Help Desk Supervisor
- Employer
- The University of Kansas
- Location
- Lawrence, KS
View more
- Administrative Jobs
- Technology, IT Support & Training
- Employment Type
- Full Time
- Institution Type
- Four-Year Institution
Job Details
Public Knowledge Management
- Design and own the architecture for the overall knowledgebase. This may include:
- Article creation based upon current departmental needs. Projects, Technology Changes and advancements, etc…
- Review and work with appropriate IT Department to verify article accuracy and relevance of information.
- Collect, Track, and Maintain general list of Knowledge Base articles posted to external KU websites.
- Complete Bi-Annual comprehensive Knowledge Base review.
- Document all related policies, processes and procedures related to knowledge base management.
- Cross train other Customer Service Center full time employee as designated by department manager to assist with knowledge base duties.
- Student KB Admins
- Discuss KB Admin opportunities with current and new CSC student hires after their initial training has been completed.
- Set appropriate expectations for new and current student KB Admins
- Develop and implement appropriate skill assessment for prospective student KB admin
- Manage and delegate Knowledge Base related task to prospective and current admins to ensure work is properly distributed across the team.
- Provide coaching and disciplinary action to student employees if and when the situation arises.
- IT Support Group Changes
- Review and update current CSC and Service Now documentation to reflect each group support responsibilities.
- Updating TSC Support Information
- Doing LDAP refresh on individual user records when inaccurate data is discovered.
- Process and Review all internal CSC documentation
- Review and update current CSC and Service Now documentation to reflect each group support responsibilities.
- Technical and non-technical support is provided by phone, email, and in-person during peak times of support for a broad range of University provided IT services, and to a wide range of audience such as parents, students, staff, faculty, researchers, etc…)
- Provide excellent and consistent customer service for a diverse customer base.
- Thoroughly document all interactions and reported issues in accordance with established policy and processes into a central ticketing system.
- Must be able to work in a fast-paced, structured, and dynamic environment, with the ability to maintain composure in stressful situations.
- Utilize a vast array of resources to assist and resolve customer support request.
- Monitor help desk tickets daily to ensure customer resolution and track technical trends within the organization
- Utilize ticket resolution data and technical knowledge to create, edit, or enhances documentation in the IT Knowledgebase to serve as both help desk reference and Tier 0 support for users
- Utilize ticketing system reports and knowledgebase usage patterns to determine top issues and ensure thorough documentation and training for users and other staff
- Assist in defining or improving all Help Desk workflow procedures including proper ticket documentation, escalation, and resolution.
- Participate in monthly on call rotation
- Engage and assist student workers in resolving variety of support issues
- Participate in the onboarding, offboarding, promotion process for student employees
- Provide feedback to student workers
- Attend and participate in staff meetings, training opportunities, and other meetings as assigned.
- Other duties as assigned.
Security Profile:
- This position shares in responsibility for information security by following all applicable security policies and procedures
- This position is authorized to handle sensitive or confidential data in accordance with established procedures in the performance of job duties.
- This position is authorized to provision and deprovision user accounts and access in accordance with established procedures in the performance of job duties.
- High school diploma and one year of relevant experience
- One year recent experience working in a call center
- One year recent experience supporting consumer Windows OS (Ex: , Vista, 8, 8.1, 10)
- One year recent experience supporting Microsoft Office applications
- One year recent experience supporting Email Clients. (Outlook Thunderbird, Etc.)
- Two years recent experience working in a team environment providing support services
- Basic understanding of ITIL and/or service management processes
- Experience supporting and/or using Macintosh
- Technical writing expertise
- Experience working in an environment requiring daily interaction with customers/ users in a technical field, assisting with troubleshooting, provisioning service requests, and utilizing a variety of tools to assist with resolution of problems.
- Work experience that required communicating with staff and customers at all levels of technical experience.
- Previous experience with University of Kansas systems and services.
A cover letter addressing how required qualifications are met
Resume
3 Professional References
Incomplete applications will not be considered.
Deadline for applications is Sunday, November 14th, 2021. Contact Information to ApplicantsVickye Kozlowski
vickye@ku.edu Advertised Salary Range$39,000- $42,00 Application Review Begins15-Nov-2021 Anticipated Start Date29-Nov-2021
Organization
Working at the University of Kansas
Join the University of Kansas, and you’ll become part of a Jayhawk family that spans the globe. Wear your KU shirt in London, Istanbul, Buenos Aires, Nairobi or anywhere else, and you will likely hear a resounding “Rock Chalk!” from a stranger. Of course, the appropriate response is an enthusiastic “Jayhawk!” Because, after all, they’re not really strangers, they’re family.
