Here is our entry level HD manager JD.  Note that we have two FT
employees.  Each manages their own office of student employees.

IT Support Specialist

------------------------------

The IT Support Specialist is responsible for all first level tech support.
The IT Support Specialist also trains and supervises a team of student
workers.

Responsibilities include, but are not limited to:

   -

   Upgrade, maintain, and support technology (computers, tablets,
   smartphones, projectors, network, etc) in offices, classrooms, and computer
   labs.
   -

   Provide excellent web, phone, and in person customer service.
   -

   Image computer labs.
   -

   Document all work activity in Ticketing/Project management system
   thoroughly.
   -

   Document procedures related to daily tasks as well as new system
   implementation.
   -

   Create easy to follow user documentation on supported technology.
   -

   Provide training in the form of one to one and workshop sessions to end
   users on supported technology.


Requirements:

   -

   Interest in technology.
   -

   Ability to quickly and easily learn new technology and present to end
   users.
   -

   Excellent first level hardware, software, and network troubleshooting.
   -

   Excellent written and verbal communication skills.
   -

   Excellent customer service skills.
   -

   Excellent leadership and mentorship skills.
   -

   Patience and dedication.
   -

   Ability to work outside of normal work hours when needed.
   -

   Must be able to lift 50 pounds
   -

   Must be able to climb ladders
   -

   Bachelors degree or commensurate experience required.


On Mon, Nov 7, 2016 at 8:29 PM Charles Drawdy <[log in to unmask]>
wrote:

> First of all, I want to thank all who have responded to my request in the
> past for information and feedback. The information has been very helpful.
>
> I now have another request. This is more for those who manage or have a
> help desk department. I am looking at the idea of redesigning my staff's
> job description to give some of them a chance to be prompted to a more
> supervisory or team role. My current staff are called Help Desk Analysts. I
> want to create a position that is between that and me as a manager. In a
> word, I am seeking someone to be my right-hand individual. If you have any
> good ideas on a title and/or job descriptions that you can share, I would
> be very grateful if you don't mind sharing.
>
> Let me know if you have any questions or need some clarifications.
>
> G'Day,
> Charles
>
>
>
>
> Charles E Drawdy
> Manager, Help Desk
> Gallaudet Technology Services
> Gallaudet University
> [log in to unmask]
> Video Phone: 202-250-2662 <(202)%20250-2662>
> ********** Participation and subscription information for this EDUCAUSE
> Constituent Group discussion list can be found at
> http://www.educause.edu/groups/.
>
> --

-----------------------

*Richard A. Musal, M.A., M.S., P.D.*

*Associate Director of Client Services & Operations, ITS*

Riverdale, NY 10471

Phone: 718-862-7933

[log in to unmask] <[log in to unmask]>

www.manhattan.edu

<http://itsblog.manhattan.edu/>

<http://manhattan.edu/its>

*-Have a question? * Check our Knowledge Base
<https://manhattan.teamdynamix.com/TDClient/KB/Default>

Check on your tickets here
<https://manhattan.teamdynamix.com/TDClient/Requests/TicketRequests/>.

Have you transitioned to Drive yet? Learn more here
<http://itsblog.manhattan.edu/p/google-drive-one-place-to-create.html> or
ask ITS.

Click here
<https://manhattan.teamdynamix.com/TDClient/KB/Default?CategoryID=1022> for
instructions on how to transition.

**********
Participation and subscription information for this EDUCAUSE Constituent Group discussion list can be found at http://www.educause.edu/groups/.