Help Desk Specialist

Jun 09, 2017
Administrative Jobs
Technology, IT Support & Training
Institution Type
Four-Year Institution

General Description of Position: The Help Desk Coordinator oversees the services and support provided by the Help Desk team includes network security, ensuring functionality of departmental computer labs and staff PC’s, Microsoft AD and web server network connections, LAN based printing and Internet connectivity and training for staff and residents.  Due to the help desk hours of operation, the work hours for this full-time position will vary and are somewhat negotiable.   Information about the Department: Housing and Dining Services is a large, self-operated auxiliary department serving more than 6,000 students that call the K-State campus home.  This "home away from home" meets more than the basic needs of students living with us — we provide affordable, safe and engaging accommodations for our residents, while finding unique ways to support them in their academic pursuits. Diversity and Inclusion: Kansas State University embraces diversity, and promotes inclusion in every sector of the institution. The university actively seeks candidates whose commitments and contributions will advance the University's commitment to the Principles of Community.  Job Description:

Customer Support 

Overall support provided by the Help Desk team includes network security, ensuring functionality of departmental computer labs and staff PC’s, Microsoft AD and web server network connections, LAN based printing and Internet connectivity and training for staff and residents.

  • Interfaces with multiple levels of end users; residents, departmental staff and management, and departmental/campus technical staff.
  • Participates in the preparation of procedure manuals and documentation for help desk use; conduct periodic user satisfaction surveys and track user problem trends; make recommendations for improvements to the network systems and create reports based on information provided from user surveys and trends.
  • Performs quality monitoring for team in order to ensure quality service and customer satisfaction, and that business objectives are achieved.
  • Supervision

    • Coordinates a team to provide first-tier level of support to residents, staff and management of Housing and Dining Services (HDS).
    • Oversees the day-to-day operations of a multiple location IT Help Desk environment.
    • Participates in a team work environment that results in contribution to achievement of project goals and objectives, periodically participating in a lead role for a project or a phase of a project. 
    • Hires, schedules, and evaluates the work performance of approximately 18 hourly student Help Desk staff. 
    • Monitors services provided to assure quality, performance and production goals for the Help Desk are met.  

    Technical Support

  • Supports end user connectivity to 10/100 Base-T and 802.11 wireless network services via the campus Ethernet network.
  • Applies knowledge of Ethernet LANs, wireless LANs, network equipment, and network software to provide residents and HDS staff with necessary network connections.
  • Collaborates with the HDS LAN team (Tier 2) and supervisor in coordinating system deployments and upgrades of IT resources for residents and staff as required. Consults with administrative system users, network systems analysts, directory services administrations, Unit IT managers on campus and third-party vendors (Tier 3) to resolve system compatibility and operational problems in order to ensure the efficient and effective use of personnel and IT equipment.
  • Enterprise Security

  • Provides innovative suggestions to improve existing processes or create new ones where necessary to improve the security posture of the departmental network.  Maintains existing security measures currently in place within the department and campus. 
  • Participates as part of a team to implement new or updated security measures based on State of Kansas, K-State’s SIRT, third-party vendor and industry standard recommendations. 
  • Monitors compliance with information security policies and procedures, referring problems to the appropriate department manager within HDS. 
  • Leadership

  • Actively participates in the management of services to end users in HDS.  Confers with primary users to determine detailed requirements and project needs. 
  • Meets periodically with supervisor to report project status, review priorities, discuss and evaluate new or unusual developments with work assignments.
  • Identifies issues or concerns that IT Team may need to collaboratively address and actively works to resolve.
  • Required Minimum Qualifications: This position requires a High School Diploma (or work equivalent) and two years of relevant experience. Preferred Qualifications:
    • Three years of experience as a coordinator in an information technology support environment.
    • Technical or bachelor's degree in related field
    • Experience in building relationships with end-users, software developers, and IT support teams

    • Excellent interpersonal and communication skills, both written and oral

    • Ability to multi-task and meet critical deadlines while in a fast-paced environment

    • Technical writing/user documentation experience

    • Previous supervisory or team lead experience in a call center or customer service related function.
    • Experience in supporting Windows OS, Mac OSX and Linux
    • Experience troubleshooting Client/Server applications and Ethernet/Internet connectivity
    • Experience in the installation and configuration of operating systems, software applications and network clients
    Special Instructions to Applicants: Please submit a letter of application and resume (pdf format) in addition to completing the on-line application. Screening of Applications Begins: Screening begins immediately, and continues until position is filled. Salary Range / Pay Rate: $17.64 - $27.32 per hour Equal Employment Opportunity: Kansas State University is an Equal Opportunity Employer of individuals with disabilities and protected veterans and actively seeks diversity among its employees. Equal Employment Opportunity is the Law.  Background Screening Statement: In connection with your application for employment, Kansas State University may procure a Background Screen on you as part of the process of considering your candidacy as an employee.