Help Desk Coordinator, Waukesha
- Employer
- Carroll University
- Location
- Wisconsin, United States
- Salary
- Salary Not specified
- Date posted
- Jul 26, 2021
View more
- Position Type
- Administrative, Business & Administrative Affairs, Computer Services & Information Technology
- Employment Level
- Administrative
- Employment Type
- Full Time
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Help Desk Coordinator, Waukesha
General Information
- Job Title:Help Desk Coordinator
- Location:
- 100 N East Ave
- Waukesha, WI, 53186
- United States
- Employee Type:Support Staff
- Job Category:Office of Information Technology, Staff
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.
- Experience providing end-user training preferred.
- 3-5 years of experience working in educational environment preferred.
- 3 years of supervisory experience
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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