Help Desk Supervisor

1 month ago

Salt Lake City, United States Westminster University Full time
Job DescriptionJob Description

Westminster University

Help Desk Supervisor

(Full Time, Benefited)

Position Summary

This position functions as a tier 1 support member of the Client Service team, which is responsible for communication with end users regarding incidents and service requests. This position’s primary responsibility will be supervising a team of student employees to ensure they are upholding the I.S. department’s core values. It will focus on collecting information from end users and data entry of the information in accurate, reliable, and consistent manner to higher tiers.

Please note due to the duties required for this job, it is not eligible for a remote work position

Primary Responsibilities

Help Desk and IS Support

  • Manage the support phone/email by answering phones, responding to service tickets, providing timely communication, and directing requests to the appropriate team member for support by providing a high level of customer service
  • Perform basic break/fix support tickets
  • Assist help desk clients with Wi-Fi, printer, and login issues, as well as general I.S. questions.
  • Work as part of a team and collaborate with colleagues
  • Perform basic troubleshooting steps for computers
  • Help end users with instructions on deploying software
  • Point of contact for Westminster University's external printer contract
  • Input and maintain technology equipment in an inventory system
  • Perform basic troubleshooting on computer, phones, printers, etc.
  • Report and communicate system outages to our users
  • Coordinate technology support for Hybrid classes and events
  • Maintain an accurate IS contact list
  • Maintain and update knowledge base articles for end users

Supervisor Duties

  • Manage a team of student employees by submitting employment paperwork, reviewing policies and procedures, and mentoring and coaching.
  • Schedule student employees and ensure help desk has continuous coverage. Cover shifts when necessary.


Organizational Responsibilities

Diversity and Inclusion

  • Promote an Inclusive Westminster through demonstration of the commitments included in the Westminster University Diversity Statement.
  • Participate in developmental activities to increase understanding and awareness of issues related to diversity, equity and inclusion both individually and as related to my field of work, profession or discipline.


Additional Responsibilities

  • Supervision of assigned staff and/or student positions as detailed in the Supervisor Handbook. May be designated as essential personnel in cases of campus closure or emergency.
  • Other duties as assigned.


Minimum Qualifications

  • Two years of related experience and an associate degree; or equivalent combination of education, training, and experience
  • Ability to work with individuals with diverse backgrounds and perspectives in a respectful and inclusive manner
  • Excellent problem-solving skills, ability to quickly determine problem causes and communicate solutions to users at various skill levels
  • Proficient knowledge and operation of computers: both PC and Mac; and software programs including the Microsoft suite
  • Experience with a ticketing system
  • Ability to read and comprehend complex instructions and technical publications
  • Ability to write professional correspondence
  • Ability to problem solve having little or vague information


Additional Requirements

  • Ability to respond on-call as assigned, including evenings and weekends is required. Ability to regularly lift and/or move up to 25 pounds required.


Equal Employment Opportunity:

Westminster University is committed to a diversified workforce, equal opportunity, and nondiscrimination. To this end, Westminster prohibits any form of discrimination or harassment based on race or ethnicity, color, religion, national origin, sex, age, sexual orientation, gender identification, disabilities, genetic information, status as a veteran, or any other category or classification protected by applicable federal, state, or city laws.


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