Supervise the operations of the 24/7 Client Services' support center to troubleshoot and resolve user problems with ITS supported hardware, software, and peripherals; resolve complex user inquiries; monitor systems and client services to assess patterns that indicate potential system or component failure and resolve related problems with corresponding ITS department (e.g., Client Services, eServices, Network Services, etc.); develop and supervise implementation of training workshops, classes, and seminars for faculty, staff, and students regarding the use of ITS supported equipment.
Required Education: Bachelor's degree and,
Required Experience: 4 years' relevant experience or equivalent combination. Must include experience providing technical support and troubleshooting techniques for resolving complex problems with networked hardware and software applications. Must also include experience providing technical training and supervising staff.
Required Skills, Knowledge and Abilities: Experience using CRM (Customer Relationship Management), and/or ACD (Automatic Call Distributor) applications. Working knowledge of online and traditional IT resource databases. Proficiency with the use of networked systems, instructional computing, internet services, web browsers, Windows and Mac-based software, e-mail systems, PC Desktop applications (MS Word, Excel, Access, Powerpoint). Excellent analytical, interpersonal, verbal and written communication skills. Abilty to provide technical training to non-technical users.
Preferred Skills, Knowledge and Abilities: Certificate in Help Desk Service/Management