Job Description:

• Provides technical support to end users.
• Develops processes, procedures, and documentation for end-user support services.
• Maintains supplies and equipment. Installs software, hardware, and peripherals.
• Provides project management in a lead role for support-based projects.
• Monitors the ticketing system and day-to-day operations to ensure timely resolution of incidents and service requests.
• Analyzes support trends and metrics to identify areas for improvement.
• Prepares work schedules to ensure trained staff are available during business hours.
• Hires, trains, and evaluates performance of student staff.

Short Job Description:

• Bachelor's degree in related field from an accredited institution, or equivalent combination of education and experience.
• Three years' relevant experience.
• Supervisor or lead experience.
• Experience with end user support.

Job Ref: S1455P

Job Reply URL: 4900

About Western Michigan University

One of the top-100 public universities in the United States, Western Michigan University is committed to being learner centered, discovery driven and globally engaged. Founded in 1903, what was once Western Michigan College became Michigan's fourth public university in 1957. Since then, WMU has undergone dramatic growth in size and stature. Today, the University offers more than 240 academic programs to students pursuing degrees through the doctoral level. More than 20 percent of its 25,000 students are enrolled in graduate course work, studying in disciplines ranging from atomic physics and graph theory to medieval literature and blind rehabilitation. Of 101 graduate offerings available, 30 lead to a doctoral degree.

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