Job Details

Help Desk and ID Office Manager

Position Number: 9739482
Location: West Hartford, United States
Position Type: Computing - Support and Training

University of Hartford

Help Desk and ID Office Manager

FLSA Classification
EX

Reports to
Deputy CIO

Salary Range
F

Weeks Per Year
52

Work Week
40 hours (minimum)

Position Summary
Assumes responsibility for oversight, management, and support of the University of Hartford's Help Desk and ID office functional areas. Performs all duties in full support of the University's mission, understanding that the positive and effective execution of these duties is instrumental to the education of the University's students.

Hiring Range
$55,500 to $70,000, depending upon experience

Key Responsibilities

Oversees daily Help Desk and ID Office activities and manages ongoing projects, assignments, and tasks for desktop support and classroom/lab technology. Plans levels of support to ensure the Help Desk and ID Office staff are trained to provide customer-centric responses. Provides customer service and technical support to students, faculty, and staff.
Addresses and identifies areas of opportunity associated with concerns for students, faculty, and staff that arise from the use of products or services. Maintains necessary tools for Help Desk technicians to be proactive and responsive during service calls.
Maintains a thorough knowledge of the ticketing and card systems and customer service workflow, addressing concerns as necessary and appropriate. Stays abreast of applicable laws governing information technologies as well as guidelines, regulations, and other industry best practices.
Supervises primary support for lock systems that directly attach to the ID card system, as well as secondary support for lock systems managed by the facilities lock shop.
Provide leadership and employee management, including skill evaluation and remediation planning.
Adjusts hours of work, priorities, and staff assignments to ensure efficient operation, based on workload.
Supports cybersecurity standards and policies, including but not limited to anti-virus, anti-spam, patching, and data security best practices. Responds in a timely and effective manner to security inquiries and escalates issues concerning the operation of university-owned assets, high-priority requests, or sensitive customer requests.
Performs other related duties as assigned.

Posting Number
PS1213P

Working Conditions
Normal office situation.Requires travel, excluding overnight stays.High dust, dirt, grease environment.

Education
Bachelor's Degree required.

Physical Effort
Typically sitting at a desk or table.Moderate lifting or carrying, 26-50lbs.Intermittently sitting, standing, stooping.

Special Skills
The ability to work effectively with diverse groups.

Desired Start Date

Position End Date (if temporary)

Close Date

Open Until Filled
Yes

Special Instructions Summary

For full application instructions and position description, visit: https://hartford.peopleadmin.com/postings/7823