POSITION IDENTIFICATION
TITLE IT Support Administrator – Help Desk
CLASSIFICATION NUMBER 5104
GRADE 36
CLASSIFICATION Exempt
IMMEDIATE SUPERVISOR Coordinator, User Support
GENERAL FUNCTION
The Information Technology (IT) Support Administrator – Help Desk oversees the management, supervision, and planning of the university’s Computer Services Help Desk staff and operations. This role focuses on enhancing IT service delivery and customer service by implementing best practices, monitoring performance metrics, and continuously seeking ways to improve the efficiency and effectiveness of support services, while ensuring compliance with the organization's security guidelines.
MINIMUM ACCEPTABLE QUALIFICATIONS
Education: A bachelor's degree or an equivalent combination of education and experience as outlined in the Job Family 3 Knowledge Equivalencies Chart is required. A degree in a technology-related field is preferred.
Experience: At least five years of varied information technology experience, which must include general experience in supporting personal computers and operating systems, work management systems, and system administration is required. Also included, at least five years of experience utilizing effective practices for IT service management, information security and customer service is required. Experience supervising technology staff or leading technology teams is preferred. Experience working in a higher education environment is preferred.
Skills: Leadership skills are required. The ability to understand and manage complex software and systems is required. The ability to effectively manage multiple complex projects concurrently is required. Effective interpersonal, customer service, organizational, project management, change management, service management, and team-building skills are required. Excellent verbal, presentation, and written communication skills with proficiency in writing technical documentation is required. The ability to maintain confidentiality regarding information processed, stored, or accessed by the systems is required. The ability to work effectively with a variety of constituencies possessing a wide range of technical knowledge is required. The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds is required.
Other: The twenty-four-hour scope of University operations may result in the need to work evenings, nights, and weekends to support implementations or upgrades and to respond to major issues with IT operations. Occasional attendance and participation at evening and weekend activities and workshops is required. Occasional travel for professional development is required.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Develops and implements IT service management (ITSM) strategies that align with the university and Computer Services goals.2. Oversees daily IT operations and ensuring that all services are delivered according to agreed-upon standards. This involves monitoring service performance, managing incidents, and ensuring the availability and reliability of Help Desk services.
3. Manages incident and service request prioritization and escalation, identifies trends, and provides solutions to recurring issues.
4. Maintains in-depth knowledge of university hardware, software, and systems through vendor training and individual effort.
5. Fosters good customer relations by regularly meeting with staff and stakeholders to review, assess, and suggest improvements, ensuring clear, timely, and professional communications for customer satisfaction.
6. Develops and maintains strategies, processes, and support structures for high-quality support services.
7. Ensures adherence to security policies and best practices by consulting with Coordinator, Cybersecurity Officer and stakeholders.
8. Documents and manages security groups, configurations, and changes per university guidelines.
9. Contributes to technology policies and procedures by serving on committees and supporting the department and university mission.
10. Oversees the administration of servers, systems, and databases for the campus-wide IT service management infrastructure, and for other various tools and systems utilized by IT support staff. Responsibilities include managing the IT ticketing system and associated ITSM tools, including the remote support appliance, and ensuring seamless integrations with other applications.
11. Develops in-depth knowledge of IT service management and enterprise management software, implements, configures, and administers these services, and coordinates support efforts with other university IT staff.
12. Leads and coordinates with departmental leadership and vendors to resolve system-wide issues. Advances IT solutions and leads projects to address technology needs, defining deliverables, timelines, and resources.
13. Supervises Help Desk staff, including full-time and part-time employees, graduate assistants, and student employees. Oversees staff selection, development, management, training, and orientation on Information Services policies and procedures. Assigns responsibilities, supervises work activities, determines professional development needs, evaluates performance, and serves on search committees as appropriate.
14. Sets and maintains high standards for staff priorities, service levels, metrics, best practices, and workflows.
15. Collaborates with the Coordinator and other administrators to identify technology needs and establish priorities. Manages multiple projects, including personnel and technology resources, and assists in strategic planning, analysis, and evaluation of the unit's performance and progress toward goals.
16. Serves as the contact for the User Support unit during the Coordinator's absences.
17. Contributes to a work environment that encourages knowledge of, respect for, and development of skills to engage with those of other cultures or backgrounds.
18. Remains competent and current through self-directed professional reading, developing professional contacts with colleagues, attending professional development courses, and obtaining certifications and attending training and/or courses required by the Coordinator, User Support.
19. Contributes to the overall success of Computer Services by performing all other duties as assigned.
SUPERVISION
The IT Support Administrator – Help Desk directly supervises full-time and part-time staff, graduate assistants and student employees.
OFFICE OF HUMAN RESOURCES
DECEMBER 2024
