Helpdesk Supervisor - #337827

University of Wisconsin System


Date: 07/22/2021 18:30 PM

City: Colfax, Wisconsin

Contract type: Full Time

Work schedule: Full Day

UW Stout is currently seeking a position in Learning and Information Technology for a Helpdesk Supervisor. Under general supervision of the Director of Client Technology Services (CTS), the incumbent provides leadership and technical expertise for computer hardware, software and networking services in support of faculty, staff and students. Services include hardware and software support of faculty, staff and student laptops, and include installation of campus computers, problem diagnosis and resolution, maintenance of Stout inventories and consultation on computer-related technologies.


This position also serves as the Helpdesk Supervisor for the Client Technology Services team. Duties include supervising student employees, monitoring the ticketing system to ensure timely service to campus end users, coordination of helpdesk team meetings, and monitoring team and individual performance

Anticipated start date is October 1, 2021.



QUALIFICATIONS


Minimum / Required

  • Associate’s degree in Information Technology, Computer Science, Business Administration, or related field
  • Strong customer service orientation
  • Experience leading teams through day to day operations, with ability to motivate and guide staff
  • Excellent organizational skills
  • Excellent interpersonal and communication skills
  • Effective troubleshooting techniques
  • Knowledge of the technologies related to personal computer systems
  • Knowledge of Macintosh and Windows operating systems
  • Demonstrated experience identifying trends and patterns to technology issues
  • Knowledge of techniques used to establish and maintain effective working relationships with staff and customers

Highly Desired

  • Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field
  • 3 years or more experience in a technical environment
  • Experience supervising or managing a technology help desk
  • Experience in higher education
  • Knowledge of Microsoft products, including but not limited to, Office365
  • Experience supporting mobile devices
  • Knowledge of basic principles of classroom technology
  • Knowledge of Service Desk ticketing systems



RESPONSIBILITIES

40% Helpdesk Supervisor


  • Monitor ticketing system to identify issues that require escalation or additional resources
  • Help create a team environment based on trust, open communication, creative thinking, and cohesive team effort
  • Evaluate, analyze and document trends and, if necessary, implement corrective actions.
  • Keep the CTS Director informed of accomplishment, issues, status, and problems
  • Mentor, train and lead a team of student support workers and assist them in their day-to-day support of our clients and application systems.
  • Establish policies and procedures which ensure consistently high service performance, monitor employee satisfaction and feedback to develop improved processes.
  • Perform with a high level of analytical ability and a strong attention to detail
  • Ability to define problems, establish facts, and draw valid conclusions
  • Collect, analyze, and interpret data in order to solve problems requiring a high level of knowledge in a specific discipline
  • Troubleshoot problems, assess risks, create contingency plans, and adjust schedules accordingly.
  • Assure that the team members have the necessary education and training to effectively participate on the team by recognizing training needs and communicating both training needs and requests to the CTS Director
  • Recognize and celebrate team and team member accomplishments and exceptional performance. Report those accomplishments to the CTS Director.
  • Monitor team and individual performance and report any problems to the CTS Director.
  • Escalate issues to the CTS Director which cannot be resolved by the team.
  • Continual improvement of the Technology HelpDesk


30% Support of Student Laptop Program

  • Ensure customer satisfaction by responding to calls to the Technology HelpDesk. Log all customer questions and problems and tracks the same through resolution.
  • Provide trouble-shooting for hardware, software or network problems that may occur on student laptops
  • Participate in the maintenance of student laptop and laptop accessory inventories
  • Participate in the student laptop deployment and return processes
  • Contribute to the overall functionality of the student laptop project in the classroom through hardware, software and networking
  • Participate In the planning of laptop images for use on student laptops
  • Provide expertise on the installation and maintenance of software specific to the student laptop program
  • Utilize existing databases and aid in the development of data applications used in the tracking of laptop data
  • Provide requested laptop data to business, purchasing and finance departments in support of laptop deployments and purchase orders
  • Act as a front-line phone support technician during scheduled shifts
  • Provide professional assistance when working to a solution of the customer's problem using gained knowledge and/or making contact with the appropriate technician(s)
  • Perform call-backs when not busy with incoming calls to the help desk
  • Adhere to published helpdesk procedures
  • Assist student staff and provide professional guidance regarding the student laptop program
  • Respond to emails, phone calls and self-service requests related to the student laptop program


20% Support of campus computers


  • Communicate with faculty, students and staff to ensure computing needs are addressed in a timely fashion
  • Provide trouble-shooting for hardware, software or network problems that may occur on campus provided computers
  • Provide problem diagnosis and resolution for operating system, utilities, security,


backup/restore and campus-supported software


  • Evaluate new hardware and software and make recommendations
  • Consult with faculty and staff on the implementation of new technology
  • Participate in the purchasing process by meeting with faculty and staff, consulting on the purchase of appropriate hardware and completing forms as needed
  • Provide technical support and training in the use of campus-supported software
  • Provide assistance, training and support for the use of printers and other peripherals
  • Understand, practice, convey, and advocate for common information security practices
  • Ensure compliance with and educate users on software copyright and licensing agreements

10% Miscellaneous activities and duties


  • Maintain an awareness of campus initiatives and policies that support and affect computing and digital communications
  • As a member of the Learning and Information Technology department, participate as a team member in staff meetings, on special projects and committees
  • Discuss with supervisor and colleagues ideas for improving computer services
  • As requested or directed, conduct training sessions, either individually or with other LIT staff, for faculty and students on use of the various technologies
  • Comply with recognized environmental health and safety practices



DEPARTMENT INFORMATION

Learning and Information Technology (LIT) is a support organization dedicated to providing efficient and effective state-of-the-art learning and information technology solutions and services to students, faculty, and staff for instruction, administration, and public service in support of the University's mission.



