Information Systems Manager

This position will oversee the helpdesk, manage two full time IT Support Technicians and around 12 student workers. This position triages inbound help requests and problem reports, attempts to provide remote or walk up resolutions and if necessary ascertains which IT staff area and member needs to respond. The position will be responsible for some training and assist in maintaining the Campus VoIP system.

Provide 2nd tier IT support to Campus Community on software, operating system, hardware, VoIP phones. Support includes but not limited to Microsoft Office 365, Banner, Argos, DegreeWorks, Blackboard Learn, Qualtrics, Adobe Connect, Windows 7 and 10, Mac OSX, Android and Apple IOS tablets/phones.

Manage and supervise two full time Information Systems Technicians

Manage, train, hire and fire Tier 1 student technician workers in providing phone and in person support to around 600 university owned computers and phone/walkup software support for undergraduate and graduate students.

Coordinate Technology area scheduling. Coordinate workflow and run required reports from SysAid workorder system.
% of Time 10

Provide initial assessment of reported Network issues for escalation to Networking Support Team. Provision Shortel VoIP phones, change voicemail passwords run monthly reports including long distance charge back reports.

Write Training Materials for use on website and in person training. Provide training to user community on both purchased software and custom code written in house. Install, modify and repair computer hardware, software etc. Create and deploy Software and Operating System images. User Account Maintenance. Serve on IT Security Committee. Other duties as required.

1. CompTIA A+ Required within 6 months of employment
2. Network + Required within 6 months of employment

Position must be able to communicate on phone with end users. Position must be able to use a UHF Radio system to dispatch technicians. Applicant must have excellent written and oral communication skills in the English Language. Applicant must be able to triage situations, prioritize, deal with changing circumstances and deal with high volume times that usually occur around semester startups.