Help Desk Shift Supervisor

Summary Of Position

Apply technical knowledge and customer service skills to supervise and provide telephone and walk-up technical support to all members of the University System of NH community as part of a 7-day a week support organization; specifically, basic and advanced user hardware and software problems including desktop computers, mobile devices and enterprise system software. The position requires excellent problem-solving skills and a professional capable of working collaboratively with a talented team of IT professionals in an integrated service environment that supports both the ET&S mission as well as the mission for local campuses across the state. Scope of services include technical desktop support for: Windows and Mac systems, desktop applications, printing, accounts/passwords, wired/wireless network connectivity, security practices and policies, configuration and troubleshooting of mobile devices; liaison services with other IT resources. Provide Comprehensive Tier 1 support for all UNH IT services, and Tier 2 expert level support for select services. Assure a high level of service in meeting requirements of various Service Level Agreements established between ET&S and other USNH units. During ‘On-Point’ shifts, oversee Help Desk operations and staff in the provisioning of support resources and troubleshooting on a wide range of ET&S IT products and services; ensure staff is adhering to policies and standard operating procedures; monitor and analyze Help Desk incidents, make recommendations for continuous improvement and trending reports.

This position is assigned primarily to the Plymouth campus, however due to the enterprise nature of our support environment, temporary supervisory coverage at the other ET&S Help Desk locations may be necessary to meet the needs of the organization. Additionally, this position is considered essential staff in regard to curtailed operations coverage and work schedule may be modified as the needs of the organization change with occasional schedule shifts to accommodate peak support periods, such as BTS , semester start-up, fiscal year end, orientation and graduation, etc

Additional Job Information

Other minimum qualifications

Bachelor’s degree and two years of experience Associate’s degree and four years of experience, or combination of education and experience equal to six years.Experience in information technology specialty areas as required by employing unit.Overall computer literacy and computer skills as required by employing department/unit. Demonstrated solid communication skills, customer service experience in a technology environment and the ability to write standard operating procedures and customer facing knowledge base documentation.

Additional Preferred Qualifications

Technical ability and understanding, at a minimum, in three of the following categories of support: Central systems: Microsoft Exchange E-mail, Web based applications, Learning Management Systems Networking: Desktop connectivity, configuration, wireless PC/Mac: Operating systems, word processing, spreadsheet, anti-virus software, spyware Customer Support Tools: Call Logging and Tracking, Call Management System, Automated Voice Response System, Knowledge Base Management, Remote PC Software, CHAT services ITIL Foundations Certification, knowledgeable about ITSM principals. Demonstrated knowledge and experience in usability/quality assurance procedures within a technical environment. Willingness to be flexible, learn additional skills as required by changes that may occur within the organization. Experience providing support in an educational environment.

Salary Information

Salary is complemented by a comprehensive benefits package which includes medical, dental, retirement, tuition, and paid time off.

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.