IT Service Desk Supervisor

Title: IT Service Desk Supervisor

Employee Classification: IT Service Desk Supervisor

Campus: University of North Texas

Division: UNT-Information Technology

SubDivision-Department: UNT-Enrollment Operations

Department: UNT-Academic Technologies-120300

Job Location: Denton

Salary: 36383.40

FTE: 1.000000

Retirement Eligibility: TRS Eligible

About Us - Values Overview

Department Summary

Academic Technologies provides technical support to faculty and staff of the College of Liberal Arts and Social Sciences (CLASS), College of Science (COS), College of Information (COI), and the Mayborn School of Journalism (MSOJ).

Position Overview

Monitors and manages the request and email intake queue(s) while also providing second level technical support on incidents. Works with parttime student employees taking in introductory calls, training on call handling and escalation, reviewing and writing documentation, and coordinating deliveries/pickups and surplus preparation for computers in our supported units.

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

Knowledge of 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, SCCM/MECM/Intune, and AD.

Required License/Registration/Certifications

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. 
• Works with Academic Technologies parttime 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 Academic Technologies 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 Academic Technologies Service Desk (KVM/WebCheckout/OTRS/SNOW/ETC.) 
• Monitors and manages the physical incoming / outgoing computer queues. Responsible for coordinating prompt delivery or timely pick-up of finished computers. Works with the imaging supervisor to ensure computers are ready for use by faculty and staff.

Physical Requirements

Communicating with others to exchange information.
Lifting and Moving objects up to 20 pounds.
Moving about to accomplish tasks or moving from one worksite to another.
Sedentary work that primarily involves sitting/standing.

Environmental Hazards

No adverse environmental conditions expected.

Work Schedule

M-F 8-5

Driving University Vehicle

No

Security Sensitive

This is a Security Sensitive Position.

Special Instructions

Applicants must submit a minimum of two professional references as part of their application. If needed, additional references can be added after the application has been submitted. 

Benefits

For information regarding our Benefits, click here.

EEO Statement

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence, domestic violence, dating violence and stalking) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, genetic information, or veteran status in its application, employment practices and facilities; nor permits race, color, national origin, religion, age, disability, veteran status, or sex discrimination and harassment in its admissions processes, and educational programs and activities, facilities and employment practices. The University of North Texas System promptly investigates complaints of discrimination, harassment and related retaliation and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.