IT Service Desk Supervisor

University of North Texas System

Denton, TX

Job posting number: #7127690

Posted: March 10, 2023

Application Deadline: Open Until Filled

Job Description

Department Summary
As part of the Vice President for Academic Affairs division, Academic Technologies champions, builds, and applies technology to help UNT advance education, creativity, and research. Benefits include:
• Flexible hours and remote work arrangements
• UNT scholarship (roughly 66% savings!) for employee and immediate family
• 36 days PTO with yearly accrual for vacation/sick
• Clear and reasonable work priorities
• Transparent leadership
• Recreational resources and activities
Position Overview
Provides second level technical support while also supporting the technical services used in various departmental labs, research labs, clinics, and unique setups throughout a set of departments based on a division of labor in Academic Technologies’ directly supported units. Is responsible for implementing, maintaining, and documenting unique requirements in these departments and labs, as well as being the primary responsible party for any information-sensitive work. Works with a part-time student employee to support their assigned units, acting as a mentor managing their ticket load. Is responsible for managing one of the varied systems in use by the Service Desk.
Additional Posting Details
Minimum Qualifications
Associate’s Degree in related field and two years of related computing work experience; or any equivalent combination of education, training and experience.
Knowledge, Skills and Abilities
Prior experience with specific systems, equipment and software may be specified as needed by department
Basic knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment.
Ability to operate computer keyboards and to install computer hardware.
Ability to assimilate, retain and utilize technical and applications-oriented information.
Preferred Qualifications
While not required, these are useful skills to have, in priority order:

* Experience in troubleshooting and configuration of Windows, MacOS, and Linux operating systems.

* Experience answering phones, remote access, and chat support in a help desk / service desk environment.

* Experience working in Higher Education and working with sensitive data with HIPPA / FERPA information.

* Experience documenting exceptions and unique setups.

* Experience with ServiceNow, OTRS, JAMF, PowerShell, PowerBI, and AD.
Required License / Registration / Certification
Work Schedule
M-F 8-5, flexibility available
Driving University Vehicle No
Security Sensitive This is a security sensitive position.
EEO Statement
The University of North Texas System and its component institutions are committed to equal opportunity and comply with all applicable federal and state laws regarding nondiscrimination and affirmative action. The University of North Texas System and its component institutions do not discriminate on the basis of race, color, sex, sexual orientation, gender identity, gender expression, religion, national origin, age, disability, genetic information, or veteran status in its application and admission processes, educational programs and activities, and employment practices.

Classification Title IT Service Desk Supervisor
Physical Requirements Carrying, Cleaning, Crawling, Kneeling, Lifting up to 50 pounds, Pulling , Pushing, Reaching, Sitting, Squatting, Stooping, Bending, Standing, Twisting, Walking, Writing, Grasp, Ability to communicate, Talk or Hear
Job Duties
Provides phone and remote-access based desktop, software, and authorized device support to faculty, staff, student employees, and students.
Documents, installs, maintains, and properly decommissions supported (and exceptioned) devices and software for Faculty, Staff, departmental lab, and research lab machines, and exceptions to the standard configurations.
Serves as the primary point of contact on behalf of AT for VIP customers within their scope (Chairs/Researchers/Lab Managers), and communicates and collaborates with those individuals on confidential/sensitive projects or to provide best-fit recommendations for unique requirements.
Works with AT part-time student techs as a tier two support, but also serves in a mentorship role by assisting with training and by partnering with an assigned student employee to help provide IT support to their assigned supported departments.
Assists Service Desk Manager and/or AT with special projects or time sensitive work requests like package development or system administration, but can include some rare off-hours needs to support UNT mission in education and research.
In charge of monitoring and managing one of the varied systems that are in production for the AT Service Desk (KVM/WebCheckout/OTRS/SNOW/ETC.)

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More Info

Job posting number:#7127690
Application Deadline:Open Until Filled
Employer Location:Online Job Advertising
United States
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