Help Desk Coordinator

Help Desk Coordinator

Fort Collins, CO

No

201900808AP

Admin Professional/ Research Professional

40

$55,000 - $65,000

09/08/2019

Housing & Dining Services (HDS) Technology Services supports a diverse clientele of students, staff, and guests from numerous different countries, cultures and levels of computer knowledge, and provides HDS with a reliable, efficient, and secure computer network, including all related technology resources and business solutions. Technology Services promotes the effective and responsible use of current technology through excellent customer service, education, and technology expertise.

HDS is part of the Division of Student Affairs (DSA) at Colorado State University (CSU). CSU is a major Land Grant University with approximately 31,000 students and is set in Fort Collins, a city of approximately 160,000, located 65 miles north of Denver, Colorado.

The Customer, PC & Applications Support (CPAS) Assistant Coordinator is responsible for providing technical support, advanced troubleshooting and creating an effective student work force (which is the face of Technology Services) through supervision, training, and mentoring of the help desk student technicians. This position maintains a high level of customer service while providing direct IT support to an inclusive and diverse population of students, residents, and staff.

This position requires a solid IT background and broad range of technical knowledge related to support in a Windows domain environment dealing with Windows and Apple operating systems, network protocols, wireless networks, and mobile devices. Strong technical troubleshooting skills are a must as the position handles elevated calls as well as manages and trains student staff to handle Tier 1-2 types of calls/problems and will be their main point of contact.

HDS values exceptional customer service and this position is a highly visible key to fulfilling our commitment to be as supportive as we can when an end user has a problem and to make sure they are taken care of as quickly as possible. Effective communication within such a diverse user environment is critical when dealing with differences in cultures, languages and computer knowledge. This position helps maintain the face of Technology Services by training and mentoring the student staff to embrace the values of customer first service, inclusion, diversity and social justice.

This position reports to the HDS Customer, PC, and Applications Support (CPAS) Manager.

• Bachelor’s degree in CS, CIS or related field 

  • Substitution: Bachelor’s degree in an unrelated field plus two years of full time professional IT experience 

• Two years professional experience working in a tiered IT help desk environment (in addition to the above requirement.)

• Two years of experience with leadership, development and supervision of staff (i.e.: full time, hourly, student hourly, intern, etc., concurrent with the above requirements.)

• Experience leading, developing and managing student staff.

• Current knowledge and experience with technology support best practices in a large, complex organization including the effective use of work order management software.

• Proven critical thinking and effective communication skills with a demonstrated ability to identify, analyze, and resolve issues through data collection, research, and troubleshooting.

• Experience with remote update systems in the Microsoft and/or Apple environments.

• Knowledge of, and/or experience with, Microsoft SharePoint, Microsoft OneNote, BMC Track-It, Windows Deployment Services, Citrix.

• Experience using and troubleshooting Windows infrastructure and services (i.e.: Group Policy, Event Logs, Active Directory, etc.)

• Experience supporting point-of-sales systems.

• Relevant knowledge and familiarity with Apple IOS, MacOS and/or virtual machines (such as Parallels) functioning within a Windows Domain environment.

• Demonstrated ability to plan, organize, manage and complete multiple tasks on a daily basis in a high volume work environment.

• Understanding of networking fundamentals such as TCP/IP, DHCP, DNS, public/private addressing, and wireless troubleshooting.

Personal and professional commitment to diversity and inclusion as demonstrated by involvement in teaching, research, creative activity, service to the profession and/or diversity/inclusion activities.

Call Center Supervisor

• Act as technical and administrative lead for the call center and student hourly support staff within the tiered help desk environment of the CPAS unit, supporting an inclusive and diverse user environment.

• Manage the call center support effort by assigning work orders to appropriate student technicians. Assist in assigning work orders to full time staff, when needed. Develop and produce routine help desk metrics.