The Jayhawk community is united by more than 150 years of tradition and by our commitment to pushing the boundaries of knowledge, transforming the academic experience, and creating solutions through innovative research. KU’s mission is to lift students and society by educating leaders, building healthy communities and making discoveries that change the world.
The University of Kansas is the state’s flagship university and one of just 66 invited members of the prestigious Association of American Universities (AAU). We consistently earn high rankings for academics and recognition as a premier research university.
KU faculty and staff embrace our role as the state’s flagship university, AAU member and R1 institution that serves the state, nation and world. We celebrate the energy and compassion that infuse the Jayhawk spirit; and, we remain true to KU’s historic values: the elevating force of education, the transformative power of research and the healing power of service.
Diversity, Equity, Inclusion, and Belonging
The University of Kansas is committed to a learning and workplace environment that is representative of our nation and global society, accepts and values everyone, appreciates our common humanity and understands that our multiple differences are the cornerstone of academic preparation, professional excellence and distinction. KU must be a place where all people feel they belong and have access to resources and support that help them attain their educational and professional goals.
We recognize there are inequalities and privileges generated by historical and persistent intersecting differences by race, ethnicity, gender identities, gender expressions, sexual orientation, socio-economic status, age, abilities, religion, regional background, veteran status, citizenship status and nationality. And we hold ourselves accountable for policies, processes and programs that appreciate these and other differences and create more fair, safe and just learning, working and living environments for KU students, faculty and staff.
Instruction
KU offers a broad array of undergraduate and graduate study programs, and we fulfill our mission through academic and research programs of international distinction, coupled with outstanding libraries, teaching museums and information technology. These resources enrich the academic experience for students from all 50 states and 112 countries, and provide enrichment resources for KU faculty and staff.
Research
The university attains high levels of research productivity and recognizes that faculty are part of a network of scholars and academicians that shape a discipline as well as teach it. KU staff are integral to our research success, participating in and supporting discoveries that expand knowledge and improve lives.
Service
The university and our employees serve society through research, teaching and the preservation and dissemination of knowledge. KU's academic programs, arts facilities and public programs provide cultural enrichment opportunities for the larger community. And, KU offers educational, research and service programs throughout the state. KU employees are encouraged to participate in and serve the campus and surrounding communities in a way that is meaningful to them.
International Dimension
KU offers more than 100 programs of international study and cooperative research for KU students and faculty at sites around the world. The university offers teaching and research that draw upon and contribute to the most advanced developments throughout the United States and abroad. At the same time, KU's extensive international ties support economic development in Kansas.
Values
The University of Kansas, our students and employees are committed to excellence. We foster a multicultural, inclusive environment in which the dignity and rights of individuals are respected. Intellectual diversity, integrity and disciplined inquiry in the search for knowledge are of paramount importance.
Our City and State
KU sits atop Mt. Oread in the center of Lawrence, a town full of natural beauty and culture. In fact, Rolling Stone magazine named Lawrence one of the best college towns in the United States. Lawrence is home to more than 100,000 people, and has a charming, Midwestern friendliness that welcomes visitors and celebrates diversity. In addition to KU, Lawrence is home to Haskell Indian Nations University, the premiere tribal university in the United States.
Lawrence’s historic and thriving downtown features restaurants, nightlife and local shops offering unique finds that you won’t find anywhere else. The town has more than 50 parks, an encompassing mixed-use trail, and quick access to biking/hiking trails along the Kansas River and around Clinton Lake. A five-minute drive from Lawrence, Clinton Lake offers fishing, boating, beaches, camping and other outdoor activities.
Located just 40 minutes west of Kansas City, Lawrence offers the appeal of a mid-size, suburban town with quick access to the amenities of a large city, including an international airport. The Kansas City metro area is home to world-class museums and cultural activities, Jazz clubs and other nightlife venues, expansive shopping options, and exciting professional sports with the Kansas City Chiefs, Kansas City Royals and Sporting KC.
Kansas is in the center of the country, making it convenient and cost effective to fly or drive to destinations throughout the United States. Far from flat, the Flint Hills, just 90 minutes from Lawrence, offer panoramic vistas that showcase the breathtaking beauty of America.
Making KU Your Home
Something about Lawrence is magnetic. Long-time residents are never surprised when a KU student or employee from out of state decides to make Lawrence their permanent home. And, even those who do leave often find themselves returning to “the nest” at some point in the future. In fact, Lawrence has been named by several publications as one of the best places to retire.
At the University of Kansas, you’ll join a global Jayhawk family and find a place to call home.
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