The Administrator, Helpdesk has the responsibility to ensure quality customer service and delivery to various campus constituencies for all university-related technology issues and manages the student Helpdesk staff.
Bachelor's degree plus two years' experience in providing customer service in a related field with two years of supervisory experience or equivalent combination of education and experience.
Valid driver license with good driving record: must be insurable.
Proficient with Microsoft Office Suite in both Windows, and Mac operating systems.
Proficient with troubleshooting and resolving issues with commonly used technologies and software including, but not limited to; Microsoft Office Suite, Windows and Mac operating systems, network printing and file shares, portable devices, e-mail applications and Web-based user services.
Commitment to customer service and the ability to maintain professionalism at all times
Ability to provide helpdesk services is preferred
Ability to learn new technologies rapidly and maintains a strong personal commitment to staying current on technologies and software
A critical focus on accuracy and attention to detail
Possess strong organization skills and the ability to multi-task
Ability to work independently, identify areas where improvement is needed and identify/implement solutions
Exemplary spoken and written communication skills, especially with the ability to explain technical issues in non-technical terms
Ability to collaborate with others and exercise sensitivity in matters of confidentiality
Ability to work occasional evenings and weekends
Some travel between the campuses of Stevenson University is also required (campus shuttle service is available).
Hire, manage, schedule, train and assign work to student helpdesk staff
Provide phone, e-mail and "in-person" support on technology-related issues
Oversee office operations including management of toner and paper inventories for the campus
Oversee the Office of Information Technology primary ticket queues and maintains quality of service expectations on response time, client communications, and proper ticket assignments/routing
Manage the ACD (automatic call distribution) system for the Helpdesk
Create support materials and documentation for the various services and software offered at Stevenson University
Provide regular reports to the Director, Technical Services and the CIO, as appropriate
Keep the Director, Technical Services and the CIO appraised of issues, as appropriate
Complete other duties as assigned by the Director, Technical Services
As Maryland's third-largest independent university, Stevenson serves more than 4,400 students pursuing bachelor's, master's, and adult undergraduate degrees in the classroom and online. Founded in 1947 as Villa Julie College, the University is committed to providing a career-focused education and to offering programs that ensure our students' success in an increasingly dynamic job market.
The U...niversity imbues its emphasis on career throughout the educational experience, from coursework to experiential learning. In addition to providing students with a quality liberal arts education, the University also stays true to its tagline, "Imagine Your Future. Design Your Career." Stevenson graduates gain the knowledge and skills that they can apply to not just their first job or graduate course but also carry with them throughout their lives. This promise is made explicit through the Career ArchitectureSM model, which carefully mentors students through a process of learning who they are within a framework of theory, practice, and mentoring. Stevenson has historically high job and graduate school placement rates for its students, helping them find success by starting their careers or by entering graduate school for continuing their education. In 2013, the Maryland Career Development Association (MCDA) recognized the impact of the Career Architecture process by awarding Stevenson with its annual MCDA Organizational Career Planning Award. This award recognizes an institution that has developed an excellent program for career development within the organization.