Primary Purpose: Under the general supervision of the Director, Information Technology and Telecommunication, provides customer service and is responsible for first and second tier technical support, prioritizing help desk work, tickets, emails, and phone calls to respond to user requests. Lead some users support projects and manages applications used for the help desk team.
Essential Functions: Manages the Help Desk team according to policies and guidelines. This includes all aspects of personnel management such as training and development, performance monitoring, appraisals and objective setting, HR issues, resource management, recruitment, etc. Perform day-to-day high level customer service support online and in-person to faculty, staff and students (including off site clinics & programs) in the areas of standard Windows, Mac desktop hardware and Audio visual systems, video conferencing, etc. Takes a hands on approach to managing the daily workload of the Help Desk, ensuring all calls are being properly handled, prioritized, and progressed, customers are kept informed, and communications and customer service are of the highest standard. Lead and manage assigned projects/programs to include but not limited to Casper, Inventory, SCCM, axiUm. Lead the development of resource plans, budgets, deliverables, milestones, execution risk mitigation plans from initial product/technology development through delivery and deployment. Maintains and manages the Service Desk Knowledgebase, document stores, and customer records, ensuring all information is accurate, relevant, accessible and understandable to all readers. Provide Information Technology clinic coverage. Serve as an escalation point between the Help Desk, other areas of the Information Technology Department and Director, Information Technology and Telecommunication. Work on special projects as needed (major systems upgrades, failed equipment replacement, new OS installs, images computer, computer management etc.) Develop, execute and maintain apple machine and SCCM device management framework for the San Francisco Dental Campus. Develop standard operating procedures for new machines and devices, configuration profiles and self-service application distribution. Manage apple VPP and DEP accounts for the school. Perform all other duties as assigned by the Director, Information Technology and Telecommunication.
Minimum Qualifications: Knowledge of: Advanced knowledge and understanding of computer application support, equipment maintenance and repair, network installations/operations, computer management and support, systematic troubleshooting, cable installation and system security. Audio visual systems, video conferencing, lecture capture and digital signage (Crestron AV controls, Cisco TMS, Sonic Foundry Mediasite, SVSi, Just Add Power). Computer management systems, personal computers, operating systems and related applications (Windows 7/8, Mac OS X, Windows mobile/iOS/Android, Microsoft Office, iWork, JAMF Casper, Microsoft SCCM). ITIL Foundation Certificate in IT Service Management.
Experience: Three (3) years management or supervisory responsibility in a technical environment. Three years of experience in desktop/network support on both Windows and Mac OS X. Two years of experience in audio visual field.
Education: Bachelors degree in related field or combination of education and experience.
Preferred Qualifications: Ability to: Exercise leadership skills and act as a lead for the IT Help Desk team. Manage time, organize duties/assignments, and set priorities effectively to meet multiple deadlines. Communicate effectively and provide consistent high-level customer service to faculty, students and staff. Provide effective training on innovations in technology. Remain up to date on new technologies, tools and applications related to this position.
Physical Requirements: The physical demands described here are representative but not definitive of those that must be met by an employee to successfully perform the essential functions of this job. Work performed primarily in a general office and classroom/conference room environment. Position requires sitting, standing and walking a majority of working hours with occasional bending, stooping, squatting, reaching and grasping. Frequent use of computer keyboard and telephone. Ability to lift up to 40 lbs. Working Conditions: Position is full-time, eight hours per day, five days per week, with some evening and weekend hours. Occasional travel may be required. Exposure to cooler temperatures and noise within a server room environment can be anticipated.
Hiring Range: Commensurate with experience
Background Check Statement: Applicants who are selected as final possible candidates must pass a criminal background check.
University of the Pacific is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
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Drawing on its rich legacy as the oldest chartered university in California, Pacific is a student-focused, comprehensive educational institution that produces outstanding graduates prepared for personal and professional success. Our student body thrives in Pacific's small classes and dynamic cultural environment, while our distinguished alumni are transforming their communities every day.
University of the Pacific is a nationally ranked university with a long tradition of dedicated teaching, small class sizes, practical experience and vibrant residential life. The breathtaking main campus in Stockton, California is home to seven schools and colleges, with more than 80 majors and programs of study. Pacific also has the McGeorge School of Law in Sacramento and the Arthur A. Dugoni School of Dentistry in San Francisco. Total university enrollment is nearly 7,000, with 3,757 undergraduates in an average class size of 19 and a student/faculty ratio of 14:1. Eighty-seven percent of students come from California, with 35 other states and 25 foreign countries also represented.