Help Desk Lead- W. P. Carey School of Business at ASU (70139BR)

Job Description

The W. P. Carey School of Business, Technology Services is seeking an energetic and self-motivated individual, to work on its Technology Services team. As the Help Desk Lead, you will help ensure excellent support to the faculty, staff, and students of the school by supervising a team of Tier 1 student workers who provide our first level of support to the school. You will be responsible for staffing and scheduling students to provide event, classroom, and technical support. Under the direction of the Manager of Support Services you will assist in training student workers to provide training and support in a large variety of scenarios. The Help Desk Lead mentors student employees and provides performance evaluation as well as monitors performance of the team and develops reports for management. A key job function will be managing escalations and ensuring issues are resolved in a timely manner. 

DAYS AND SCHEDULE: M-F; 1:00 PM to 10:00 PM

Essential Duties

• Receives, responds to and monitors status of work-order requests for technical assistance; updates ticket system to reflect activities performed and status of request to ensure timely completion of work order in accordance with established policy
• Configures both local and multi-platform personal computer systems, installing software and establishing connection to network(s) in accordance with specified standards
• Develops and applies standard computer images with authorized software to computers to ensure consistent configurations
• Removes computers from domain, cleans hardware by deleting profile and replaces in inventory Installs and/or replaces hardware and associated devices including, but not limited to: CD drives, network cards, hard-drives and removable disk drives; refers warranty hardware problems to vendor for resolution
• Via phone or in person troubleshoots hardware and software problems by performing a variety of diagnostic procedures to identify appropriate corrective measures
• Actively participates in deployment and relocation of computers and associated peripheral equipment
• Tests upgrades and/or patches to software prior to rollout; prepares report of findings
• Provides application assistance to end user as requested; replicates errors, re-sets computers and printers
• Connects individual and networked devices to computers; performs initial connectivity test to ensure proper connectivity
• Performs a variety of acceptance testing procedures of newly acquired hardware to ensure proper operations
• Maintains inventory of all loaned laptops, desktop and peripheral equipment and accessories; initiates requests for replacements to ensure availability in accordance with established policy and standards
• Traces and trouble-shoots network connectivity problems; notifies appropriate responsible unit(s) based on findings
• Provides consultation on both hardware and software purchases
• Completes and/or oversees the completion of security reviews as a part of the purchase of software and hardware
• Cross trains other areas on help desk related support issues
• Creates, updates, and maintains technical documentation for use within the group as well as outside entities. When necessary, provides data recovery on failed storage media
• May perform routine server administration for specific servers as requested

Minimum Qualifications

Bachelor's degree in Information Technology or closely related field and six (6) years experience providing diagnostic and trouble-shooting support in a client server, cross platform environment, OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.  

Desired Qualifications

• Experience in managing staff of student employees and supervise completion of tasks, assignments, and tickets
• Experience with CRM systems such as ServiceNow or Salesforce for ticket management 
• Experience with SLA management and KPI development
• Experience in communicating with clients and providing in-person and phone support, if required
• Experience in managing escalations and ensuring any issues are resolved in a timely manner
• Experience supporting Windows Endpoints, Linux, and Mac OS devices
• Experience with Active Directory Administration and Windows Server Management
• Experience gathering requirements for projects and ability to supervise others in same endeavor
• Experience with IT security best practices
• Experience with classroom technology and event management
• Experience with server support
• Experience of project management standards and agile practices
• JIRA experience a plus

Working Environment

• Activities are primarily performed in a regular, climate controlled office setting subject to extended periods of sitting, standing, walking.
• Visual acuity and manual dexterity associated with daily use of desktop computer; bending, stooping, reaching and lifting up to 20 pounds.
• Ability to clearly communicate to perform essential duties.

Department Statement

The W. P. Carey School of Business at Arizona State University is one of the largest business schools in the United States with more than 15,000 students and 100,000 alumni worldwide. From our world-renowned faculty representing six continents to thousands of outstanding students who join us every year, the W. P. Carey School welcomes diversity and encourages global thinking. The W. P. Carey School is internationally recognized for its leadership in business education, groundbreaking research and innovation, and renowned faculty, making us one of the top-ranked business schools in the country. Learn more at wpcarey.asu.edu

ASU Statement

Arizona State University is a new model for American higher education, an unprecedented combination of academic excellence, entrepreneurial energy and broad access. This New American University is a single, unified institution comprising four differentiated campuses positively impacting the economic, social, cultural and environmental health of the communities it serves. Its research is inspired by real world application blurring the boundaries that traditionally separate academic disciplines. ASU serves more than 100,000 students in metropolitan Phoenix, Arizona, the nation's fifth largest city. ASU champions intellectual and cultural diversity, and welcomes students from all fifty states and more than one hundred nations across the globe.