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End-User Services Supervisor

2 months ago

Salem, United States Corban University Full time
Job Overview

The End-User Services Supervisor is responsible for delivering high-quality assistance to user inquiries, overseeing user services personnel, including helpdesk and mailroom teams, and ensuring the effective management of helpdesk requests. This role involves the administration of computer lifecycle management, software, and hardware enhancements for all end-user and classroom technologies. This is a full-time, exempt position offering a comprehensive benefits package including tuition remission, paid time off, and health insurance.

KEY RESPONSIBILITIES:

  • Oversee both on-premises and cloud-based directory and email systems.
  • Ensure timely communication with users experiencing IT issues or awaiting new equipment.
  • Address, troubleshoot, and resolve problem tickets from faculty, staff, and students through various communication channels.
  • Develop expertise to train staff on emerging technologies.
  • Provide support for all Office 365 applications, ensuring a thorough understanding of their integration with other systems.
  • Plan and manage the end-user computer replacement process.
  • Recruit, mentor, and supervise helpdesk personnel.
  • Assist users with Apple devices and manage network access for Corban-owned Apple products.
  • Support users in resolving software, hardware, phone, network, and communication issues.
  • Manage the Help Desk ticketing system, assigning tasks to student technicians and other IT staff based on demand and expertise.
  • Support classroom technologies, including projectors, screens, and cameras.
  • Facilitate audio and video teleconferences, becoming familiar with the underlying technologies.
  • Maintain confidentiality and protect operations by safeguarding sensitive information.
  • Administer and manage Single Sign-On and Identity Management applications.
  • Support mobile users and their devices, including laptops, tablets, and smartphones.
  • Assist other IT team members with troubleshooting network connections.
  • Document and maintain an inventory of all end-user computers, mobile devices, and software licenses.
  • Record all system configurations, hardware, and software changes at the time of modification.
  • Contribute to and update the internal library of technical documentation, FAQs, manuals, and IT policies.
  • Create and maintain critical procedural documentation to ensure proper techniques and solutions are recorded for future reference.
  • Uphold the highest ethical standards regarding software usage in compliance with the organization's policies.
  • Review and assess the effectiveness of existing systems, developing strategies for improvement.
  • Meet with stakeholders to define system goals and address system issues as needed.
  • Install and configure software and hardware.
  • Stay current with computer systems, practices, and policies.
  • Deliver exceptional customer service by promptly addressing inquiries and issues.
  • Evaluate, test, and recommend hardware, software, and diagnostic tools.
  • Coordinate strategies with the Director for all institutional systems and applications.
  • Troubleshoot and implement solutions for security breaches and virus attacks.

SKILLS AND QUALIFICATIONS:

  • Understanding of Microsoft Active Directory and networking, with experience supporting Mac OS in a Microsoft environment.
  • Proficient in network protocols and terminology.
  • Knowledge of Microsoft Entra, Teams Voice, Exchange, and Azure.
  • Experience with VoIP systems and multifunctional printers.
  • Ability to manage multiple priorities and projects while effectively troubleshooting.
  • Familiarity with best practices for IT systems and data security.
  • Integrity and confidentiality regarding internal data.
  • Ability to communicate technical concepts to non-technical users.
  • Proficient in Microsoft Office, particularly Outlook and Excel, with the ability to analyze data and create reports.

EDUCATION AND EXPERIENCE:

  • A bachelor's degree from an accredited institution is preferred.
  • Two or more years of supervisory experience.
  • A customer service-oriented personality with a passion for assisting others.
  • Proficiency in Microsoft Office Suites and analytical tools.
  • Understanding of DNS and DHCP concepts and troubleshooting.
  • Ability to explain complex technical concepts in accessible terms.
  • Commitment to the values and mission of the organization.
  • Appreciation for diversity and cultural engagement.

WORKING CONDITIONS:

PHYSICAL DEMANDS: The role requires regular standing, walking, and use of hands for handling objects and controls. The employee may need to lift and move items up to 50 pounds and will spend extended periods sitting. Specific visual abilities required include close vision and depth perception.

WORK ENVIRONMENT: The work environment may involve exposure to moving mechanical parts and varying weather conditions. Reasonable accommodations may be made for individuals with disabilities to perform essential functions.

Corban University is dedicated to educating individuals who will make a positive impact in the world. All employees are expected to embody servant leadership in their roles. The university values diversity and seeks to create an inclusive community that reflects a commitment to cultural proficiency.