12/21/2018
Evening Supervisor, Help Center - Information Technology
- Tracking Code
- 002118
- Job Description
-
Information Technology (IT) supports the vision, values, mission, and goals of the University through providing IT infrastructure, systems, administrative applications, academic resources and related services to faculty, students and staff. Embracing DU’s Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of “One DU”.
The Information Technology Help Desk, located within the Anderson Academic Commons, provides customer focused IT support campus-wide, at the University of Denver, which includes phone, email, online, and drop-in services for all faculty, staff, and students.
Position Summary
Reporting to the Manager of the Help Center, this position is responsible for overseeing tiered support at the Help Center for evening and weekends, ensuring customer service and technical resolutions. This includes hands-on client assistance as well as supervision of part-time staff. Additionally, this position will provide training and mentoring of evening staff, ensuring quality customer service for individuals needing assistance, and will communicate regularly with the IT Help Center Manager regarding any escalated hardware/software issues. This position will also manage the public computers and printers in the Anderson Academic Commons, ensuring that they are current and in good working order.
Essential Functions
- Oversees tiered support at the Help Center during evening and weekend hours.
- Supervises hourly staff and participates in their hiring, training, and evaluation.
- Creates staff schedules in collaboration with the Help Center Manager, maintaining coverage at the Help Center during hours of operation.
- Ensures quality customer service and is the point of contact for escalated incidents and/or clients that require additional assistance.
- Provides assistance with hardware and software issues for the University community via drop-in and phone support.
- Performs in-warranty hardware repairs for Dell computers and Apple computers.
- Troubleshoot AAC computer lab issues, including virtual machines and public printers.
- Supervision of hourly non-benefitted employees which could include student hourly and work-study.
- Participates in the hiring, training, and development of employees, as well as disciplinary actions and performance reviews.
Knowledge, Skills and Abilities
- Strong verbal and interpersonal communication skills.
- Ability to communicate with diplomacy, tact, and judgment, both in person and on the telephone.
- Ability to gather and organize information for the purpose of identifying needs and possible solutions.
- Ability to analyze, troubleshoot, organize work, set priorities and develop possible solutions for problems.
- Ability to prioritize work requests, manage projects, and be able to concentrate and not be distracted while performing task.
- Good organizational skills, punctuality, and dependability.
- Ability to perform well under pressure and be able to change behavior in relation to others actions.
Required Qualifications
- Associate's degree or equivalent education in related field.
- Experience working in an IT environment.
- Experience working with PC/Mac hardware and software.
Preferred Qualifications
- Experience working in a fast paced, customer-focused environment.
- Previous experience working in a college or university setting.
- 1-2 years of supervisory experience.
Work Schedule
Wednesday - Sunday, 2:00 pm - 10:00 pm. Hours and days may vary depending on the academic term.
Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) on Friday, January 4, 2019.
Special Instructions
Candidates must apply online through www.du.edu/jobs to be considered. Only applications submitted online will be accepted. Once within the job description online, please scroll to the bottom of the page to apply.
Please include the following documents with your application:
- Resume
- Cover Letter
The University of Denver is committed to enhancing the diversity of its faculty and staff. We are an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment regardless of age, race, color, national origin, religion, sex, sexual orientation, gender identity, disability, military/ veteran status or any other status protected by law.
All offers of employment are based upon satisfactory completion of a criminal history background check.
- Department
- UTS-Customer Service (401200)
- Position Type
- Full-Time/Regular