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

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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]

www.manhattan.edu


-Have a question?  Check our Knowledge Base

Check on your tickets here.

Have you transitioned to Drive yet? Learn more here or ask ITS.

Click here for instructions on how to transition.

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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]

www.manhattan.edu


-Have a question?  Check our Knowledge Base

Check on your tickets here.

Have you transitioned to Drive yet? Learn more here or ask ITS.

Click here 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/.