This position is responsible for providing lead direction for day-to-day operations of the Help Desk, focusing on customer support, ticket resolution, and managing support operations. The incumbent provides lead work direction and training to Help Desk staff and supervises Help Desk student workers. The incumbent is responsible for providing technical support to students, faculty, and staff and works closely with other ITS staff to analyze and troubleshoot reported issues. In addition, the incumbent operates the continuous improvement process, including reviewing tickets, creating reports, and monitoring metrics. The incumbent also participates in creating documentation and training materials for students, faculty, and staff. All employees of Saint Paul College are responsible for promoting a culture that supports diversity and inclusion in all forms.
Position requires a minimum of three (3) years of experience providing technical support in an enterprise environment that includes the following: o Responsible for providing technical support via the phone, in person, and via written responses. o Experience using, managing, and improving a service desk ticketing tool. o Experience supporting issues across a broad set of applications and operating systems. o Experience with Active Directory and Office 365.
Bachelor's degree in the area of IT or business; an Associate's degree in the area of IT and 2 years of related IT and customer service experience; or 4 years of related IT and customer service experience.
Excellent interpersonal, written, and oral skills sufficient to communicate complex technical ideas and procedures to technical and non-technical staff, faculty, administrators, and students.
Demonstrated understanding of networking, wireless, and VPN solutions.
Ability to promote collaboration between cross-functional teams.
Ability to work on a diverse team.
Demonstrated experience providing lead work direction.
Demonstrated experience analyzing tickets or incidents to identify trends and problems and develop recommendations for management.
Demonstrated experience creating, updating, and managing technical support knowledge articles.
Excellent troubleshooting skills and ability to diagnose/resolve a variety of issues at an enterprise level.
Understanding of best practices in project management principles and gathering stakeholder input in regards to providing outstanding Help Desk services.
Experience working in a higher education environment.
ITIL Foundations training and certifications.
Saint Paul College is committed to supporting diversity in all of its forms. Applicants representing diverse backgrounds are encouraged to apply.
Applicants must apply on-line at: http://www.saintpaul.edu/AboutUs/Employment .You must apply online and attach an electronic resume and copy of your transcript(s) to your online application in order to be considered for this position. Salary and benefits will be based on the collective bargaining agreement between MAPE and the State of Minnesota.
NOTICE: In accordance with the Minnesota State Colleges & Universities (MnSCU) Vehicle Fleet Safety Program, employees driving on college/university business, whether using a personal, rental or state vehicle, shall be required to complete a Vehicle Use Agreement form and consent to a Motor Vehicle Records check annually.
The safety of all members of the Saint Paul College campus community is of vital concern. The most recent Annual Compliance and Security Report is available on the College website at www.saintpaul.edu/aboutus/Pages/PublicSafety.aspx.
This document can be made available in alternative formats such as large print, Braille or audio tape by calling 651-846-1400. The college regrets that it is unable to offer H-1B sponsorship at this time. The successful candidate under U.S. Citizenship and Immigration Services regulations must be able to accept work in the U.S. by the day employment begins.
Saint Paul College is an Equal Opportunity Educator and Employer
Internal Number: 1528
About Saint Paul College
Saint Paul College was recently ranked the #1 community college in the nation by Washington Monthly magazine, for student engagement in active and collaborative learning, student-faculty interaction, and support for learning. The college offers 39 associate degree programs, including the Associate in Arts degree, 60 career certificate and diploma programs. For over 100 years, Saint Paul College has been helping students succeed in high-demand careers.