performance and identify trends in issues.  
  • Work within the campus community to promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.  
  • Train Help Desk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested. Identify and learn appropriate software and hardware used and supported by the organization.  
  • Ensure that Help Desk staff provides timely and considerate customer service to end users by fielding calls and resolving technical issues. Assist all office staff and instructors, both in person, via email and on the phone.  
  • Responsible for supervising the computer labs. Duties include, ensuring a clean and welcoming appearance, scheduling student lab monitors and working the rest of the TSS to image, update and maintain the lab workstations.     
  • Field incoming help requests from end users via both telephone and e-mail in a courteous manner.  
  • Document all pertinent end user identification information; including name, department, contact information, and details about the nature of problem or issue.  
  • Prioritize and schedule problems. Escalate problems (when required) to the appropriate team in Information Technology.  
  • Record, track, and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.  
  • Clearly communicate technical solutions in a user-friendly, professional manner.  
  • Evaluate documented resolutions and help contribute to the Knowledge Base.  
  • Develop help sheets, self-service documentation, and frequently asked questions lists for end users.  
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.  
  • Use common technical resources to research solutions and aid in problem resolution.  
  • Perform hands-on fixes at the desktop level; including installing and upgrading software, installing hardware, configuring systems and applications.  
  • Install software/hardware products for end users as required.  
  • Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.  
  • Test fixes to ensure that a problem has been adequately resolved.  
  • Perform post-resolution follow-up to help requests.  
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.  
  • Supervise and mentor student staff in the Help Desk and the Labs.  
  • Help manage and configure the ticketing system.  
  • Demonstrates a commitment to diversity, equity, inclusion, and student success, as well as working with broadly diverse communities  
  • Maintains knowledge and awareness of digital accessibility including the American with Disabilities Act and Section 508.  
  • Produces and remediates digitally accessible materials in accordance with FLC standards.  
  • Perform other duties as assigned  

Work Conditions 

The work environment characteristics described here are representative of those that an employee can expect while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

  • Moderate noise (i.e. business office with computers, phone, and printers, light traffic).  
  • Ability to work in a confined area.  
  • Ability to sit at a computer terminal for an extended period of time.  
  • Frequent walking around campus  




Salary is $55,000 to $58,000 plus a comprehensive benefits package.  

Application Process 
A complete application packet includes: 

  • Cover letter addressing interest and qualifications for position 
  • Include details regarding how your personal and professional experiences allow you to encourage a learning environment grounded in equity and inclusion.  “How do you envision contributing to Fort Lewis College’s commitment to equity and inclusion?” 
  • Resume 
  • Names and contact information for three current, professional references 

Submit materials as one PDF file via email to: 



Application materials received by August 8, 2021, will receive full consideration. 

Position will remain open until filled. 


The successful candidate will be required to submit original, official college transcripts,  

and pass a background check. 


The College and the Community  

Fort Lewis College, a public institution located in Durango, Colorado, offers degree programs in arts, business, education, health fields, humanities, social and natural sciences, and teacher education. Our inspiring mountain campus is located atop a scenic mesa overlooking historic Durango and situated between the San Juan Mountains and the desert Southwest. We are committed to accessible and high-quality baccalaureate education, and our hallmarks are remarkably close relationships between students and faculty, the freedom of intellectual exploration, and the challenge of experiential learning. Our 3,300 students come from 48 states, 17 countries, with 36% Native American and Alaska Native backgrounds, and 11% Hispanic backgrounds. Durango is a thriving multicultural community of 18,500 set along the beautiful Animas River Valley. Averaging 300 sunny days per year, the community is known for its outdoor lifestyle and friendly, festive atmosphere. Durango is also the cultural and economic hub of the Four Corners region, rich in dining, shopping, and entertainment, and linked with airline service to hubs in Denver, Phoenix, and Dallas. 


Equal Opportunity   

Fort Lewis College does not discriminate on the basis of race, age, color, religion, national origin, sex*, disability, sexual orientation, gender identity, gender expression, family or domestic status, political beliefs, veteran status, pregnancy, or genetic information. Accordingly, equal opportunity for employment shall be extended to all persons. The College shall promote equal opportunity, equal treatment, and affirmative action efforts to increase the diversity of students, faculty, and staff. The College is dedicated to building a culturally diverse and pluralistic faculty and staff committed to teaching and working in a multicultural environment.  

To file a report, get resources, read policies, or make an appointment, See  

Questions about Title IX sex discrimination?  

Office of the Title 9 Coordinator  

Molly Wieser  

230 Skyhawk Station  

1000 Rim Drive  

Durango, Colorado 81301  

(970) 247-7241  

Other discrimination questions?   

Office of the Equal Opportunity Coordinator  

David Pirrone  

192 Education Business Hall  

1000 Rim Drive  

Durango, Colorado 81301  

(970) 247-7182  

Information about Fort Lewis College’s alcohol and drug policy, sexual assault policy, campus security policies, campus crime statistics, fire safety procedures and fire statistics, and campus/community resources can be found in the Annual Security and Fire Safety Report. Hard copies are available upon request. 


  * Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibit discrimination on the basis of sex, including in admission and employment. Inquiries about the application of Title IX and CFR 106 to Fort Lewis College may be directed to FLC's Title IX Coordinator and/or to the Assistant Secretary for Civil Rights of the Department of Education.  


ADAA Accommodations  

Any person with a disability as defined by the ADA Amendments Act of 2008 (ADAAA) may be provided a reasonable accommodation upon request to enable the person to complete an employment assessment. To request an accommodation, please contact Kristin Polens by phone 970-247-7459 or email at least five business days before the assessment date to allow us to evaluate your request and prepare for the accommodation. You may be asked to provide additional information, including medical documentation, regarding functional limitations and type of accommodation needed. Please ensure that you have this information available well in advance of the assessment date. 

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