30

Student Management and Training

• Develop and manage a team of student hourly staff. Recruit, hire, and train student hourly technicians. Administer accurate and efficient problem isolation and resolution by student hourly staff. 

• Evaluate and make recommendations for student staffing needs, duties/roles, and responsibilities. Assist in the administrative duties of the on-boarding of new student technicians.

• Coordinate the development of a Technology Services Knowledgebase and training of student staff on providing high quality customer service, IT best practices, operating procedures, and troubleshooting techniques. This includes maintaining, updating, and developing training materials for student technicians.

20

Technical Support

• Provide support as a technical expert with advanced troubleshooting skills. Collaborate with other HDS Technology Services full time professional staff to resolve complex technical issues or work order escalations. 

• Effectively analyze, troubleshoot, and resolve end user problems (Tier 1 and Tier 2) and issues regarding computer hardware/software, email, network (wired and wireless), printers, peripheral equipment, mobile devices, etc.

• Assist in providing first level support, diagnosis, troubleshooting, and support to campus card system (hardware and software), to include: analyzing log files, restarting services, configuring and deploying POS systems & card reader devices, escalation of problems to System Administrators.

• Assist in analyzing and implementing computing devices within a complex and diverse computing environment, ensuring consistency with university policies, standards, and best practices.

20

Systems Support

• Provide recommendations for the purchase, maintenance, inventory, and deployment of hardware including Apple and PC systems, mobile devices, and auxiliary devices. 

• Assist in domain user management, to include: new account creation, account disabling, password resets, etc.

• Install, upgrade, and maintain approved software on staff systems.

• Assist in providing and maintaining accurate information on the inventory of HDS hardware (i.e.: PC’s, laptops, Macs, printers, tablets, thin clients, etc.).

20

Other Duties

• Serve as a backup to other CPAS staff when needed.

• Actively participate in Housing and Dining Services trainings and meetings.

• Assist with incident management and provide after-hours response (as needed) in support of resident services, some of which may need to be on-site.

• Other duties as assigned.

• Must be able to lift up to 50 lbs., communicate effectively in English, both verbally and in written form, and obtain a Colorado driver’s license.

10

For full consideration, please apply by 9/8/2019, 11:59 pm (MT). Interested applicants must submit a cover letter which addresses how professional experiences align with identified required and preferred qualifications of the position, a current resume, and contact information for 3 professional references. Applicants needing assistance or accommodations may contact Emily Jansen at emily.jansen@colostate.edu or (970) 491-4703. If you have any questions, please contact Emily Jansen.

References will not be contacted without prior notification of candidates.

Pre-employment Criminal Background Check (required for new hires), Valid Driver’s License

Emily Jansen, emily.jansen@colostate.edu

Colorado State University is committed to providing an environment that is free from discrimination and harassment based on race, age, creed, color, religion, national origin or ancestry, sex, gender, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or pregnancy and will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Colorado State University is an equal opportunity/equal access/affirmative action employer fully committed to achieving a diverse workforce and complies with all Federal and Colorado State laws, regulations, and executive orders regarding non-discrimination and affirmative action. The Office of Equal Opportunity is located in 101 Student Services.
 

The Title IX Coordinator is the Executive Director of the Office of Support and Safety Assessment, 123 Student Services Building, Fort Collins, CO 80523 -2026, (970) 491-7407.
 

The Section 504 and ADA Coordinator is the Associate Vice President for Human Capital, Office of Equal Opportunity, 101 Student Services Building, Fort Collins, CO 80523-0160, (970) 491-5836.

Colorado State University (CSU) strives to provide a safe study, work, and living environment for its faculty, staff, volunteers and students. To support this environment and comply with applicable laws and regulations, CSU conducts background checks. The type of background check conducted varies by position and can include, but is not limited to, criminal (felony and misdemeanor) history, sex offender registry, motor vehicle history, financial history, and/or education verification. Background checks will be conducted when required by law or contract and when, in the discretion of the university, it is reasonable and prudent to do so.

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