IT Service Desk Supervisor

Title: IT Service Desk Supervisor

Employee Classification: IT Service Desk Supervisor

Campus: University of North Texas

Division: UNT-Information Technology

SubDivision-Department: UNT-Enrollment Operations

Department: UNT-Academic Technologies-120300

Job Location: Denton

Salary: Commensurate with experience

FTE: 1.000000

Retirement Eligibility:

About Us - Values Overview:

Welcome to the University of North Texas System. The UNT System includes the University of North Texas in Denton and Frisco, the University of North Texas at Dallas and UNT Dallas College of Law, and the University of North Texas Health Science Center at Fort Worth.

We are the only university system based exclusively in the robust Dallas-Fort Worth region. We are growing with the North Texas region, employing more than 14,000 employees, educating a record 49,000+ students across our system, and awarding nearly 12,000 degrees each year.

We are one team comprised of individuals who are committed to excellence, curiosity and innovation. We are transforming lives and creating economic opportunity through education.

We champion a people-first values-based culture where We Care about each other and those we serve. We believe that we are Better Together because we foster an inclusive environment of respect, belonging, and access for all. We demonstrate Courageous Integrity through setting exceptional standards and acting in the best interest of our communities.

We are encouraged to Be Curious about opportunities for learning, creating, discovering, and innovating, and are encouraged to learn from failure. Show Your Fire by joining our team and exhibiting your passion and pride in your work as part of our UNT System team.

Learn more about the UNT System and how we live our values at www.UNTSystem.edu.

Department Summary

Academic Technologies provides IT governance and shared IT services for the colleges, libraries, and academic departments within the Division of Academic Affairs.

Position Overview

Monitors and manages the request and email intake queue(s) while also providing second level technical support on incidents. Works with parttime student employees taking in introductory calls, training on call handling and escalation, reviewing and writing documentation, and coordinating deliveries/pickups and surplus preparation for computers in our supported units.

Minimum Qualifications

Associate's degree in related field and two years of related computing work experience; or any equivalent combination of education, training, and experience.

Knowledge, Skills and Abilities

Knowledge of specific systems, equipment and software may be specified as needed by department. Basic knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment.

Ability to operate computer keyboards and to install computer hardware. Ability to assimilate, retain and utilize technical and applications-oriented information.

Preferred Qualifications

While not required, these are useful skills to have, in priority order:

• Experience in troubleshooting and configuration of Windows, MacOS, and Linux operating systems.

• Experience answering phones, remote access, and chat support in a help desk / service desk environment.

• Experience working in Higher Education and working with sensitive data with HIPPA / FERPA information.

• Experience documenting exceptions and unique setups.

• Experience with ServiceNow, OTRS, JAMF, PowerShell, PowerBI, and AD.

Required License/Registration/Certifications

Job Duties:

• Provides phone and remote access-based desktop, software, and authorized device support to faculty, staff, student employees, and students.

• Documents, installs, maintains, and properly decommissions supported (and exceptioned) devices and software for Faculty, Staff, departmental lab, and research lab machines, and exceptions to the standard configurations.

• Works with Academic Technologies parttime student techs as a tier two support, but also serves in a mentorship role by assisting with training and by partnering with an assigned student employee to help provide IT support to their assigned supported departments.

• Assists Service Desk Manager and/or Academic Technologies with special projects or time sensitive work requests like package development or system administration, but can include some rare offhours needs to support UNT mission in education and research.

• In charge of monitoring and managing one of the varied systems that are in production for the Academic Technologies Service Desk (KVM/WebCheckout/OTRS/SNOW/ETC.)

• Monitors and manages the physical incoming / outgoing computer queues. Responsible for coordinating prompt delivery or timely pick-up of finished computers. Works with the imaging supervisor to ensure computers are ready for use by faculty and staff.

Work Schedule:

M-F 8-5

Driving University Vehicle:

No

Security Sensitive:

This is a Security Sensitive Position.

Special Instructions:

Benefits:

For information regarding our Benefits, click here.

EEO Statement:

The University of North Texas System is firmly committed to equal opportunity and does not permit -- and takes actions to prevent -- discrimination, harassment (including sexual violence) and retaliation on the basis of race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, genetic information, or veteran status in its application and admission processes, educational programs and activities, facilities and employment practices. The University of North Texas System immediately investigates complaints of discrimination and takes remedial action when appropriate. The University of North Texas System also takes actions to prevent retaliation against individuals who oppose any form of harassment or discriminatory practice, file a charge or report, or testify, assist or participate in an investigative proceeding or hearing.