Service Desk Lead

2 weeks ago

Eden Prairie, United States Minnesota State Full time
All Job Postings will close at 12:01 a.m. CT on the specified Closing Date (if designated).

Working Title:
Service Desk Lead

Institution:
Hennepin Technical College

Classification Title:

Information Technology Spec 2

Bargaining Unit / Union:
214: Minnesota Association of Professional Employees

City:
HENN - Eden Prairie Campus

FLSA:
Non Job Exempt

Full Time / Part Time:
Full time

Employment Condition:
Classified - Unlimited

Salary Range:
$27.76 - $45.14

Job Description

The role of this position is to help lead the Service Desk by offering expertise at the point of service desk escalation. This role will also help the Director of Technology and Innovation with scheduling and mentoring Service Desk employees. Other duties will include leading technology life cycle management.

Specific Job Duties Include:
  • Provide lead work direction to and mentor Service Desk staff:
  • Provide management of all HTC technology life cycle process
  • Provide Service Desk support for students, staff, and faculty, by solving routine and less routine issues and escalating to appropriate staff as necessary. Ensure that the Service Desk represents the single point of contact for issue resolution, requests, and communicating issues to/from users, subject matter experts, and system administrators.
Minimum Qualifications
  • Two-year degree in a related field from an accredited academic institution or the equivalent of experience and education
  • Two (2) years of current IT experience managing service desk tickets using service management or customer relationship management systems
  • Two (2) years of hands-on experience providing technical support for users in an enterprise environment
  • Experience in updating and maintaining a technical support knowledgebase
  • Experience in both Windows and Macintosh operating systems and a variety of software sufficient to support e-mail, office productivity, and other commonly used software applications
  • Demonstrated understanding of networking, telecom, wireless, and VPN solutions
  • Ability to effectively communicate complex technical ideas and procedures to non-technical personnel
Preferred Qualification
  • Bachelor's degree in the areas of IT or business
  • Three (3) years of hands-on experience providing technical support for users in an enterprise environment
  • Three (3) years of current IT experience managing service desk tickets using service management or customer relationship management systems
  • Experience providing work direction
  • Enthusiastic service orientation with sensitivity to the needs of users at all skill levels
  • Understanding of ITIL methodology
  • Demonstrated experience analyzing tickets or incidents to identify trends and develop recommendations for management
  • Knowledge, skill and ability to work with a wide range of instructional technology, such as document cameras and audio-visual systems

Other Requirements

Work Shift (Hours / Days of work)

7:30 - 4:00 Monday - Friday

Telework (Yes/No)

Hybird

About

Benefits Information:

At Minnesota State, we have a GREAT BENEFITS PACKAGE Our generous benefits include 11 paid Holidays, Vacation Time, Sick Time, six weeks of Paid Parental Leave, low cost medical and dental insurance with low deductibles ($150 - $1500), a Pension Plan, 457(b) and 403(b) retirement plans and other retirement investment options, pre-tax medical and dental expense (with roll-over option) and dependent care accounts, employer paid life insurance, short and long term disability, as well as professional development and a tuition waiver program for employees and their dependents, etc. We promote the health and well-being of our employees and take work/life balance seriously.

Desired Start Date:
10-01-2024

Position End Date:

Open Date:
09-12-2024

Close Date:
10-07-2024

Posting Contact Name:
Marissa King

Posting Contact Email:
ek1537bo@minnstate.edu

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