Help Desk Shift Supervisor

As part of the Client Services team in Enterprise Technology & Services, and working under general supervision, you use advanced industry knowledge and USNH policies to support various hardware and software needs. You serve as the main contact for clients, communicating clearly with non-technical users. Your responsibilities include working independently or with others to handle essential user support tasks—such as deploying, monitoring, and maintaining Windows and Mac devices; troubleshooting network and printing problems; managing computer lifecycles and IT assets; configuring systems; and replacing computers.

You deliver direct support to faculty and staff regarding computers, mobile devices, account access, networking, cloud storage, security, and data management. You also provide training and documentation on systems, software, policies, and procedures. In addition, you manage or contribute to projects that are key to the department's mission, and you actively seek opportunities to advance your technical and managerial skills.

Duties/Responsibilities

Customer Support (50%)

• Consult with clients both on-site and remotely, collaborate with the service desk and team members regarding information technology needs, respond promptly to issues, and resolve assigned problems.

• Assist in analyzing technical challenges and developing effective solutions, referring complex cases appropriately.

• Utilize enterprise ticketing systems and associated workflows efficiently.

• Oversee software installation and maintenance by selecting, testing, installing, and maintaining software applications and network resources.

• Employ critical problem-solving skills, develop and document solutions and workarounds, research and address complex issues independently, and prioritize tasks effectively in a fast-paced environment.

• Demonstrate strong business relationship-building and communicate effectively with the user community.

• Advise clients on the implementation of suitable technologies; address and resolve their IT concerns as assigned; analyze complex IT problems and coordinate additional assistance when necessary; consider and recommend comprehensive solutions for a diverse audience.

• Ensure security compliance by adhering to established policies and procedures: monitor system security, investigate issues, and recommend corrective actions such as assisting with operation and maintenance of application software security facilities. Maintain up-to-date knowledge of all USNH IT Security recommendations.

Resource Lifecycle Management (15%)

• Maintain precise hardware asset inventory and endpoint records, including physical audits. Set up new computers, configure domain accounts, update Active Directory for systems management, and create user accounts, including login and printer setup support.

• Assist with computer configuration and procurement according to USNH policies. Collaborate with Endpoint Engineering to resolve compliance issues and eliminate vulnerabilities.

• Coordinate surplus pickup for end-of-life assets and manage information databases.

Documentation (10%)

• Assess and address documentation requirements, including the development of supporting materials for newly implemented or updated application software; ensure documentation is accurate, consistent, and presented in a manner accessible to clients.

• Conduct research to resolve complex technical issues and document solutions and workarounds.

• Communicate major resolutions to relevant stakeholders as appropriate.

• Utilize the enterprise ticketing system to record incidents, solutions, and workarounds, while analyzing trends and referencing historical data to enhance client support.

• Collaborate effectively with colleagues across the University System of NH as needed.

• Provide subject matter expertise during crisis situations, such as virus outbreaks or disaster recovery efforts, and offer backup support to the team when required.

• Employ existing resources, including remote support tools, to assist clients who are off-campus or unable to be present in person.

Strategic and Project Planning (10%)

• Assist with strategic and project planning, including technology refreshes for teaching labs, classrooms, and end-user assets.

• Recommend equipment purchases when necessary due to age or failure.

• Manage and track loaner equipment.

• Support IT project execution by advising, collaborating, documenting, and contributing to ET&S initiatives.

Supervision (10%)

• Guide and support student workers by mentoring them and providing training.

• Create documentation and instructional materials to help enhance their skills and broaden their knowledge.

• Participate in the assessment and review the performance of student workers.

Other duties as assigned (5%)

• Stay up to date with new technologies, including remote support tools, security measures, and productivity applications relevant to your work.

• This also includes supported endpoint hardware managed by the Desktop team.

• Be prepared to travel to other USNH locations when requested to assist with projects or provide additional support.

Requirements

Minimum Acceptable Education & Experience:

• Associate’s degree and four years of experience, bachelor’s degree and two years of experience, or combination of education and experience equal to six years.·

• Expertise in multiple information technology areas (networks, configuration management, security, operating systems, software) and experience with both Windows and Macintosh OSX computer platforms, handheld devices/smartphones, and networking.

Knowledge, Skills & Abilities:

• Computer hardware replacement/upgrade skills such as memory upgrades, hard drive, system board, battery replacements, etc.

• Strong customer-focused support skills.

• Organizational skills and effective oral and written communication skills.

• Project management, strategic planning, and asset management experience

• Familiarity with Windows Active Directory and Jamf Pro/Macintosh server technology is desirable. Excellent Customer service experience.

Other Requirements:

• Valid driver’s license.

Preferred Qualifications:

• Proven knowledge of/or experience with USNH acceptable computing practices and security policies and procedures is also highly desirable.

• Experience providing technology support in a higher education environment.

Applicant Instructions:

Applicants should be prepared to upload the following documents when applying online within the My Experience: Resume/CV section of the application: (Maximum of 5 Documents)

• Resume/CV

• Cover Letter

• Contact Information for 3 Professional References

Applications that are missing any of the required items may not move forward for consideration. Additional uploaded documents not requested in the position announcement will not be reviewed.

This position falls within the collective bargaining unit for the Keene State College Administrative Staff Association (KSCASA), an affiliate of the National Education Association of New Hampshire (NEA-NH).

Keene State College is located in the scenic Monadnock region of Southwest New Hampshire and is an affiliate of the University System of New Hampshire. Located approximately 2 hours from Boston or Hartford CT, and 4 hours from New York City, the region contains many opportunities to enjoy outdoor recreation, cultural events, and a strong sense of community. To learn more about Keene State College, the University System of New Hampshire, and the Keene community, please
visit: or

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access 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.

Compensation Pay Range:

$23.01 - $38.03

The pay range for this position is listed above. Actual offer will be based on skills, qualifications, experience, and internal equity, in addition to relevant business considerations. More information on benefits can be found here: USNH Employee Benefits | Human Resources

Location:

Keene