Helpdesk Coordinator – HigherEdJobs | #education | #technology | #techjobs

Location: Alpine

Department: Office of Informational Technology

Until Filled: No

Salary: $60,000 Annually

Required: Associate’s degree in Information Technology or Customer Support.

Demonstrated experience in delivering customer support; Excellent analytical, organizational, and communication skills; Ability to multi task and excellent interpersonal skills.

Any qualifications to be considered in lieu of stated minimums require the prior approval of the Human Resources Director.

Preferred: Bachelor’s degree and 3 or more years of related work experience.

Working knowledge of TCP/IP; Working knowledge of MAC OS; Microsoft certifications (MCITP); Experience triaging multiple calls and issues that are reported to the helpdesk.

Primary Responsibilities

The Helpdesk Coordinator receives, manages and processes helpdesk calls, assigns requests to field technicians and students. This individual manages student employees and field technicians day-to-day activities, and is involved in the management of labs and technology enabled classrooms. Responsibilities include researching problems, analyzing user needs, escalating issues, categorizing and reporting on requests and providing other customer focused services.

The successful candidate for this position will receive, log and track problem notifications, support-request, enhancement request and service inquiry calls; Triage and log problems and requests for support; Resolve issues immediately when possible or escalate and appropriately route more difficult problems or support requests to the correct team to resolve them; Communicate progress toward resolution and current ticket status to the appropriate personnel and the customer; Ensure customer acceptance of resolution; Execute strategies to effectively improve performance and meet customer expectations; Assist with documenting all standard operating procedures and routinely update that documentation as procedures change; Provide remote technical support when appropriate; Provide basic user training on common tools and applications, as needed; Train and manage student workers; Manage the University computer labs and technology classrooms, including maintaining computers and equipment in these areas; Manage full-time technician workloads and day-to-day activities; Develop and follow procedures related to how problems are identified, received documented, distributed, and corrected.

This position will work collaboratively with other employees in other OIT departments to resolve all technology issues; Keeps an eye on future technology to be aware of incoming student needs and help to integrate it into the University.

Additional responsibilities as directed by the supervisor consistent with rank and position.

Responsible for personal safety and the safety of others; Must exercise due caution and practice safe work habits at all times. Position is security sensitive.

Other Information

Exempt from overtime provisions.

Texas Law requires a 60 day waiting period before new state employees are eligible to enroll in health insurance.

EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EMPLOYER

It is the policy of Sul Ross State University to provide equal employment opportunity for all persons in accordance with their individual, job related qualifications and without consideration of race, creed, color, sex, religion, age, national origin, disability, sexual orientation, gender identity, veteran status and ancestry. Equal employment opportunities shall be afforded in all personnel actions or decisions including, but not necessarily limited to, recruitment, hiring, training, upgrading, promotion, demotion, termination and salary. Retaliation is prohibited against a person who opposes a discriminatory practice, files a charge, testifies, assists or participates in an investigative proceeding or hearing.

About SRSU

Sul Ross State University, located in Alpine, Texas (www.alpinetexas.com), is in the Scenic Davis Mountains of West Texas, is a member of the Texas State University System, is accredited by the Commission on Colleges of the Southern Association of Colleges and Schools to award Associate, Bachelor’s, and Master’s degrees, and has an enrollment of approximately 2,000 students of campus in Alpine, Texas. At an elevation of 4,480 feet, and on the periphery of the Chihuahuan Desert, Alpine enjoys mild winters and cool summers. Davis Mountain State Park, Fort Davis National Historic Site, Big Bend National Park, and Guadalupe National Park are all within one to three hours driving distance from Alpine. More information is available regarding Sul Ross State University and position openings See http://www.sulross.edu our website.