Help Desk Lead

Serve as technical lead for the IT Help Desk including analyzing business processes and researching and recommending technology solutions for improving customer service and problem resolution. Provide all aspects of technical customer support for faculty, staff, and students. Install/upgrade/maintain the Help Desk's incident tracking software and knowledge base applications., It is the policy of Old Dominion University to provide equal employment, educational and social opportunities for all persons, without regard to race (or traits historically associated with race including hair texture, hair type, and protective hairstyles such as braids, locks, and twists), color, religion, sex or gender (including pregnancy, childbirth, or related medical conditions), national origin, gender identity or expression, age, veteran status, disability, political affiliation, sexual orientation or genetic information. Individuals from minoritized communities, women, veterans and individuals with disabilities are encouraged to apply. Reasonable Accommodation Request If you are an individual with a disability and require reasonable accommodation, please contact the Division of Talent Management and Culture at (757)683-3141. Alternative Hiring Process In support of the Commonwealth's commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth's Alternative Hiring Process.

• Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution.
• Considerable knowledge of personal and notebook computer hardware and software troubleshooting and resolution.
• Considerable knowledge of Microsoft operating systems.
• Considerable knowledge of Internet-based applications.
• Some knowledge of Apple personal and notebook computer hardware and software troubleshooting and resolution.
• Working knowledge of technologies applicable to business process in customer service.
• Excellent written and verbal communication skills.
• Demonstrated ability to effectively manage time.
• Demonstrated ability to provide technical and project leadership to other staff members.

Special licenses, registration or certification None Education or training N/A Level and type of experience

• Considerable experience troubleshooting and supporting multiple software applications.
• Demonstrated experience troubleshooting and understanding mobile platforms and/or related mobile technology.
• Some experience troubleshooting Internet-based applications.
• Some experience sourcing, developing and/or managing content for documentation and publishing.
• Previous experience in a fast-paced, front-line technology support center.

Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification) Knowledge, skills and abilities:

• Understanding of data communication protocols and their role in diagnosing network-related issues.
• Foundational knowledge of UNIX-based systems, including basic administrative and troubleshooting tasks.
• Strong grasp of client/server architecture and its application in enterprise support environments.
• Working knowledge of service desk SLAs, performance metrics, and reporting practices to support effective service delivery.
• Familiarity with support center software platforms, including contributing to their configuration and administration.
• Proven experience supervising staff, including recruitment, onboarding, scheduling, and performance development.
• Demonstrated ability to plan, lead, and complete technical projects.
• Ability to design and deliver structured technical training to end users and support personnel.
• Experience managing hardware, software, and staffing resources to meet evolving operational requirements.
• Prior experience in higher education technology support, with an understanding of academic environments and student-focused service.

Special licenses, registration or certification:

• CompTIA A+, Security+, Network+, or equivalent knowledge/experience)

Level and type of experience:

• Considerable experience working in a fast-paced, front-line technology support center.
• Possesses proficiency in video editing and creation, demonstrating a solid understanding of the craft.