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    Help Desk Manager - Chicago, United States - Roosevelt University

    Roosevelt University
    Roosevelt University Chicago, United States

    3 weeks ago

    Default job background
    Description


    A Help Desk Manager at Roosevelt University leads the IT Help Desk in reducing and resolving technical issues submitted to the Help Desk.

    The Help Desk Manager must have excellent verbal and written interpersonal and communication skills. The Help Desk manager provides leadership, support and advice with technical and software issues.
    The Help Desk Manager must be able to interact with all users using jargon-free communications.

    In addition to providing direct end-user support, the Help Desk Manager's key responsibility include hiring, training and ongoing mentoring of student workers, create and maintain ongoing documentation and knowledge base articles to streamline and improve support, creating regular reports tracking Help Desk metrics, and advocate for students and faculty/staff in getting issues resolved.

    Roosevelt University requires all new hires to be compliant with our

    COVID -19 vaccination policy, found at the

    COVID -19 website

    .


    All new hires are required to be fully vaccinated (including booster shot if eligible) or have an RU approved religious or medical exemption.

    Proof of documentation will be required at the time of hire.


    Title IX Contact Information:


    Federal Title IX policy requires that all colleges and universities make known the contact information for the person responsible for coordinating its efforts to comply with Title IX regulations.

    At Roosevelt University, the Title IX Coordinator is Shana Anderson. Her office is in the Auditorium Building of the Chicago campus, 430 S. Michigan Avenue. She can be reached at

    .
    Do not contact this email address for inquiries about your job application; if you have questions about your application, you may email

    .
    Knowledge, Skills and Abilities Required
    Provide excellent customer service skills by being proactive, responsive, attentive, knowledgeable, and organized.
    Hire, train and mentor student workers.
    Create and maintain documentation/KB articles for Help Desk and


    LTS
    audiences.
    Autonomously communicates and collaborates with other members of IT when necessary.
    Research ways to streamline and improve support.
    Create reports to track metrics.
    Researches new technologies and industry best practices. Creates a "team" environment by sharing and offering solutions with the other members of Tech Support.
    Some knowledge in basic networking concepts.
    Demonstrated proficiency in Microsoft Office Suite including Teams, Word, Excel and Outlook.
    A positive, professional and friendly demeanor is a must.
    Years of Experience Required

    7
    Required Education

    Associates Degree
    Certification/Licensure Required
    CompTIA A+ or equivalent
    Minimum Qualifications

    Minimum 7 years working in a Help Desk environment.
    Minimum 2 years of management or project leadership experience.
    Preferred Qualifications

    2 years or more of IT related leadership experience with direct reports
    Preferred experience with command line tools.
    Preferred experience with break/fix scenarios.
    Preferred experience with both PC and Mac.
    Experience working in an exchange/O365 environment is a plus.
    Preferred 10 years of experience working in Information Technology.
    Equipment Operated

    Windows and Mac OS desktops and laptops, tech support related servers, mobile devices and multi-functional devices.
    Working Conditions
    Normal climate-controlled office environment is provided. Job is partially sedentary, and there is a need to move about the office and buildings frequently. Occasional bending, stooping, lifting, pushing and/or pulling is required (typically less than 40 pounds of weight or pressure). Regular use of desktop computer is required, calling for frequent hand/wrist movement and repetition. Moderate level of stress. Travel to other buildings/campuses may be required.
    Priority Application Instructions
    Departmental Contact Information
    Essential Job Functions
    Duty and Responsibility
    Resolve technical issues submitted to Help Desk
    Percentage Of Time

    50
    Duty and Responsibility
    Hire, train and mentor student workers.
    Percentage Of Time

    30
    Duty and Responsibility
    Create and maintain documentation/KB articles for Help Desk and


    LTS
    audiences.
    Percentage Of Time

    10
    Duty and Responsibility
    Create metrics and research ways to streamline and improve support.
    Percentage Of Time

    10
    Posting Specific Questions

    Required fields are indicated with an asterisk (*).

    • Do you have at least 7 years working in a Help Desk environment?
    Yes
    No


    • Do you have experience hiring, training, and mentoring student workers?
    Yes
    No


    • Have you completed at least 2 years (60 credit hours) of college coursework?
    Yes
    No

    #J-18808-Ljbffr
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