Next bump is IT Support Specialist II
I have one person who has been in that role for some time and her current
title is Helpdesk Manager.

On Tue, Nov 8, 2016 at 9:42 AM Richard Musal (ITS) <
[log in to unmask]> wrote:

> 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>
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> --
>
> -----------------------
>
> *Richard A. Musal, M.A., M.S., P.D.*
>
> *Associate Director of Client Services & Operations, ITS*
>
> Riverdale, NY 10471
>
> Phone: 718-862-7933 <(718)%20862-7933>
>
> [log in to unmask] <[log in to unmask]>
>
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>
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>
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>
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>
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-- 

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

*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/.