Coordinator, User Support and Help Desk Services

The primary function of the Coordinator, User-Support and Help Desk Services is to develop, manage, and enhance the processes, functions, and efficiency of the Athens State University Help Desk. To this effort, the position must focus on proactive user-support and delivering training and guidance to end-users in an attempt to pre-emptively avoid technical issues arising. Additionally, the position will assist with other tasks as needed by the Academic Technology Services (ATS) department.
RESPONSIBILITIES:

• Manage and maintain the Athens State University Help Desk and be responsible for front line support of institutional users of enterprise applications, desktops, networks, and information resources.

• Develop and modify procedures to enhance the efficiency of the Help Desk

• Recruit and retain Tier 1 Help Desk support personnel

• Supervise Tier 1 Help Desk support personnel day-to-day operations

• Responsible for managing and resolving Help Desk Extended Hours services (ex: nights, weekends, and holidays)

• Stay current with technologies used on campus from various departments (ex: ITS, Institutional Research, individual colleges, etc.) to proactively address end-user needs

• Develop and modify tactics to improve the accessibility of the Help Desk around campus

• Develop and modify strategies to ensure Help Desk service levels remain at or above targets set by ATS

• Serve as a bridge between Tier 1 support personnel and Tier 2 support personnel (whether residing in ATS or outside entities)

• Manage the availability of equipment acquired by ATS for use by university stakeholders

• Proactively address common end-user problems and create methods to address those issues

• Continually identify top issues, topics, and trends reported to the Help Desk

• Develop and modify a program to create support materials to help empower end-users to resolve their problems

• Identify external trends that could impact end-users and work on strategies to resolve these issues

• Create and maintain a training and development system for staff and students

• Responsible for the development, maintenance and modification of staff and student orientations and tutorials

• Develop and manage the ATS and Help Desk web sites

• Create and nurture a cooperative and collaborative atmosphere that emphasizes customer service and support

• Establish consistent expectations with all customers following established service protocols and timelines for efficient and effective service delivery 

• Develop and nurture relationships with campus entities and units to better determine their support needs

• Remain current with trends, software, and best practices in help desk and customer support (ex: readings, webinars, conferences, etc.)

• Practice quality customer service in all interactions with the University community

• Works toward continuous improvement of the department through efficiency and end-user empowerment in support of the University mission

• Demonstrates flexibility and adaptability to changing work scope and task based on needs

• Proactively engages in problem solving related to tasks in this position with internal and external people

• Identifies opportunities for improvements to work practices and offers viable solutions for implementation

• Routinely practices self-monitoring by assessing self to make improvements or take corrective action

• Actively works towards building cooperative and collaborative relationships with peers and internal customers

• Work with other ATS personnel to accomplish ATS Objectives, Goals, and Outcomes

• Assist the Coordinator of A/V Services in the support of campus audiovisual needs

• Assist in the development of training sessions and materials for university stakeholders

• Assist in the development of multimedia projects

• Other duties and responsibilities as assigned

QUALIFICATIONS REQUIRED:

• Bachelor’s degree from a regionally accredited institution

• Strong computer skills (diagnosis, repair, troubleshooting, etc.)

• Strong interpersonal communication skills (written and verbal)

• Strong organization and multi-tasking skills

QUALIFICATIONS PREFERRED:

• Computer related certifications or degrees that show continuing education

• Strong presentation and public speaking skills

• Ability to clearly design and develop training materials and topics

$32,000 – $39,510, minimum to midpoint, commensurate with experience and qualifications. Excellent benefits.

Located in historic Athens, Alabama, Athens State University offers junior and senior-level coursework to community college graduates and transfer students holding sufficient credits from other institutions. Presently, over 3,100 students have selected Athens State because of its neighborly environment where 50 majors and degree programs are offered, with courses taught by a supportive and exceptional faculty. Approximately 80% of the students are enrolled in at least one online course. The typical student is a working adult who commutes. Recently, the University was featured in the 2015 Best Value Online College Rankings by OnlineU.org for four online programs including computer science, accounting, education and human resources. The University offers undergraduate degree programs in Liberal Arts, Teacher Preparation, and Business. The University employs more than 350 full and part-time employees with approximately 90 full-time faculty members in three colleges: College of Arts and Sciences, College of Business, and College of Education. Seventy-five percent of the full-time faculty members hold a terminal degree. The University is accredited by the Southern Association of Colleges and Schools Commission on Colleges.
Athens, Alabama is located in north Alabama equidistant between Nashville, TN and Birmingham, AL. Athens is home to several events and festivals that have been featured as the Southeast Tourism Society’s “Top 20 Events in the Southeast” including the Athens Storytelling Festival and the Tennessee Valley Old Time Fiddlers Convention.

Non-Discrimination Policy Statement Athens State University, as an equal opportunity/affirmative action institution, complies with all applicable federal and state laws regarding nondiscrimination and affirmative action. Athens State University does not discriminate on the basis of race, color, national origin, age, marital status, gender, gender identity, gender expression, pregnancy, sexual orientation, disability, religion, genetic information, or veteran status in employment, or admissions to or participation in educational programs and activities. Inquiries or concerns may be addressed to the Office of the Vice President of Enrollment and Student Support Services, 300 N. Beaty St., Athens, AL 35611, 256- 233-8175.

In accordance with Athens State University Policy and guidelines, the applicant chosen for employment will be required to sign a consent form for a criminal background check. Employment will be contingent upon the receipt of a clearance notification from that criminal background check.

Unofficial transcripts should be from the college or university which verifies minimum qualifications for the position. Upon an offer of employment, official transcripts from all colleges and universities attended must be submitted. Continued employment is contingent upon receipt of transcripts from all colleges and universities attended.

Please provide contact information for three professional references on your application

Athens State University participates in the E-verify System to verify employment eligibility for all newly-hired employees.

Starting date: September, 2018

Position closes, July 24, 2018, midnight, CST.

For assistance, contact the Human Resources Office at 256-216-3333 or email us at employment@athens.edu.