Job Description

Operating Title

Long Classification Title

Campus Location

Department

Summary of Position

Acceptable minimum level of education

Acceptable minimum years of experience

Posting Number

Other minimum qualifications

• Five years related experience in a client-centered technology support environment.
• Two years supervisory experience or related team management experience (e.g., teaching, coaching, or project management) in an IT environment.
• Demonstrated knowledge of and experience using a variety of Remote support tools to support User’s needs in a variety of settings.
• Demonstrated knowledge of and experience with both Windows and Mac OS and demonstrated mastery in the configuration, installation, and troubleshooting of current operating systems, client productivity tools, wired and wireless networks, peripherals (including AV presentation equipment), and mobile devices via current certifications, education, and/or experience.
• Demonstrated knowledge of and experience working with Azure/Intra Active Directory and the O365 Ecosystem; supporting the O365 Productivity tools (Outlook, Word, Excel, PowerPoint, OneDrive); the Collaboration tools (Teams, Bookings, SharePoint); and the Power Platform (Power BI, Forms and Power Apps).
• Demonstrated comprehension of the importance of safeguarding sensitive information, with strict adherence to cybersecurity standards and policies to prevent unauthorized access, data breaches, and other security threats, thereby ensuring the safety and privacy of the community’s data and information.
• Demonstrated leadership in providing outstanding customer service. Ability to lead proactively in identifying risks and managing operational activities.
• Effective communication skills.
• Ability to mentor and teach others.

Additional Preferred Qualifications

• Experience using TeamDynamix or similar ITSM /Help Desk management and ticketing software. ITIL certification and experience operationalizing the ITIL framework.
• Experience working with and using AI tools to reduce costs, speed first-call resolution; improve time to resolution; and increase customer satisfaction. Experience implementing AI tools in a support environment.
• Demonstrated outstanding relationship management, analytical, technical, organizational and skills. Self-motivated and goal oriented.
• Committed team player, collaborative in nature and in practice, possess effective communication skills, and a strong customer-centered philosophy.
• Demonstrated commitment to work within a diverse environment and interact professionally with individuals of diverse backgrounds.

Salary Information

Quicklink for Posting

Percent Time Information (FTE)

Grade

EEO Statement

The University System of New Hampshire is an Equal Opportunity/Equal Access/Affirmative Action employer. The University System is committed to creating an environment that values and supports diversity and inclusiveness across our campus communities and encourages applications from qualified individuals who will help us achieve this mission. The University System prohibits discrimination on the basis of race, color, religion, sex, age, national origin, sexual orientation, gender identity or expression, disability, genetic information, veteran status, or marital status.

Institution Information

Posting Date

Open Until Filled

Posting Open to Internal Candidates Only?

Interested Internal Candidates Exist?

Job Category

Appointment Type

Equipment/Instruments

Drivers License and Physical Requirements. Please check all items that apply.

Duty/Responsibility

• Ensures that all service/support incidents and requests are logged and managed using USNH ITSM system. Monitors and follows up with staff to ensure timely resolution and documentation of problems; invoking problem escalation procedures to coordinate recovery; directly interfaces with users of technology, resolving problem situations.
• Provides Tier 1 and 2 support for Azure/Intra Active Directory (AD) and Microsoft Integration Services (M365), including but not limited to OneDrive, Teams, Outlook, Office productivity tools, Mailing lists and Distribution groups, etc.
• Escalates and assigns Tier 2 and Tier 3 support to appropriate ITS professionals and service providers. Identifies issues with common root causes, perform root cause analysis, and collaborates with stakeholders to facilitate speedy resolution.
• Works with peer campus Team Leads to establish SOPs that ensure consistency in the delivery and improvement of the enterprise support environment. Uses established standards and SOPs to inform training program for staff and student technicians.
• Suggests and works with peer USNH Team Leads to implement new strategies and approaches to improve services and operations as appropriate.
• Establishes, maintains, and models technology currency and exceptional customer service skills and serves as the campus Point of Contact (POC) for all community related support issues, by providing advanced first and second level technology support.
• Provides leadership by projecting a positive attitude and service-oriented atmosphere to create a Culture of Caring and ensures that effective IT representation takes place for the coordination of work processes and projects with other departments and teams.
• Actively participates in, and if needed, acts as Incident Coordinator per ET&S Incident Response Plan to ensure that activities within Incident process are being performed at a high level of quality and that it meets its associated Service Level Agreements, Operational Level Agreements and established ET&S process and procedures.

Duty/Responsibility

• Partners with and sustains the relationship with the Help Desk after-hours provider; working collaboratively to ensure that the after-hours team is working within and contributing towards the Enterprise Help Desk Services mission.
• Assists ET&S Service Line Leaders and subject matter experts (SMEs) with campus constituent communication as needed to meet the needs of the organization.
• Serves as resource to USNH internal and external constituents by providing a coherent understanding and navigation of all ET&S technology processes, polices and standards. Consults/Perform tasks associated service or account provisioning, deprovisioning, and managing accounts, permissions, and access.
• Represents the Help Desk and Client Services team in planning and implementation of departmental or campus wide projects. Facilitate or assist the project team to meet project goals, complete tasks, and service outcomes. Reports out to Help Desk staff and students regarding project impact to campus users and ensure shared knowledge of operational procedures and troubleshooting issues related to service.
• Works with the Help Desk KB Analysist to create knowledge base (KB) content; ensures internally and externally focused KB articles are created, formatted, maintained, published, and retired appropriately and communicated with the respective stakeholders accordingly.
• Work closely with other ET&S staff to design, implement, track, communicate and enhance technology programs that meet the IT needs of the community in an effective, efficient, and sustainable way.
• Assists with ET&S sponsored and campus community events such as: New Student Orientation, Commencement, Move-in Days, Technology Fairs, Faculty Week, etc.

Duty/Responsibility

• Assigns, and monitors work, gathers resources, implements productivity standards, resolves operations problems, maintains reference manuals, and implements new procedures. Completes annual performance evaluations within established HR guidelines, handles disciplinary actions,
• Creates and maintains student worker training materials and tracks student worker progress, manages student annual evaluation and compensation review within established guidelines.
• Maintains a safe and healthy work environment by establishing and enforcing campus and USNH standards and adhering to policy and legal regulations.
• Controls payroll expenses by planning, forecasting, and monitoring payroll expenditures. Monitors variances, implements corrective actions and approves timesheets/payroll.
• Develops and gathers appropriate metrics and monitors Help Desk performance and efficiency thus assuring a culture of continuous improvement though the use of daily, weekly, and monthly statistics, status reports, and graphical reporting aids; contributes to Service Line productivity and development objectives.
• Maintains inventory and oversight of Help Desk technology resources (including computer, telephony, media equipment, and print kiosk supplies, etc. as needed).
• Participates in ET&S departmental cross-training and/or planned internal technologies refreshers.
• Other duties as assigned.

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