INSTITUTIONAL OVERVIEW

The University of Wisconsin-Stout offers a rich, dynamic, and collaborative environment in which to work and grow. A member of the University of Wisconsin system, UW-Stout is unique within the University of Wisconsin System-it is named after its founder, James Huff Stout, and holds the distinction of being Wisconsin’s Polytechnic University, a designation which highlights our combination of applied learning, real-world experiences, and an integrated liberal arts foundation.



UW-Stout offers 47 undergraduate and 23 graduate degrees, including 21 masters and 2 advanced degrees. The current enrollment is approximately 8,000 students.



The UW-Stout campus community enjoys opportunities for cross-disciplinary collaboration, state-of-the-art facilities, and a modern digital environment. UW-Stout values innovative approaches to solving problems in society and industry, and encourages collaboration within and across disciplines and professions.



The university is on a beautiful campus in Menomonie, situated in western Wisconsin, 60 minutes east of Minneapolis-St. Paul on Interstate 94. Located in the scenic Chippewa Valley region with a population base of more than 200,000, Menomonie is a city of more than 16,400, surrounded by lakes, streams, and woodlands. For more information about the UW-Stout community and region visit: https://www.uwstout.edu/about-us/our-community



Facts and data about the university: https://www.uwstout.edu/about-us/meet-our-leadership/institutional-accreditation/fact-book



ADDITIONAL INFORMATION

Competitive salary commensurate with qualifications and experience. The UW System provides an excellent benefits package including participation in the Wisconsin State retirement plan.



  • Benefit Details: http://www.uwsa.edu/ohrwd/benefits/summaries/fasl.pdf
  • Total Compensation Estimator: https://www.wisconsin.edu/ohrwd/benefits/totalcomp/



As an equal employment opportunity and affirmative action employer, UW-Stout is committed to inclusive excellence and is actively seeking applications from individuals from diverse groups; veterans and individuals with disabilities.



An offer of employment is contingent upon the final candidate passing a criminal background check and a reference check process. The reference check process includes asking the final candidate and most recent supervisor questions regarding sexual violence and sexual harassment. Final candidates with previous employment within the UW System and State of WI agencies will be subject to additional reference checks. Official transcripts required at time of hire.



Candidates must be authorized to work in the U.S. Sponsorship is not available for this position. A successful applicant will be responsible for ensuring eligibility for employment in the United States on or before the effective date of the appointment and maintain work authorization throughout the employment term. If you have questions regarding this, please contact our Human Resources office at 715.232.1279.



In response to a public records request, the University of Wisconsin System will not reveal the identities of applicants who request confidentiality in their online application, except that the identity of the successful final candidate will be released. See Wis. Stat. sec. 19.36(7).



For campus safety information and crime statistics visit: https://www.uwstout.edu/life-stout/police-and-parking/clery-information



TO APPLY


Applicants will need to complete all required fields and attach all required documents prior to submitting the online application.


Note: Once you have attached your materials and submitted your application you will not be able to go into the system and change them.



Required application materials
:

  • Cover letter specifically addressing:
    • Which position(s) you wish to be considered for, and

    • How you meet the minimum and preferred qualifications identified above.

  • Resume
  • Names and contact information for a minimum of three (3) professional references



To ensure consideration complete applications must be submitted online by 12:00 AM CST Monay, August 16, 2021. Screening of applications may continue until the position is filled.



Before starting the online application process we recommend you preview the frequently asked questions (FAQs) available at: https://kb.uwss.wisconsin.edu/21900



It is the policy of UW-Stout to provide reasonable accommodations to qualified applicants with disabilities. If you need assistance, or accommodation in applying because of a disability, please contact us using the information below. Employment opportunities will not be denied because of the need to make reasonable accommodations for a qualified individual's disability.



For questions regarding this position or recruitment, please contact:


Search Chair: Trent Isaacson


Email: isaacsont@uwstout.edu



If you need assistance with the online application process or if you submitted your application prior to uploading all of the required application materials, please contact:


Search Coordinator: Gretchen Metzler


Email: metzlerg@uwstout.edu



The University of Wisconsin System is engaged in a Title and Total Compensation (TTC) project to redesign job titles and compensation structures. As a result of the TTC project, official job titles on current job postings may change in Fall 2021. Job duties and responsibilities will remain the same. For more information please visit: https://www.wisconsin.edu/ohrwd/title-and-total-compensation-study/



Job Family: Staff

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