Help Desk Supervisor

Boise State University, powered by creativity and innovation, stands uniquely positioned in the Northwest as a metropolitan research university of distinction. Learn more about Boise State and the City of Boise at https://www.boisestate.edu/about/

Boise State University is building an inclusive community of faculty and staff whose unique skills, cultural contributions, work history, and perspectives create a rich and rewarding academic experience for our students. Research demonstrates that people thrive when they feel welcome, respected, and inspired. We seek applicants who are committed to helping us achieve our vision of a diverse and inclusive community. Applications from members of historically marginalized groups, including women, BIPOC (Black, Indigenous, and People of Color), those with disabilities, members of the LGBTQ community, those who have served in the military, and members of other underrepresented communities are strongly encouraged.

The Help Desk Supervisor is to provide focus, direction, organization and support for all Help Desk activities. Monitoring assignments and performance of the student employees, ensuring the Help Desk contact points are covered in an optimal manner, distributing requests and managing priority calls. The Help Desk Supervisor is the first contact for all student positions and will make recommendations for training to the managers.

The Office of Information Technology’s Walk-in and Call Center Help Desks are where Boise State University students, faculty and staff can get help for operational, software, and hardware questions and issues.

Provides immediate supervision to a unit or group of operational or technical employees. Sets and delegates day-to-day tasks to achieve operational objectives. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or campus policies, procedures and defined internal controls. Problems typically involve a single area, process or constituent group. Ensures accountability and stewardship of campus resources (operational, financial and human) in compliance with departmental standards and procedures.

• Supervise coverage schedule of zone tech, classroom, and service desk support allowing for exceptions of special requests, vacations, and classes.
• Manage two public locations for informational, technical, and classroom support, inventory, maintenance, and supervision of checkout equipment for the campus community.
• Ensure equipment is available for campus use. Collaborate with the AV team to resolve equipment issues.
• Provide technology demonstrations and presentations to groups.
• Prioritize event requests and coordinate AV needs.
• Schedule service desk and tech staff for events and coordinate among teams.
• Perform other duties as assigned.

• Experience making decisions in a fast paced, dynamic work environment.
• Experience in technical support specialist skills including installing, configuring, networking, and troubleshooting desktop operating systems and Microsoft Office applications.
• Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication.
• Experience with enterprise information technology support, such as remote control, imaging and remote application deployment and patch management.
• Knowledge of all supported versions of Microsoft Windows, macOS, Microsoft Office, standard OEM PC and Apple hardware, and standard printers.
• Ability to make decisions about scheduling, coverage, and call distribution to maximize efficiency and productivity of User Services within the department and across the University.

Bachelor’s degree or equivalent education and work experience with a minimum of 1-year call center. Standard driver’s license to drive department vehicle when required.

Starting salary of $47,195.20/per year, commensurate with experience. Boise State University is committed to offering a benefits package that provides health and financial protection plans as well as resources to promote health and well-being. Our program provides flexibility so you can choose the benefits that are right for you and your family. Learn more about our benefit options at https://www.boisestate.edu/hrs/benefits/.

A Cover Letter, Resume, and contact information for three professional references.