Job Description
* Job Details * Organization Job Details Reporting to the Help Desk and Shared Services Manager, the Information Desk Supervisor oversees the Shared Services Information Desk which is the ITS call center for the university community, including faculty, staff, retirees, and university associates, and provides basic technical support and troubleshooting. This position is responsible for ensuring excellent customer service by providing IT support in a compassionate and collegial manner. This position requires being physically present for work at the Shared Services Information Desk. To achieve our mission as a liberal arts college, we continually strive to foster an inclusive campus community, which recognizes the value of all persons regardless of identity. Our department is committed to contributing to an educational environment that is rich with cultural, social, and intellectual diversity. Essential Functions: * Work as a member of a team to provide excellent and timely customer service to the campus community. * Develop positive peer relationships with other members of the ITS and Service Desk team. * Supervise student workers in support of all functions of the Information Desk * Work at both the Law and Undergraduate locations. * Help troubleshoot core systems and network outages. * Support student and university owned computing and printing equipment. * Support, maintain, reserve, and deliver A/V equipment. * Provide tier one and two support for installed and web applications. * Provide account management for university accounts. * Provide application management for web applications. * Monitor the ITS Ticketing system and dispatch tickets to the appropriate support staff. * Follow the ITS Information Security Program and industry standard best practices to help ensure the confidentiality, integrity, and availability of all IT resources. * Assist with technology recycling program. * Additional related duties as assigned.
Additional Information
Minimum Qualifications: * Bachelor’s degree and at least two years’ experience in a science or technology support environment, preferably in higher education, or a combination of education and experience from which a similar skillset would be obtained. * Experience in a customer help desk setting is strongly preferred. Experience in an educational setting preferred. * Strong troubleshooting and patient communication skills are essential. Ability to communicate patiently and effectively with a variety of people including students, faculty, staff, and retirees. * The idea candidate will have a customer centered approach with a focus on service delivery. Demonstrated consultative skills required. * Curiosity about information technology, and motivation to learn new technologies as needed. * Knowledge of office productivity and e-mail tools is essential. Minimum Pay: $62,892 – Pay commensurate with experience Application Instructions: Review of applications will begin on May 6 and continue until the position is filled. A resume and cover letter are required. Please upload these documents when prompted on the application form. You will be asked to provide names and contact information for three professional references. Application instructions and information about Washington and Lee University can be located at https://www.wlu.edu/employment-opportunities. Physical Requirements: * Fingering: Picking, pinching, typing or otherwise working, primarily with fingers Visit the Employer site for more details.