Help Desk Supervisor/Support Technician (71826)

Position Summary 

The Help Desk Supervisor oversees daily IT support operations for faculty, staff, and students, ensuring timely, courteous, and effective technical assistance across campus. This role manages help desk staff, prioritizes service requests, monitors ticket workflow, maintains documentation, and helps improve service processes, hardware support, and user satisfaction in a mission-driven academic environment.  In addition to supervisory responsibilities, this position will also provide expertise in front-line technical assistance for campus users by troubleshooting hardware, software, network, and account issues in person, by phone, and through ticketing systems. This position supports computers, printers, classroom technology, and mobile devices while delivering responsive customer service.

Essential Duties and Responsibilities

The essential functions include, but are not limited to the following:

• Supervises, trains, evaluates and manages help desk staff, including the Help Desk 2 and student worker staff and provides front-line technical support, troubleshooting hardware, software, network, and account issues, and documenting service requests and resolutions 
• Manage all help desk services
• Assigns work, manages schedules and escalation issues, monitors services levels, and recommends process improvements and evaluates staff, including  tasks and work quality
• Collaborates with and supervises activities with the Help Desk 2 staff
• Assists with day-to-day user assistance for device setup, password resets, ticket updates and support for classroom and office technology at the help desk by phone, email and in person
• Coordinates and implements inventory system of help desk items for checkout
• Coordinates inventory system of printer supplies
• Represents IT during presentations for new hires, new student orientation and other events as needed
• Documents processes, procedures and tools and keeps information up to date for users
• Reviews and updates training materials for help desk regularly 
• Manage IT web presence on the MyWalsh portal and Walsh website
• Follows procedures and processes and makes recommendations for appropriate changes to improve quality of service of the help desk
• Coordinates with special events IT requests, testing and assistance
• Upholds IT/University policies/privileges
• Other duties as assigned

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. 

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.

Required Qualifications (Knowledge, Skills, and Abilities)

Must demonstrate an understanding the Walsh University Statement of Faith and a commitment to support the Mission, Vision, Values and Code of Ethical Conduct of Walsh University in accordance with Ex Corde Ecclesiae and the Catholic intellectual tradition. Must also possess the following:

Education: A Bachelor’s degree in computer science, business, English/communications or other closely related field required. 

Work Experience:

• Previous leadership experience in supervising and training others
• At least 1-3 years’ experience with troubleshooting technology such as desktop software, hardware and enterprise systems. 
• Excellent communication and customer service skills both in person, on the telephone and by email. 
• Experience presenting technology concepts to a group of people. 
• Excellent writing skills for instructions and training information. 

Skills and abilities:

• Demonstrated experience and knowledge with various productivity tools such as MS-Word, MS-Excel, Outlook, Visio, Adobe PDFs, etc
• Professional demeanor and ability to interact with charity towards students, staff and faculty.  Positive attitude a must
• Ability to explain technical issues to non-technical users
• Ability to prioritize and manage multiple support requests
• Adaptable with the ability to work in a team environment
• Ability to work independently and use sound judgment when making decisions

Physical Demands and Work Environment 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

• Sitting and/or standing for long periods of time
• Using a computer and phone, reaching, bending and moving between classrooms and offices
• Ability to transport equipment pushing/pulling carts with equipment
• Ability to lift approximately 25 pounds
• Use a ladder

Application Instructions

Applicants must submit a completed online application and any additional documents requested by the search/interview committee. This may include resume, cover letter,  unofficial transcripts, etc.

About Walsh University

Walsh University is seeking a dynamic, energetic, and passionate individual who is enthusiastic about contributing to a private, faithfully Catholic institution of higher learning and serving the common good. Walsh University promotes academic excellence, an engaged community, and a commitment to helping students discover their life purpose. Grounded in values of faith, excellence, integrity, service, and community, Walsh University is committed to principles of equal opportunity and is an equal opportunity employer.