Help Desk Coordinator

Colorado State University-Fort Collins  |  Fort Collins, CO

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Job Overview

Posted 2 weeks ago

Job Details

Position Title:

Help Desk Coordinator

Job Type:
Location: Fort Collins, CO
Positions Available: 1
Institution Type: Public, 4-year
Institution Size: < 30,000 Students
Employer ID: 28039
Application Deadline: 09/08/2019

Benefits

Salary Range:
$55,000 - $65,000
Housing for Position:
None provided
Benefits
Salary Range:
$55,000 - $65,000
Housing for Position:
None provided
Qualifications
Education:
Bachelors Required
Major Preference:
No Preference
Experience:

Qualifications
Education:
Bachelors Required
Major Preference:
No Preference
Experience:

Position Description

The Customer, PC & Applications Support (CPAS) Assistant Coordinator is responsible for providing technical support, advanced troubleshooting and creating an effective student work force (which is the face of Technology Services) through supervision, training, and mentoring of the help desk student technicians. This position maintains a high level of customer service while providing direct IT support to an inclusive and diverse population of students, residents, and staff.

This position requires a solid IT background and broad range of technical knowledge related to support in a Windows domain environment dealing with Windows and Apple operating systems, network protocols, wireless networks, and mobile devices. Strong technical troubleshooting skills are a must as the position handles elevated calls as well as manages and trains student staff to handle Tier 1-2 types of calls/problems and will be their main point of contact.

HDS values exceptional customer service and this position is a highly visible key to fulfilling our commitment to be as supportive as we can when an end user has a problem and to make sure they are taken care of as quickly as possible. Effective communication within such a diverse user environment is critical when dealing with differences in cultures, languages and computer knowledge. This position helps maintain the face of Technology Services by training and mentoring the student staff to embrace the values of customer first service, inclusion, diversity and social justice.

This position reports to the HDS Customer, PC, and Applications Support (CPAS) Manager.


Job Requirements

Required Job Qualifications

• Bachelor’s degree in CS, CIS or related field 
o Substitution: Bachelor’s degree in an unrelated field plus two years of full time professional IT experience 
• Two years professional experience working in a tiered IT help desk environment (in addition to the above requirement.)
• Two years of experience with leadership, development and supervision of staff (i.e.: full time, hourly, student hourly, intern, etc., concurrent with the above requirements.)

Preferred Job Qualifications

• Experience leading, developing and managing student staff.
• Current knowledge and experience with technology support best practices in a large, complex organization including the effective use of work order management software.
• Proven critical thinking and effective communication skills with a demonstrated ability to identify, analyze, and resolve issues through data collection, research, and troubleshooting.
• Experience with remote update systems in the Microsoft and/or Apple environments.
• Knowledge of, and/or experience with, Microsoft SharePoint, Microsoft OneNote, BMC Track-It, Windows Deployment Services, Citrix.
• Experience using and troubleshooting Windows infrastructure and services (i.e.: Group Policy, Event Logs, Active Directory, etc.)
• Experience supporting point-of-sales systems.
• Relevant knowledge and familiarity with Apple IOS, MacOS and/or virtual machines (such as Parallels) functioning within a Windows Domain environment.
• Demonstrated ability to plan, organize, manage and complete multiple tasks on a daily basis in a high volume work environment.
• Understanding of networking fundamentals such as TCP/IP, DHCP, DNS, public/private addressing, and wireless troubleshooting.

Application Information

For full consideration, please apply by 9/8/2019, 11:59 pm (MT). Interested applicants must submit a cover letter which addresses how professional experiences align with identified required and preferred qualifications of the position, a current resume, and contact information for 3 professional references. Applicants needing assistance or accommodations may contact Emily Jansen at emily.jansen@colostate.edu or (970) 491-4703. If you have any questions, please contact Emily Jansen. http://jobs.colostate.edu/postings/70493 CSU is an EO/EA/AA employer and conducts background checks on all final candidates.

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