Technical Support Specialist (Help Desk)

About the position

Under the direct supervision of the Chief Information Officer, this position organizes and oversees the technology support provided at the Information Technologies Help Desk.

Essential Duties, Tasks and Responsibilities

Direct Customer Support

1. Manages the functions of the IT Help Desk, both to directly respond and resolve immediate customer requests and to maintain excellent lines of communication between clients and Information Technologies personnel.
2. Develops, updates, and implements technical support processes in order to:
   • Equip the Help Desk student staff with current and correct information
   • Ensure effectiveness and efficiency in handling incoming requests from our customers.
3. Recruits, hires, trains, and schedules all student workers employed by the IT Department in conjunction with the Student Work-Study Coordinator; provides pertinent administration and individual evaluations.
4. Provides communication between IT and the Malone community pertaining to known technology issues.
5. Designs, implements, and monitors performance measurements and a customer feedback system to promote effectiveness and professionalism of Information Technologies personnel as they provide direct customer support to the Malone community.
6. Coordinates computer training both online and in person based upon regular evaluation of faculty/staff needs. This includes, but is not limited to, the scheduling of the annual May training sessions.
7. Maintains the information contained in the Information Technologies FAQs and blog, as well as public and Xpress web pages.

Technical Support of Systems

1. Manages the help desk ticketing/request system to receive and track customer requests.
2. Oversees the account creation and deletion processes
3. Facilitates telecommunication setups and deployments and maintains database content related to telecommunications.
4. Maintains departmental documentation for all procedures pertaining to the responsibilities of the position.
5. Serves as a backup Technical Support Specialist to assist the full time TSS to complete level 2 support (on-site and remote repairs or replacements) of computer systems.
6. Prepares reports from the help desk, telecommunications, or other databases for assessment purposes.
7. Coordinate VR lab instruction, working with professors to schedule VR lab access, classes, and use of software.
8. Other duties as assigned.

Knowledge, Skills and Abilities

• A Bachelor’s degree in a computer-related field is preferred
• 1-2 years of IT experience
• High-quality customer service skills
• Understand and use professional phone etiquette
• Excellent interpersonal skills (both written and verbal)
• Proficient with Microsoft and Mac operating systems
• Proficient with Microsoft Office and Google Suite products
• Ability to learn, adapt, and provide support for a wide variety of services and systems in use at the University
• Ability to think logically and make decisions using technical troubleshooting skills
• Ability to multi-task in a fast-paced environment
• Ability to teach in one-on-one and one-to-many situations with clarity and patience
• Ability to provide oversight and follow-up in a supervisory role
• Commitment to keeping confidentiality, trust, and a professional demeanor

Attendance. Evening and weekend availability will be required during busier periods of the academic school year. Normal working hours for this position are Monday through Friday from 8am - 5pm with an hour lunch break. Some regularly scheduled after-hours on-call support is required

Travel/Location. Travel may be required to attend classes, conferences, workshops, seminars, etc., to further skills pertaining to this position

Physical Requirements. Moderate physical activity is required, including the handling of equipment up to 50 lbs (per NIOSH - National Institute of Safety & Health). Heavier loads may be required but should be handled with another person or with mechanical assistance

How to Apply

1. Send a cover letter, faith statement and resume with three references to jobs@malone.edu.
2. Fill out the Employment Application

• The employment application is a fillable pdf. Please complete the application, print and sign (no electronic signatures accepted), then send to jobs@malone.edu.