Job Description
This position is responsible for coordinating information technology customer service functions for the constituents of Tri-State University.  Responsibilities include supporting customers in their use of technology, managing the PC/client technology life cycle, and instituting best practices for IT departmental customer service. 

Duties and Responsibilities

• Oversee the Help Desk function, coordinating resources and delivering exemplary service to customers
• Provide telephone and desk side end user support of technologies
• Define and implement a single point of contact Help Desk for the University, fully consolidating ResNet and IT help desks, using best practice processes and tools
• Manage full-time and student employees
• Interact with end-users to identify computing needs and make technology selection decisions accordingly
• Implement customer service best practice, including training IT staff  
• Define and implement service level agreements
• Provide regular reporting on Help Desk incident data
• Perform root cause analysis using help desk data and implement appropriate countermeasure to reduce incidents
• Participate in the definition of IT department policies and procedures
• Improve client hardware and software support processes and support the University mission by performing standards definition, installation, vendor selection, maintenance and repair, and retirement of PC and client technologies such as PDA’s and SmartPhones
• Support computer labs across campus
• Support student owned PC hardware
• Maintain PC hardware and software inventory
• Other projects/duties as assigned

Job Requirements

• 7+ years experience in Information Technology
• 2+ years experience in a leadership role
• Advanced knowledge and troubleshooting of personal computer technologies
• Experience troubleshooting Microsoft Office software, including Outlook/Exchange
• Knowledge of networking topologies, including wireless
• Exposure to Mac workstations in a windows Domain
• Excellent verbal and written communication skills
• Works under general supervision; reporting to the CIO. Relies on experience and judgment to plan and accomplish goals independently
• Great attention to detail
• Ability to mange projects and handle multiple tasks in an organized fashion
• Ability to maintain confidentiality with sensitive customer and internal information
• Foster Tri-State University success through a professional appearance, being courteous to customers & associates, and by exhibiting a positive attitude

Required Education

Bachelor degree in MIS or Computer Science or related field, or equivalent experience

Tri-State University
Human Resources
1 University Avenue
Angola, IN 46703
hr@tristate.edu

All candidates must provide proof of eligibility to work in the United States and official transcripts at the time of employment. Tri-State University is an Equal Opportunity Employer committed to employing a highly qualified staff that reflects the diversity of our great nation.