Major Duties: General summary: Supervises help desk operations, providing technical support to computer users. - Hires, trains, supervises and evaluates performance of full-time and part-time staff.- Prepares or reviews and publishes training and self-help documents for end-users.- Develops and implements procedures governing help desk activities.- Configures and maintains application software to record and track help desk services and provide knowledge base for help desk staff.- Monitors and reports service statistics.- Assists end-users with complex and non-routine problems, questions and issues.- Participates in information technology projects and committees.- Provides top notch IT customer service to WMU employees and students resulting in a personal experience for them.
Minimum Qualifications: - Some college coursework from an accredited institution.- One year's relevant experience.- Supervisor or lead experience.- Strong interpersonal, written and verbal communication skills.
Internal Number: 352_57170
About Western Michigan University
One of the top-100 public universities in the United States, Western Michigan University is committed to being learner centered, discovery driven and globally engaged. Founded in 1903, what was once Western Michigan College became Michigan's fourth public university in 1957. Since then, WMU has undergone dramatic growth in size and stature. Today, the University offers more than 240 academic programs to students pursuing degrees through the doctoral level. More than 20 percent of its 25,000 students are enrolled in graduate course work, studying in disciplines ranging from atomic physics and graph theory to medieval literature and blind rehabilitation. Of 101 graduate offerings available, 30 lead to a doctoral degree.