Helpdesk Manager - CEHS Dean's Office

Overview The Helpdesk Manager (Computer Technician Lead) is responsible for the purchasing, maintenance, and roll-out of college-wide computer systems. The individual will oversee, coordinate, and lead the day-to-day activities of the CEHHS IT helpdesk. Among the duties will be to assign priority, staffing, and management of service tickets within the college to ensure a high service level and customer service. Responsibilities Responsibilities: Manages the assignment of staff and priority levels to the computer/network trouble-ticket system. Will oversee the escalation of incidents to the appropriate level of support Develops, implements, and maintains the roll-out of standard operating system images across college computers Devises and develops security templates that will be applied to computers in the college’s domain using Active Directory Hires, trains, plans, schedules, assigns, monitors, and evaluates the work of assigned staff Oversees the day-to-day operations of CEHHS IT Helpdesk Communicates with clients via email, telephone, or ticketing platform Manages the procurement of computer hardware, software, and peripherals for the college (Purchasing, EZ-Buy) Maintains and performs simple repairs on computers, printers, and peripherals Ensures proper care in the use and maintenance of equipment and supplies Maintains documentation of technical configurations, security controls, and implemented safeguards as requested to support compliance efforts Provides technical expertise to support organizational security and compliance initiatives by assisting with security assessments, technology implementations, documentation, and remediation efforts Identifies and promptly escalate privacy or security concerns, vulnerabilities, or suspected information systems incidents to the appropriate Information Security and Compliance personnel in accordance with established policies and procedures Maintains an accurate inventory of technology assets that create, receive, maintain, or transmit ePHI ensuring assets are accurately inventoried, appropriately managed throughout their lifecycle, and securely decommissioned in accordance with HIPAA, organizational policies, and industry best practices Ensures adherence to quality standards and deadlines. Ensures that employees follow documented policies and procedures. Creates and maintains a positive teamwork environment. Performs miscellaneous job-related duties as assigned. Qualifications Minimum Qualifications: Bachelor’s degree in Management Information Systems (MIS), Computer Science (CS), or closely related field or four (4) years of experience in the Information Technology sector in roles as a systems manager, accompanied by relevant technical certifications (ex. CompTIA A+, Network+ Certification, Microsoft Certified Systems Administrator or closely related certification) or an equivalent combination of education and experience Excellent interpersonal and communication skills Excellent problem solving and analysis skills Preferred Qualifications: Progressive experience in manager or administrator roles within the IT Field One year of experience supervising others Experience with certified data eraser software (e.g., Bitraser) as well as with backup and disaster recovery procedures (e.g., Veeam backup) Knowledge and expertise regarding audio visual equipment Knowledge of the Health Insurance Portability and Accountability Act (HIPAA) and the security of electronic protected health information (ePHI). Experience working in a FERPA environment. Knowledge, Skills, and Abilities Skilled in the use, maintenance, and repair of computers Knowledge of computer network layers Skilled in organizing resources and establishing priorities Ability to analyze and solve problems Ability to make administrative/procedural decisions and judgments Ability to train and supervise employees, including organizing, prioritizing, and scheduling work assignments Ability to foster a cooperative work environment Employee development and performance management skills, including offering leadership to subordinate staff in area of expertise Ability to collaborate and work effectively with personnel at all levels Ability to maintain a high level of confidentiality Working knowledge of asset inventory and lifecycle management practices Required Documents Along with the online application, please attach: Resume/CV to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV” Copies of applicable certifications to be uploaded at the beginning of your application in the Candidate Profile under “Documents 1-10” Names and contact information for 3 professional references to be typed at the beginning of the application in the Candidate Profile Cover Letter to be typed/pasted at the end of your application **Document size may not exceed 10 MB.** Advertised Salary Commensurate with education and experience, plus excellent benefits. ADA Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions. Bending, crawling, and crouching may be required. Incumbents may be required to lift, push, and/or pull objects around 50 pounds and be required to walk and/or stand for long periods of time. Incumbents nearly continuously listen, hear, and talk. College/Department Highlights Emma Eccles Jones College of Education, Health, and Human Sciences is committed to academic excellence in research, teaching, and service activities across a wide array of education and human service fields.  The college is home to eight academic departments with approximately 200 faculty who are engaged in innovative research and high-level graduate and undergraduate education. The college’s programs and outreach missions are strengt