Adams State University
HelpdeskManager
“Helpdesk Manager at Adams State University. Skills: management of the CS helpdesk, oversight of all aspects of the initial requests for technical support, develops and implements technical support processes and procedures, evaluates and recommends tools, creates and publishes support materials and documentation. management of the CS helpdesk. oversight of all aspects of the initial requests for technical support from campus constituents”
What You'll Achieve.
goal of resolution on the first contact with the customer
Industry & Context.
sound problem solving skills
candidates must be legally authorized to work in the United States, Adams State University is unable to provide sponsorship, transfer, or support for employment visas (such as H-1B, TN ect. ) for this specific opening, background screening for its prospective, continuing, and returning employees as well as students in certain circumstances, Offers of employment will be contingent upon the completion of an acceptable background check
What They're Looking For.
Must Have
Bachelor's Degree required, Minimum of 1 year professional work experience in an IT support-related field, Demonstrated customer service skills, Demonstrated written and oral communications skills, Experience supervising and leading a team, IT experience with common technologies such as Microsoft Windows, Microsoft Office, Google applications etc
Nice to Have
Apple Macintosh knowledge a plus, Experience creating and administering surveys a plus
What You'll Do.
management of the CS helpdesk
oversight of all aspects of the initial requests for technical support from campus constituents
develops and implements technical support processes and procedures
evaluates and recommends tools
creates and publishes support materials and documentation
Supervision and oversight of the helpdesk function for the Computing Services Department
and supervising the Help Desk student workers
Coordinating all requests for technical support via email
Resolving technical support requests directly when possible
with the goal of resolution on the first contact with the customer
Ensuring tickets are created and appropriately prioritized and categorized in the Computing Services Helpdesk ticketing system
Account management responsibilities
Communication with customers regarding account ID management
Determining and granting the proper security access to and ERP system in coordination with the appropriate Data Steward
Monitoring our customer feedback surveys and responses for feedback
Creating and updating existing “how-to” documentation
and provide training on systems and applications
Engage in independent research and ongoing maintenance of technical knowledge
Support the Library staff and work studies as they provide loaner laptops
and voicemail-to-email setups on the campus VoIP system
Promote the services of the CS Help Desk
Provides secondary support for ResNet
Level 1 and 2 technicians
and for faculty and staff refresh
Have a working knowledge of
and provide backup role for SCCM
and Jamf in support of campus PCs and Mac computers
Other duties and functions as necessary in the overall management and oversight of the Helpdesk
How You'll Work.
Team & Collaboration
collaboration with both the customer and the Computing Services staff are essential; coordination with the appropriate Data Steward; Support the Library staff and work studies; Provides secondary support for ResNet, Level 1 and 2 technicians, interns, and for faculty and staff refresh
Communication Scope
excellent communication and interpersonal skills; Demonstrated written and oral communications skills
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