IT Specialist / Help Desk Manager

POSITION SUMMARY: This position serves the first level in the helpdesk and provides troubleshooting, solution implementation and support for IT systems. This position will provide support for IT project implementation, help desk calls and backup support for system administration, security and applications, and data center.

ESSENTIAL FUNCTIONS:

• Coordinate and resolve user issues sent via the Help Desk e-mail account and via any direct or indirect contacts.
• Ensuring customer service is timely and accurate on a daily basis.
• Recruiting, training, and supporting help desk representatives and technicians
• Set specific customer service standards.
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Establish best practices through the entire technical support process.
• Follow up with customers to identify areas of improvement.
• Develop monthly reports on help desk team’s productivity.
• Provide customer feedback to the appropriate internal teams, like product developers.
• Troubleshoot and resolve software and hardware issues for end-users in a timely manner.
• Seek assistance and guidance from appropriate IT staff when the initial resolution is not satisfactory, or involvement of other IT staff is necessary.
• Install software in computer labs, classrooms and maintain software and hardware in both.
• Assist to maintain network security, prevent network misuses, and identify server-related issues.
• Follow established IT policies and guidelines in communications with end-users.

• Supports user access management with account creation and password support.
• Troubleshoots problems and supports IT team in implementing solutions could include DNS, identity access management and help desk calls.
• Maintains high-level of customer service in dealing with and responding to end-user requests.
• Additional duties and responsibilities as needed.

SUPERVISORY REQUIREMENTS:

• Required to train and supervise student workers.

EDUCATION:

Desirable: Bachelor’s degree in computer science or a closely related IT field.

EXPERIENCE:

Essential: At least 1 years’ experience in software, hardware and networking with 1 year experience in help desk support.

Desirable: Help desk management experience in a higher education environment.

KNOWLEDGE, SKILLS, ABILITIES:

• Ability to work a flexible schedule to accommodate work requirements.
• Read technical manuals and keep up to date on computing technology as appropriate.
• Ability to work independently to manage and complete projects.
• Ability to work effectively in a team environment.
• Ability to prioritize, plan and organize multiple tasks to meet deadlines.
• Organize and maintain documentation and inventories.
• Collaborative attitude with the ability to effectively support and encourage colleagues.
• Exceptional organizational, prioritization, attention to detail and follow-up skills.
• Ability to maintain the confidentiality of sensitive information.
• Working knowledge of various general-use and productivity software.
• Working knowledge of networking technologies.
• Ability to create results-oriented environment.
• Ability to develop, enhance and maintain positive working relationships with all users.
• Team building, analytical and problem-solving skills, critical thinking and decision-making skills.
• Effective written and verbal communication skills.
• Ability to maintain utmost character and ethics.

WORKING CONDITIONS:

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear. The employee may occasionally lift and/or move up to 50 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually quiet to moderate. While performing the duties of this job, the employee may be exposed to weather conditions prevalent at the time.

WORK SCHEDULE:

Normal work day is Monday through Friday 8:00AM to 5:00PM, including one hour allocated for lunch. Schedule flexibility is necessary to handle network emergencies during non-business hours in collaboration with other IT staff.

Job Type: Full-time

Pay: $47,000.00 - $49,000.00 per year

Benefits:

• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Eureka, IL 61530: Reliably commute or planning to relocate before starting work (Required)

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 1 year (Preferred)
• IT: 1 year (Required)

Work Location: One location