Reporting to the Help Desk and Shared Services Manager, the Information Desk Supervisor oversees the Shared Services Information Desk which is the ITS call center for the university community, including faculty, staff, retirees, and university associates, and provides basic technical support and troubleshooting. This position is responsible for ensuring excellent customer service by providing IT support in a compassionate and collegial manner. This position requires being physically present for work at the Shared Services Information Desk. To achieve our mission as a liberal arts college, we continually strive to foster an inclusive campus community, which recognizes the value of all persons regardless of identity. Our department is committed to contributing to an educational environment that is rich with cultural, social, and intellectual diversity. Essential Functions: Work as a member of a team to provide excellent and timely customer service to the campus community. Develop positive peer relationships with other members of the ITS and Service Desk team. Supervise student workers in support of all functions of the Information Desk Work at both the Law and Undergraduate locations. Help troubleshoot core systems and network outages. Support student and university owned computing and printing equipment. Support, maintain, reserve, and deliver A/V equipment. Provide tier one and two support for installed and web applications. Provide account management for university accounts. Provide application management for web applications. Monitor the ITS Ticketing system and dispatch tickets to the appropriate support staff. Follow the ITS Information Security Program and industry standard best practices to help ensure the confidentiality, integrity, and availability of all IT resources. Assist with technology recycling program. Additional related duties as assigned. Minimum Qualifications: Bachelor’s degree and at least two years’ experience in a science or technology support environment, preferably in higher education, or a combination of education and experience from which a similar skillset would be obtained. Experience in a customer help desk setting is strongly preferred. Experience in an educational setting preferred. Strong troubleshooting and patient communication skills are essential. Ability to communicate patiently and effectively with a variety of people including students, faculty, staff, and retirees. The idea candidate will have a customer centered approach with a focus on service delivery. Demonstrated consultative skills required. Curiosity about information technology, and motivation to learn new technologies as needed. Knowledge of office productivity and e-mail tools is essential. Minimum Pay: $62,892 – Pay commensurate with experience Application Instructions: Review of applications will begin on May 6 and continue until the position is filled. A resume and cover letter are required. Please upload these documents when prompted on the application form. You will be asked to provide names and contact information for three professional references. Application instructions and information about Washington and Lee University can be located at https://www.wlu.edu/employment-opportunities. Physical Requirements: Fingering: Picking, pinching, typing or otherwise working, primarily with fingers rather than with whole hand or arm as in handling. Grasping: Applying pressure to an object with the fingers and palm. Repetitive motions: Making substantial movements (motions) of the wrists, hands, and/or fingers. Working Conditions: The worker is not substantially exposed to adverse environmental conditions. Types of Work: Sedentary work: Exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met. Position Type: Exempt, Full Time, Benefit Eligible Washington and Lee is a top-ranked, private institution in Lexington, Virginia where we integrate the rigorous inquiry and critical thinking of a liberal arts curriculum with nationally accredited undergraduate programs in business and journalism, and a graduate School of Law. Our graduates, mentored by a faculty of teacher-scholars, are ready to make a meaningful impact wherever they go in the world. Washington and Lee affirms that diverse perspectives and backgrounds enhance our community. We are committed to the recruitment, enrichment, and retention of students, faculty, and staff who embody many experiences, cultures, points of view, interests, and identities. As engaged citizens in a global and diverse society, we seek to advance a positive learning and working environment for all through open and substantive dialogue. We offer an extensive range of health care and life insurance benefits, retirement options, educational assistance programs, wellness programs, and work/life initiatives to serve our staff and faculty. We are committed to providing a competitive benefit package to attract and retain exceptional employees. For an overview of offerings for full-time benefit eligible employees, see the current Benefits Guidebook and additional information about paid time off, educational grants, and our home loan program. Washington and Lee is an Equal Opportunity Employer. As such, we are interested in candidates who are committed to high standards of scholarship, performance and professionalism and to the development of a campus climate that supports equality and diversity in our faculty, staff and student body. Job description requirements are representative, but not all-inclusive of the knowledge, skill, and abilities needed to successfully perform this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions. Employment Information and Accommodations