Help Desk Team Lead

Company: Morningside College
Location: Sioux City
Posted on: April 8, 2021

Job Description:

Help Desk Team Lead

Morningside College is accepting applications for the full time position of Help Desk Team Lead. The Help Desk Team Lead supports the Information Services team by delivering excellent front-line technology assistance for Morningside College employees and students. This person provides friendly & effective direct customer service, coordinates issue triage & escalation for the various systems & services used at Morningside College, & oversees the tech services team of work study students to do the same.

Responsibilities:

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• Provides & oversees courteous & timely phone, remote, & in person service with tier-one level support for all technology & software including but not limited to desktops/laptops, printers, Audio/Video, Recording, Networking issues, user account support, & any other supported technology equipment purchased by the College for students, faculty, staff.
  
• Administer the centralized printing program for students, maintaining software & printing accounts.
  
• Purchasing, maintaining/servicing all printing equipment for the program & for the campus community & coordinating with all third party print service providers for any software & hardware needs.
  
• Administrator of the campus phone system, providing tier-one support & working directly with the primary phone operator & support vendor for technical needs/service, offering both hardware & software troubleshooting & maintenance.
  
• Hire, train, schedule, & evaluate student workers to assist in the functions of the Technical Services Center for them to gain authentic work experience while providing expert level support for all of the Morningside College technical needs.
  
• Collaborate with system admin., assisting in the documentation of existing systems & coordinating communication with the campus during system downtime & interruptions.
  
  
  
  Qualifications:
  
  
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  • Knowledge of information systems & tools, such as: Active Directory, Microsoft Windows OS, Microsoft Windows Server, Apple Mac OS, network system configurations (file sharing, dns, dhcp). Must be able to lift, stoop, climb ladders, & otherwise maneuver around & install equipment.
    
  • Effective organizational, written & oral communication, interpersonal skills with a focus on customer service.
    
  • Ability to train & mentor other technicians & student workers
    
  • Bachelor's Degree in Computer Science or a related field Industry certifications preferred. Examples: A+, Microsoft Certified Professional (MCP), Apple ACMT, networking &/or other relevant certifications or degrees Three years customer service exp. in a technical environment as a team leader/supervisor
    
    
    
    Applications will be accepted & reviewed until the position is filled.
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Keywords: Morningside College, Sioux City , Help Desk Team Lead, Other , Sioux City, Iowa