Will be responsible for the supervision of Help Desk Specialist who provides telephonic computer related customer services to the university community, troubleshooting basic to advanced level technical issues. Will also act as the system administrator for the Remedy ticket tracking system, responsible for creating and modifying users, communicating changes to the technical community and act as the point of contact for all questions relating to the proper operation of the software.

Must have: Bachelor's degree and six years directly comparable experience; or a combination of training and experience

Preferences: This position will assist the Help Desk Manager with activities associated with the identification, prioritization, communication, and resolution of reported problems and supervision of subordinates who provide the University with telephonic computer support and resolution. Evaluate and review the assignment of requests to 2nd and 3rd level support; evaluate the categorization of computer related problems and ensure that they are assigned to the correct department for resolution. In the absence of the Help Desk manager, this position will assign tasks to personnel and direct the activities by coaching, communicating, and rewarding as required. Contribute to the development formal procedures and processes for the Help Center in order to achieve consistency in problem handling and increased productivity in problem resolution. Become proficient in developing Crystal Reports for management, to assist in the problem management and resolution process. Should have advance knowledge of Novell Clients, ICommand or another Centralized Desktop Management software; Experience writing scripts using Visual Basic, Pearl or another scripting language is also preferred.

Materials requested: An application, resume, cover letter and contact information for three work-related references are required for consideration.*

Date opened: 2/22/2005