Help Desk Coordinator, Waukesha

Position Type: Administrative, Business & Administrative Affairs, Computer Services & Information Technology
Employment Level: Administrative
Employment Type: Full Time

Help Desk Coordinator, Waukesha

General Information

Description
Responsibilities:

Responsible for scheduling student and OIT staff to ensure the staffing of the Help Desk.
Manage day to day operations of the OIT Help Desk.
Create, document, and maintain help desk policies and procedures designed to assure a competent and professional experience for OIT clients.
Select, train, and supervise OIT student employees.
Create and maintain OIT documentation and FAQ's.
Coordinate and oversee all open helpdesk tickets to ensure a timely resolution and escalation as well as log and prioritize tickets based on impact and urgency of the incidents reported.
Generate weekly, monthly, quarterly and yearly helpdesk service reports.
Serve as the administrator for help desk software.
Communicate with the campus community to ensure a high level of communications for new campus technology projects.
Manage OIT social media account, OIT website and campus groups portal pages.
Work closely with IT staff to address complicated support issues.
Receive and support requests through various channels including phone, chat (if continuing to use LiveChat), email, and employee self-service.
Provide remote IT support for quick resolutions to software, OS, telecom, and network related issues for both managed and student personal devices.
Investigate, diagnose, and resolve incidents as the first point of contact for OIT.
Perform other duties as assigned.

Education and/or Experience:

Bachelors of Science degree required; degree in computer science or information technology strongly preferred.
3-5 years of Help Desk or customer service experience required.
Experience providing one-on-one technology support to end users required.

Technology Skills:

Excellent desktop computer skills dealing with end user issues. Including but not limited to Microsoft Windows, Mac OS, Office 2010 and 2013.
Ability to diagnose technology related problems required.
Ability to perform minor repairs on computers and printers preferred.
Experience working in an Active Directory environment preferred.
Proficiency using common Windows utilities preferred.
Technology training skills a plus.
Knowledge of TeamDynamix or similar ticketing system is a plus.

Human Relations Skills:

Excellent verbal and written skills a must, including developing and making presentations.
Excellent customer service skills.
Effective ability to maintain a working relationship with a diverse group of colleagues and end users.
Must be committed to a team approach.

Candidates must be willing and able to support and advance the http://www.carrollu.edu/about/missionstatement.asp/a">University mission.

To apply, please visit: https://secure4.saashr.com/ta/6153588.careers?showjob=419754240

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