Help Desk Manager

REPORTS TO:         AVP of Information Technology                            

REQUIREMENTS:  4 year degree in a computer related field or equivalent mix of education and experience. This person will need to have experience in SCCM (PC) and JAMF (Mac) deployment technology for the centralized managed of computers on campus. The position requires at least 3 years of experience in a computer related field to include managing personnel.

PRIMARY FUNCTION:   The primary function of this position is to manage the day-to-day operations of the Help Desk. This person will be charged with the responsibility to prioritize the various tickets coming in to the Help Desk. This person will also manage the Universities remote deployment infrastructure.

DUTIES:

1. Oversee the day to day operations of the Information Technology Help Desk

2. Act as a liaison to the University community for the IT Help Desk. This will include the dissemination of information and assisting with campus events involving end user support

3. Occasionally work a mixed shift including both evening and weekends to ensure interaction with all IT Help Desk staff members

4. Work with the AVP of Information Technology to ensure the efficient operation of the Help Desk.

5. Create/Maintain IT Help Desk Documentation on IT standards, policies and procedures.

6. Insure the growth and adequate maintenance of the technical knowledge base.

7. Participate in required training technical as well as interpersonal

8. SCCM – Create, update and deploy Windows images for staff and computer labs. Create applications for deployment with these images, as well as user installation through SCCM application catalog

9. JAMF - Create, update and deploy Macintosh images for staff and computer labs. Create applications for deployment with these images, as well as user installation.

10. Patch Management – Create and maintain a process for testing and releasing software patches and updates.

11. Work closely with ITS Staff to ensure proper integration of University software and systems.

12. Manage network license servers

13. Participate in training programs

14. Occasionally work a mixed shift including both evenings and weekends to minimize disruptions to the University community while also meeting deadlines

15. Manage the Universities encryption solution

16. Other duties as assigned.

Qualified applicants should forward a cover letter and resume via email to HROffice@pointpark.edu (preferred) or mail to:  
Point Park University
Human Resources Office
201 Wood Street
Pittsburgh, PA 15222

When responding via email please reference - HELP DESK MANAGER - in the subject line. 

Please submit documents in Rich Text (.txt) Word document (.doc) or Adobe Portable Document Format (.pdf).

All emails submitted will receive an automatic confirmation email.  Due to some junk mail filters, the confirmation email may not reach you.  To ensure receipt of the confirmation email, utilize the return receipt option built into your email program when sending your information. 

NO PHONE CALLS PLEASE.  Due to the high volume of resumes received, Point Park University will not be able to respond to inquiries regarding the status of your resume. If we determine that your skills and experience match the position requirements, we will contact you to discuss the opportunity further. If you do not hear from us, we encourage you to revisit our website at www.pointpark.edu for the status of the position and future opportunities. 

Point Park University is an Equal Opportunity Employer.