Help Desk Supervisor

Job no: 518171 Work type: On Campus Location: Normal, Illinois Title: Help Desk Supervisor Division Name: Student Affairs Department: Student Affairs Information Technology Job Summary The Help Desk Supervisor is responsible for all aspects of the day-to-day operations of the Student Affairs Information Technology Help Desk.
This includes the supervision of 18-25 student staff from both the Help Desk and Endpoint teams.
The role provides training, development, mentorship, employee recognition, and performance management for student staff.
The Help Desk Supervisor is an integral part of the Student Affairs Information Technology team, managing the first point of contact for customer concerns and ensuring accurate, on-time resolutions of requests.
This position provides advice on access and equipment needs for new staff members throughout the Division of Student Affairs.
In addition, this individual provides exceptional customer service including training new and existing division staff on core technologies supported by Student Affairs Information Technology.
Additional Information University Benefit Highlights: - Health, dental, vision, and life insurance - Retirement and supplemental retirement - Tuition waiver benefits are available to staff as well as their eligible dependents.
- Paid holiday/administrative closures during Thanksgiving and Winter Breaks - Paid vacation and sick time For more University Benefit information: https://hr.
illinoisstate.
edu/benefits/ Information regarding eligibility for participation in the State Universities Retirement System and the State of Illinois Group Insurance program can be reviewed here https://hr.
illinoisstate.
edu/benefits/insurance/ Salary Rate / Pay Rate $60,000 - $75,000 annual Required Qualifications 1.
High school graduation or equivalent 2.
Any combination totaling two years from the following categories: A.
College coursework which includes Information Technology (IT), IT Management, Programming, IT systems, or a closely related discipline, as measured by the following conversion table or its proportional equivalent: - 30 semester hours equals one (1) year (12 months) - Associate’s Degree (60 semester hours) equals eighteen months (18 months) - 90 semester hours equals two (2) years (24 months) - Bachelor’s Degree (120 semester hours) equals three (3) years (36 months) B.
Work experience in IT-related functions such as hardware/software support, programming, network design, network engineering, IT systems integration, or closely related field.
3.
Certified in ITILv3 Foundations or the ability to obtain within six months of employment.
4.
One year of full time help-desk experience responding to and assisting customers in person, by phone, via email or using other methods.
5.
Demonstrated experience in technical troubleshooting, experience identifying the root cause of problems and resolving issues.
Preferred Qualifications 1.
Exceptional interpersonal skills and the ability to effectively interact, communicate, and mediate across all levels and communication channels of an organization within and beyond a Help Desk environment.
2.
Highly defined sense of urgency and empathy with the ability to balance the needs of the customer against the functionality and capability of the Help Desk and the services offered.
3.
Demonstrated ability to listen, research, identify, and mediate the resolution of technical issues affecting the needs of the Help Desk customers and to effectively summarize and handle escalated issues within and among the appropriate Student Affairs IT unit personnel.
4.
Excellent judgment and decision making skills.
5.
Demonstrated ability to anticipate and prioritize Help Desk daily priorities in line with customer and student staff needs.
6.
Demonstrated ability to work independently with little or no supervision.
Work Hours Core work hours are 7:00am to 3:30pm, Monday through Friday.
Must be available to respond to emergency support requests outside of normal work hours.
Functional Expectations Must be able to complete the following with or without a reasonable accommodation: 1.
Remain at a workstation for extended periods 2.
Ability to repeatedly push and/or pull items of 40 lbs.
3.
Ability to lift objects of 25 lbs.
occasionally.
4 Ability to work in and around environments that may be uncomfortably loud, warm/cold or dusty.
5.
Ability to squat and crawl under objects (desks).
6.
Effectively communicate on a daily basis.
7.
Move about in various locations across campus as needed to complete day-to-day work.
Proposed Starting Date March 2024 Required Applicant Documents Resume Cover Letter Please Note: These documents are required to be submitted online in order to complete the application process.
Please have these documents ready prior Optional Applicant Documents Transcripts - See Special Instructions to Applicants section for additional options Certification of Retirement Annuity ITILv3 Foundations Certification Please Note: These documents may be submitted online in order to complete the application process.
Please have these documents ready prior Special Instructions for Applicants Please fully complete the entire application including, but not limited to, the education and work history portions.
Be specific on your work history, including employment dates (if part-time you must list the number of work hours) and duties for all positions held.
Applicable part-time work experience will be considered toward qualifying for this position; however, it will be converted to a full-time equivalency to determine combined length of experience.
Please do not put "see resume" in the duties and responsibilities section of the work history.
This will be considered an incomplete application and incomplete applications will not be considered.
If using education to qualify, college or university transcripts (may be unofficial) must be submitted prior to the application deadline in order to receive full consideration.
Transcripts can either be uploaded with your application or submitted via the options listed below.
In order to be eligible for Veteran's Preference points on the exam, appropriate military service documentation, such as a DD214, must be submitted prior to the application deadline.
Transcripts and/or DD-214 paperwork may be faxed or mailed to Human Resources by the application deadline: Fax: 309.
438.
0011, Attn: Breanna Crippen Address: Illinois State University Human Resources Campus Box 1300 Normal, IL 61790-1300 The Civil Service examination for this classification is based on your application materials and responses to the supplemental questions.
No participation other than submission of applicant materials is required from applicants that qualify to take the exam.
If you meet the minimum required qualifications for this position, you will receive a score calculated based on your education and experience, and your name will be placed on the active employment register by exam score.
After the application deadline, the names within the top three scores will be referred to the department for interview.
The active register for this classification will be voided when the position is filled.
Illinois State University is authorized to do business within the State of Illinois.
All work under this appointment is required to be performed from within the State of Illinois.
If hired, out-of-state candidates must establish Illinois residency within 180 calendar days from the start date for this position.
Illinois residency requires proof of a valid Illinois driver’s license or a valid State of Illinois ID card.
Failure to produce the required documentation within 180 calendar days will result in immediate termination of employment.
Contact Information for Applicants Breanna Crippen Human Resources 309-438-8315 bcplese@ilstu.
edu Important Information for Applicants This position is subject to a criminal background investigation and if applicable, an employment history review, based on University Policy 3.
1.
30 and any offer of employment is contingent upon you passing a satisfactory criminal background investigation and/or an employment history review.
You may not begin work until the criminal background investigation results have been received and cleared by Human Resources.
Illinois State University is an Equal Opportunity/Affirmative Action Employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
If you are an individual with a disability and need a reasonable accommodation under the Americans with Disabilities Act (ADA) or other state or federal law you may request an accommodation by contacting the Office of Equal Opportunity and Access at (309) 438-3383.
The Office of Equal Opportunity and Access will hold any confidential information you provide in confidence.
If you are having difficulty accessing the system, please call Human Resources at (309) 438-8311.
Application Opened: 02/02/2024 10:30 AM CST Application Closes: 02/16/2024 11:55 PM CST