IT Help Desk Lead #01120
Information Technology Services (ITS) at Old Dominion University is seeking a full-time employee to serve as technical lead for the ITS Help Desk including analyzing business processes and researching and recommending technology solutions for improving customer service and problem resolution. This employee will provide all aspects of technical customer support for faculty, staff, and students and will install/upgrade/maintain the Help Desk’s incident tracking software and knowledgebase applications.
Required qualifications include:
- Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution.
- Considerable and demonstrated knowledge of personal and notebook computer hardware and software troubleshooting and resolution.
- Demonstrated knowledge of Microsoft operating systems.
- Demonstrated knowledge of Internet-based applications.
- Some knowledge of Apple personal and notebook computer hardware and software troubleshooting and resolution.
- Working knowledge of technologies applicable to business process in customer service.
- Excellent written and verbal communication skills.
- Demonstrated ability to effectively manage time.
- Demonstrated ability to provide technical and project leadership to other staff members.
Required certifications include: Any Microsoft or Novell certification or equivalent knowledge/experience.
Preferred qualifications include:
- Knowledge, skills and abilities:
- Some knowledge of data communications protocols.
- Basic knowledge of UNIX system environments.
- Some experience supervising to include hiring, training and developing work schedules.
- Considerable knowledge of system practices in a client/server environment.
- Provide facilitated technical training.
- Working knowledge of service support desk level agreements and reporting mechanisms.
- Demonstrated leadership in a technical project.
- Effective management of technical resources.
- Some experience in supporting technology in Higher Education.
- Some knowledge of support center software administration.
- Special licenses, registration or certification: Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE)
- Level and type of experience: Considerable experience working in a fast-paced, front-line technology support center. Bachelor’s degree in a computer-related field or equivalent knowledge/experience.
AA/EOE