Help Desk Shift Supervisor

University of New Hampshire•Plymouth, NH

9d•Onsite

About The Position

Apply technical knowledge and customer service skills to supervise and provide telephone and walk-up technical support to all members of the University System of NH community as part of a 7-day a week support organization; specifically, basic and advanced user hardware and software problems including desktop computers, mobile devices and enterprise system software. The position requires excellent problem-solving skills and a professional capable of working collaboratively with a talented team of IT professionals in an integrated service environment that supports both the ET&S mission as well as the mission for local campuses across the state. Scope of services include technical desktop support for: Windows and Mac systems, desktop applications, printing, accounts/passwords, wired/wireless network connectivity, security practices and policies, configuration and troubleshooting of mobile devices; liaison services with other IT resources. Provide Comprehensive Tier 1 support for all UNH IT services, and Tier 2 expert level support for select services. Assure a high level of service in meeting requirements of various Service Level Agreements established between ET&S and other USNH units. During ‘On-Point’ shifts, oversee Help Desk operations and staff in the provisioning of support resources and troubleshooting on a wide range of ET&S IT products and services; ensure staff is adhering to policies and standard operating procedures; monitor and analyze Help Desk incidents, make recommendations for continuous improvement and trending reports. This position is assigned primarily to the Plymouth campus, however due to the enterprise nature of our support environment, temporary supervisory coverage at the other ET&S Help Desk locations may be necessary to meet the needs of the organization. Additionally, this position is considered essential staff in regard to curtailed operations coverage and work schedule may be modified as the needs of the organization change with occasional schedule shifts to accommodate peak support periods, such as BTS, semester start-up, fiscal year end, orientation and graduation, etc.

Requirements

Bachelor’s degree and two years of experience
Associate’s degree and four years of experience, or combination of education and experience equal to six years.
Experience in information technology specialty areas as required by employing unit.
Overall computer literacy and computer skills as required by employing department/unit.
Demonstrated solid communication skills, customer service experience in a technology environment and the ability to write standard operating procedures and customer facing knowledge base documentation.
Demonstrated knowledge and experience in usability/quality assurance procedures within a technical environment.
Willingness to be flexible, learn additional skills as required by changes that may occur within the organization.
Technical ability and understanding, at a minimum, in three of the following categories of support:
Central systems: Microsoft Exchange E-mail, Web based applications
Learning Management Systems
Networking: Desktop connectivity, configuration, wireless
PC/Mac: Operating systems, word processing, spreadsheet, anti-virus software, spyware
Customer Support Tools: Call Logging and Tracking, Call Management System, Automated Voice Response System, Knowledge Base Management, Remote PC Software, CHAT services
ITIL Foundations Certification, knowledgeable about ITSM principals.

Nice To Haves

Experience providing support in an educational environment.

Responsibilities

Provide technical support to all members of the University System of NH community and solve basic and advanced user hardware and software problems or questions including desktop computer hardware and software, and enterprise systems and software.
Provide professional, courteous, prompt, and accurate support and solutions to users.
Follow up and communicate ticket information to users when appropriate.
Stay informed of changes to operating procedures, operating systems, software, service level agreements, policies, and procedures that affect customers.
Make extensive use of call logging, remote support tools, and tracking systems to record, research, answer, or refer customer inquiries.
Escalate issues as appropriate.
Meet or exceed Help Desk Support metrics for first-contact problem resolution and customer satisfaction.
Provide support for and assist with specific, defined projects and/or daily operational tasks as assigned by supervisor.
This may include, but is not limited to, the creation and maintenance of project information and/or KB documentation, information or specification gathering, data collection, assisting with new computer deployments, and asset management.
Provide comprehensive supervisory and technical support through in-person, telephone, and remote channels for a wide range of microcomputer, network, and central system issues, encompassing operating systems, printing, network/wireless connectivity, email, and central system applications.
Prioritize Help Desk tickets based on established Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs), ensuring timely resolution and adherence to departmental guidelines.
Assure that staff are well-versed in standard operating procedures, deliver excellent customer service, and remain updated on critical changes impacting support delivery.
Utilize IT Service Management (ITSM) software tools extensively to streamline processes, record interactions, conduct research, and or dispatch customer service and restoration requests for all ET&S Services.
Act as a liaison between upper-level technical staff, customers, and the Help Desk team, facilitating the identification of trends, troubleshooting efforts, and issue resolution.
Represent Help Desk concerns at meetings to drive problem-solving initiatives and improve service delivery.
Provides direction, communication and guidance during service outages in accordance with established guidelines; implement continuous improvement strategies to refine customer service practices and satisfaction levels.
Supervise and mentor student workers at the Help Desk, ensuring they appropriately address technology issues, triage effectively, and document resolutions accurately.
Assist in the selection and hiring process of student staff and actively participate in their annual performance reviews.
Provide comprehensive aid, assistance, and training to Help Desk student workers to empower them in resolving advanced user problems and inquiries.
Utilize established supervisory support tools to document issues, resolutions, and maintain consistency across all shifts.
Helps maintain the online schedule for student staff, ensuring optimal shift coverage for all operational hours.
Continuously seek opportunities for process improvement and efficiency gains within the Help Desk operations.
Administers advanced and privileged technical support in areas such as student desktop wireless remediation, the creation, modification, and depreciation of department shared drives and locked accounts through Active Directory.
Provides elevated support via administrative rights within M365 environment – to assist users with multi-factor authentication, bit locker keys, email list servs, group and Microsoft Teams creation and the creation of SharePoint sites, etc.
Acts as a Jr. AD admin to resolve Domain issues and install application on University owned endpoints.
Creates and documents Sponsored User accounts and other account provisioning systems.
Maintains communications across the ET&S Help Desk Service Line to discuss best practices in efforts of maintaining our unified support.
Seeks new ways to improve our support services.
Provides instruction and conducts basic training sessions, which may include training key users in application and/or system functionality.
Prepares support documentation (online, print, multimedia) and makes changes / updates to existing documentation.
Pro- actively updates ET&S Status website and updates both external and internal support documentation.
Communicates service outages to ET&S leadership and campus constituencies as appropriate via normal and emergency communication methods.
Maintains communications with appropriate ET&S staff and informs them – as well as the Help Desk Service Line Leader – of potential anomalies.
Supervises specific, defined projects and/or manage daily operations of a project as assigned, which may include creation and maintenance of project information and documentation, such as task lists, charts, code-changes, data collection and metrics reporting, and specification gathering.
Opens and closes the building/office as directed by supervisor.
Serves in the role of Essential Staff and provides supervisory coverage during curtailed operations, emergency campus closures and as needed to support the needs of ET&S and the local campus to which they are assigned.
Is responsible for building/department security during his/her shift including being prepared to carry out the Building Emergency Response Plan as necessary.
During an emergency, may serve as the primary team contact with emergency response authorities.
Maintains technology currency and relevancy.
Uses resources to maintain and improve skills in area(s) of responsibility.
Participates in intra-department cross training and other professional training as assigned.
Works closely with Help Desk, Desktop Support and other ET&S staff to acquire additional technical and non-technical knowledge.
Other duties as assigned.