Help Desk Supervisor, College of Education, Criminal Justice, Human Services & Information Tech

Current UC employees must apply internally via SuccessFactors > http://bit.ly/UCEMPL

Founded in 1819, the University of Cincinnati ranks among the nation’s best urban public research universities. Home to more than 47,000 students, 10,500 faculty and staff and 330,000 alumni, UC combines a Top 35 research university with a physical setting The New York Times calls “the most ambitious campus design program in the country.”

With the launch of Next Lives Here, the Cincinnati Innovation District, a $100 million JobsOhio investment, eight straight years of record enrollment, worldwide leadership in cooperative education, a dynamic academic health center and entry into the Big 12 athletic conference, UC’s momentum has never been stronger. UC’s annual budget tops $1.6 billion and its endowment totals $1.9 billion.

The College of Education, Criminal Justice, Human Services and Information Technology (CECH) is dedicated to making a difference in our communities through outreach, academic programs, and community partnerships. Our students and faculty work side-by-side with educators, athletic directors, community wellness experts, cybersecurity analysts, and local, state and federal law enforcement officials. We value experiential learning as an important element of our degree programs. Current research is incorporated into every course to ensure our graduates are prepared to address the most urgent challenges of our society.

CECH is committed to the pursuit of discovery and excellence in research, teaching, and service that addresses real-world challenges and opportunities to create positive social change. We prepare students to maximize their ability to have a positive impact and to be contributing members of society. To this end, we embrace five key values:  Innovation: exploring, discovering, and implementing new ideas, methods, and applications; Partnership: seeking out opportunities for partnership in our academic, research, and community pursuits; Diversity: embracing and celebrating variation in styles, cultures, and disciplines; Leadership: leading through research and by empowering individuals, communities, and organizations to evolve and facilitate change through best practices; Support: providing an environment where faculty, staff, and students thrive.

The Office of Innovative Technology and Learning Design (OITLD) in the College of Education, Criminal Justice, Human Services, and Information Technology (CECH) at the University of Cincinnati seeks qualified applicants for the position of Help Desk Supervisor.

The primary function of this position is to provide IT support for faculty, staff, and students in CECH. Reporting to the OITLD Director, this position will be responsible for overseeing all aspects of the day-to-day operations of the CECH IT Help Desk, including technical support, procurement, classroom technology maintenance and upgrades, software installation, etc. Additional duties may include overseeing continuous improvement initiatives, accessibility support, and general technology support.

• Supervise the day-to-day operations of the help desk, including classroom technologies, software installation, asset tracking, procurement recommendations, and hardware repair.
• Identify, research, and resolve complex technical problems.
• Creates and manages escalation procedures and ensures service levels are maintained.
• Document, track, and monitor problems in ticketing system to ensure resolution in a timely manner.
• Provide direct supervision to exempt and non-exempt staff (i.e., hiring, training, coaching, work assignments, performance evaluations, attendance & leave, communication, disciplinary actions).
• Other related duties as assigned.

• Bachelor’s degree in Computer Science, Information Technology, Computer Engineering, or related degree; -OR- an Associate’s degree with two (2) years’ experience ; or four (4) years of basic to intermediate level computer hardware related experience.
• Possesses working knowledge of commonly-used concepts, practices, and procedures and contributes through support, using established processes, methods, and systems.

• Experience working within an IT Help Desk in a university setting.
• Experience working with an ITSM tool (ServiceNow a plus).
• Experience supporting both Windows and Mac operating systems.
• Experience providing technical training and support with complex hardware issues, web conferencing tools, Office 365 tools, endpoint management, and audio/visual classroom components.
• Excellent customer service skills when assisting with needs analyses and technical difficulties.
• Ability to develop standard operating procedures and technical documentation.
• Ability to work independently in a fast-paced environment.

Compensation and Benefits

UC offers a wide array of complementary and affordable benefit options, to meet the financial, educational, health, and wellness needs of you and your family. Eligibility varies by position and FTE.

• Competitive salary range of $55,000 dependent on the candidate's experience.
• Comprehensive insurance plans including medical, dental, vision, and prescription coverage.
• Flexible spending accounts and an award-winning employee wellness program, plus an employee assistance program.
• Financial security via our life and long-term disability insurance, accident and illness insurance, and retirement savings plans.
• Generous paid time off work options including vacation, sick leave, annual holidays, and winter season days in addition to paid parental leave.
• Tuition remission is available for employees and their eligible dependents.
• Enjoy discounts for on and off-campus activities and services.

The University of Cincinnati, as a multi-national and culturally diverse university, is committed to providing an inclusive, equitable and diverse place of learning and employment. As part of a complete job application you will be asked to include a Contribution to Diversity and Inclusion statement.

The University of Cincinnati is an Affirmative Action / Equal Opportunity Employer / Minority / Female / Disability / Veteran.

REQ: 82205