Job Posting

Help Desk Coordinator
Search # 1112-0033

Ohio Wesleyan University is currently accepting applications for a Help Desk Coordinator.

The Help Desk Coordinator provides technical support via email, phone, and in person at the Information Services Help Desk.

Specific Job Responsibilities

1. Manage both Faculty/Staff and Student Help Desk operations. This includes scheduling desk coverage among professionals and student workers; coordinating the collection of technology problems reported to both Help Desks via phone, e-mail, and walk-ins; forwarding problem reports to appropriate experts; overseeing the investigation and resolution of problems; ensuring that the solutions are clearly communicated to clients; and tracking client satisfaction.
2. Maintain and update the Help Desk call tracking system, knowledge base, and other related IS data sources. Generate and distribute appropriate reports from these sources as needed.
3. Hire, effectively train, coach, and supervise a team of part-time Student Help Desk workers.
4. Sustain a strong customer service orientation through collaboration with other IS staff members to maximize effective client support.
5. Use good and thorough documentation practices.
6. Work independently and in a team environment.
7. Perform other tasks and assume other responsibilities as assigned by the Chief Information Officer.

Qualifications Include

Experience

1. Three years of professional experience in front-line computing user support. Additional experience and training in application support and desktop/laptop systems troubleshooting preferred, particularly in an academic environment.
2. Extensive experience with multiple operating systems—including current and recent versions of Microsoft Windows and Macintosh OS—as well as personal productivity applications (email, word processing, spreadsheets, presentation tools, databases, etc.) and other desktop applications plus peripheral devices.
3. Proficiency with online support ticket tracking tools, such as Zendesk.
4. Basic proficiency with enterprise networking directory services such as LDAP or Microsoft Active Directory preferred.

Essential Job Requirements

1. Ability to provide excellent customer service through exceptional interpersonal skills is required.
2. Ability to work and effectively communicate, both in written and oral formats, with other staff members within Information Services and with a diverse and independent group of end users is required.
3. Ability to supervise and manage a group of part-time Student Help Desk workers at a remote campus location.
4. Ability to provide logistical coordination and support to other technology professionals in the department is required.
5. Ability to maintain intellectual flexibility, technical curiosity, reassuring patience, and a sense of humor—particularly in a demanding work environment—is required.

Completed application packets will include:

1) Letter of interest (cover letter) with salary requirements, 2) resume or Curriculum Vitae, 3) The names, titles, & contact information for three professional references.

Please e-mail application materials to: hr@owu.edu.

Application review will begin immediately and will continue until position is filled. Ohio Wesleyan University offers a competitive salary and benefits package that includes a generous retirement contribution, tuition remission, health insurance and a wonderful working environment.

Ohio Wesleyan University is strongly committed to diversity within its community and encourages all interested applicants, including women and minorities, to apply (EEOE).

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