Help Desk Manager
HELP DESK MANAGER
The Irvin E. Houck Center for Information Technology (CIT) invites applications for the position of Help Desk Manager. This is a full-time Administrative and Professional Staff (A&PS) position reporting to the Director of Client Services.
Responsibilities: The incumbent will have responsibility for managing the CIT Computer Help Desk facilities, including the Level A Help Desk and the Academic Commons Technology Services (TS) facilities. This includes supervising the Help Desk Coordinator, and the Help Desk and Remote Site Monitor (RSM) student staff members, as well as having overall responsibility for the TS student staff members.
The Help Desk Manager will be responsible for ensuring efficient and effective staffing of all help desk areas and correct operation of these facilities. Daily on-site management and supervision is required. The Help Desk Manager is expected to be a direct resource for training staff on proper troubleshooting techniques, and assisting and advising clients with technology-related issues and questions. The incumbent will also be responsible for continued development and correct operation of the work-order database (Footprints), and research for and production of reports on Help Desk activity in order to enhance services. The incumbent will review all customer feedback and provide follow-up to clients and other CIT staff when necessary. In addition, the Help Desk Manager will be responsible for development of CIT web pages, Wiki(s), knowledge base and/or other online presence. Development of online and printed documentation and newsletters, multi-media materials and training materials will also be required. The incumbent may conduct user training and perform other duties, as required.
Requirements: Bachelor’s degree; demonstrated excellent customer-service skills, preferably in a computer or college/university environment; demonstrated excellent oral and written communication skills and interpersonal skills; demonstrated ability to work in and tolerate an active and potentially stressful service-oriented environment; demonstrated ability to accept and handle constant change and wide variety of problems; demonstrated excellent troubleshooting skills and experience in resolving technical computer problems; demonstrated experience supervising personnel; favorable references; thorough knowledge of:
· Macintosh and Windows computers and operating systems, including Mac OS X and Win XP;
· Application software, including Microsoft Word, Excel, PowerPoint;
· Web-development software, such as Dreamweaver or FrontPage;
· Multi-media software (such as iTunes, iDVD, Final Cut Pro) and multi-media devices (such as digital cameras, slide scanners, scanners);
· Web browsers, such as Firefox, IE and Safari;
· E-mail programs, such as Thunderbird and OS X Mail;
· Computer peripherals, including printers, CD and DVD drives, other external drives;
· Computer networks, including wireless connectivity and VPN.
Desired qualifications: Experience working at an Information Technology (IT)/Computer Help Desk in a college or university environment or other institutional environment; experience with installation and configuration of operating systems, including Mac OS X and Windows XP; thorough technical understanding of a campus network environment; and knowledge of, and experience with:
Work-order tracking software;
UNIX and/or Linux operating systems;
Adobe products, such as Acrobat, Photoshop and InDesign;
Networking protocols and processes: TCP/IP, ftp, sftp, telnet and ssh; DHCP and DNS;
Database program(s), such as FileMaker Pro;
Virus protection and spyware removal software applications;
PDAs and calendaring programs.
Compensation: Within the range established for this position, compensation is commensurate with knowledge and experience and includes excellent benefits package.
To Apply: Submit résumé, cover letter, and three professional references via email to the Director of Client Services at: client.services@oberlin.edu. You may also submit the same via postal mail to: Director of Client Services, Center for Information Technology, Oberlin College, 148 West College St., Oberlin, OH 44074. To be assured of consideration, send materials by November 23, 2007. Applications received after that date may be considered until the position is filled.
APS08-256