Helpdesk Manager

Position Summary This position is responsible for the management of the CS helpdesk including oversight of all aspects of the initial requests for technical support from campus constituents. This position requires sound problem solving skills and excellent communication and interpersonal skills. This position develops and implements technical support processes and procedures, evaluates and recommends tools, and creates and publishes support materials and documentation. Technical troubleshooting, documentation, and collaboration with both the customer and the Computing Services staff are essential to this position. Specific Job Duties (Essential Functions & Responsibilities) Supervision and oversight of the helpdesk function for the Computing Services Department which includes: Hiring, scheduling, training, and supervising the Help Desk student workers. Coordinating all requests for technical support via email, phone call, ticket system, and face‑to‑face. Resolving technical support requests directly when possible, with the goal of resolution on the first contact with the customer. Ensuring tickets are created and appropriately prioritized and categorized in the Computing Services Helpdesk ticketing system. Account management responsibilities which include: Communication with customers regarding account ID management. Determining and granting the proper security access to the ERP system in coordination with the appropriate Data Steward. Monitoring our customer feedback surveys and responses for feedback. Creating and updating existing "how-to" documentation, and providing training on systems and applications. Engage in independent research and ongoing maintenance of technical knowledge. Support the Library staff and work studies as they provide loaner laptops, Chromebooks, and hotspot checkout. Assist with moves, adds, changes, voicemail PIN resets, and voicemail-to-email setups on the campus VoIP system. Promote the services of the CS Help Desk, through flyers, notices, signage, and emails. Provides secondary support for ResNet, Level 1 and 2 technicians, interns, and for faculty and staff refresh. Have a working knowledge of, and provide backup role for SCCM, PatchMyPC, and Jamf in support of campus PCs and Mac computers. Other duties and functions as necessary in the overall management and oversight of the Helpdesk. Qualifications Bachelor’s Degree required. Minimum of 1 year professional work experience in an IT support‑related field. Demonstrated customer service skills. Demonstrated written and oral communication skills. Experience supervising and leading a team. IT experience with common technologies such as Microsoft Windows, Microsoft Office, Google applications, etc. Apple Macintosh knowledge a plus. Experience creating and administering surveys a plus. To be considered for this role, candidates must be legally authorized to work in the United States. Please note that Adams State University is unable to provide sponsorship, transfer, or support for employment visas (such as H‑1B, TN, etc.) for this specific opening. Location On‑site in Alamosa, CO. Salary and Benefits The salary range for this position is $52,200–62,600. In addition to salary, Adams State University offers a competitive benefits program including medical, dental, vision, disability insurance, flexible spending accounts, life insurance, and retirement savings plans. For detailed benefits information please visit our Human Resources Benefits Page. Disclosures In compliance with the Immigration Control Act of 1968, candidates for positions must provide proof of eligibility to work before an offer of employment can be made final. Background Screening Adams State University is committed to providing a safe and secure environment for its students, faculty, staff and visitors, and to protecting its funds, property and other assets. Offers of employment will be contingent upon the completion of an acceptable background check. The information received in response to a background check will be treated as confidential to the extent provided for by law. Title IX and Equal Opportunity Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibits discrimination on the basis of sex, including in admission and employment. Inquiries about the application of Title IX and CFR 106 to Adams State University (ASU) may be directed to ASU's Office of Equal Opportunity, and/or to the Assistant Secretary for Civil Rights of the Department of Education. Support resources for sexual misconduct, ASU's sexual misconduct policies, contact information for the Adams State University's Office of Equal Opportunity & Title IX, as well as a detailed procedure for filing a grievance due to discrimination on the basis of sex may be found online at These procedures also describe the University's response to reports and/or complaints of sex discrimination or sexual harassment. Adams State University is an Equal Opportunity/Affirmative Action employer. Applications are sought from all qualified persons regardless of race, color, sex, disability, and, as covered by law, veteran status. In addition, University policies prohibit discrimination on the basis of religion, national origin, ancestry, age, sexual orientation including transgender status and gender expression, marital status, and parental status. #J-18808-Ljbffr Adams State University