Job Description

Under the direction of the Assistant Director of Housing and Hospitality Services Information Technology Operations and Student Technology Center (STC), the HHS IT/STC Help Desk Lead has responsibility for technical support and resolution of all incoming HHS IT/STC help desk requests through his/her own work and the work of the Help Desk team: triage, prioritization, dispatch and assignment, resolution of complex requests, management of IT help desk queue, communication of issues to department management, reporting of help desk trends and patterns to be addressed globally, escalation of critical issues, supervision of Help Desk Analysts’ queues, and continuous improvement of help desk computer systems and processes.

The Help Desk Lead will be required to design new systems as needed and technically enhance existing systems to make the best use of people, materials, and time. Also responsible for determining output report formats to meet communication needs, designing formats for user interface and self-server web portal, including technical estimates for time and costs required. Required to document and communicate the help desk processes within the department and to external user groups. Required to develop test plans and execute test plans to verify application changes to complex systems, thereby building knowledge in the Help Desk Team for resolution of complex issues after go live.

Required to plan and conduct technical hands-on workshops to train user departments on best IT practices, techniques, design features, and methods for using various business software systems and applications. Required to build the IT help desk knowledgebase composed of system use documentation, technical set up and maintenance of business applications, new hire/term submission forms, and user manuals.