Note for Current UM Employees

Current employees must apply internally via connectU > connectu.olemiss.edu

Definition of Class

This position manages the Information Technology (IT) Helpdesk and related services. The incumbent oversees the maintenance of the call-tracking database used by the Helpdesk and other areas of IT. Incumbent provides technical support for computer users by troubleshooting and identifying problems and installing software. The incumbent also coordinates technical training and conducts seminars.

Examples of Work Performed

• Supervises, trains, and oversees the work of Helpdesk staff.
• Performs administrative functions such as hiring, firing, merit recommendations, and leave time.
• Resolves conflicts or other problems relating to Helpdesk staff.
• Monitors the budget for the Helpdesk.
• Maintains the call-tracking database used by the Helpdesk and others within the IT Department.
• Determines seminars to be offered each semester and summer terms. Coordinates with IT staff the seminars they will be able to teach. Ensures the availability of an instructor for each seminar. Serves as back-up to instructors and fills in as needed.
• Facilitates computer and technical seminars for incoming freshmen, faculty, staff, and students.
• Edits and writes articles; plans each issue and recruits article writers; and distributes the newsletter via electronic mail to all faculty, staff, and other describers.
• Acquires quotes for faculty and staff purchases; researches technology options to meet campus needs; arranges demos of emerging technology products to determine feasibility.
• Troubleshoots and identifies problems with faculty, staff, and student equipment and software.
• Sets-up new equipment, installs software, and demonstrates proper usage to faculty and staff.
• Stays abreast on new advances in equipment and software by reading technical journals, browsing on-line resources, and attending conferences.
• Attends regional and national conferences; makes presentations on technology issues to diverse audiences; serves on technology boards; and serves on committees as necessary.
• Performs similar or related duties as assigned or required.

Essential Functions

These essential functions include, but are not limited to, the following. Additional essential functions may be identified and included by the hiring department.

• Manages and oversees the work of Helpdesk staff.
• Maintains the call-tracking database used by the Helpdesk and others within the IT Department.
• Coordinates technical training in conjunction with the Department of Human Resources and facilitate seminars.
• Develops strategies for improving processes related to the delivery of technical services to students, faculty, and staff.
• Troubleshoots and identifies problems related to computer hardware and software, and other technical equipment.

Minimum Education/Experience

Education:
Bachelor’s Degree from an accredited four-year college or university.

AND

Experience:
Three (3) years of experience related to the above described duties.

Substitution Statement:
Related education and related experience may be substituted on a basis set forth by the Department of Human Resources.

Salary/Wage Information

EEO Statement

The University of Mississippi provides equal opportunity in any employment practice, education program, or education activity to all qualified persons. The University complies with all applicable laws regarding equal opportunity and affirmative action and does not unlawfully discriminate against any employee or applicant for employment based upon race, color, gender, sex, pregnancy, sexual orientation, gender identity or expression, religion, citizenship, national origin, age, disability, veteran status, or genetic information.

Interview Requirements: Any candidate who is called for an interview must notify the Department of Equal Opportunity/Regulatory Compliance in writing of any reasonable accommodation needed prior to the date of the interview.

Background Check Statement

The University of Mississippi is committed to providing a safe campus community. UM conducts background investigations for applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial (credit) report or driving history check.