Assistant Director of Help Desk and Instructional Support

The Assistant Director of Help Desk and Instructional Support leads the College’s help desk, instructional technology support, campus website support, and related technology services. Working under the guidance of the Executive Director of Information Technology, this role ensures reliable, customer-focused support; oversees end-user training, telecommunications, and collaboration tools; supports website reliability and accessibility; and supervises technology projects and daily operations. The Assistant Director also mentors and develops IT staff, supports information security response efforts and assists with budget and vendor management to ensure effective, secure, and efficient technology services that support teaching, learning, and College operations., Help Desk & End-User Support Leadership

• Lead and oversee the College’s help desk and end-user support operations to ensure timely,

reliable, and customer-focused technical assistance.

• Manage staffing levels, schedules, workload distribution, and service escalations to maintain

adequate support coverage.

• Maintain and optimize the IT work order system, including ticket tracking, reporting, and

performance monitoring.

Instructional Technology & Training

• Collaborate with academic departments and instructional support staff to address

instructional technology needs and support faculty and student success.

• Develop, coordinate, and deliver end-user training and documentation to promote effective

use of instructional and enterprise systems.

Application & Systems Support

• Provide advanced troubleshooting and support for college-wide applications, including

administrative systems, student information systems, learning management systems, and instructional software.

• Coordinate testing, updates, rollouts, and training for system enhancements and new

technology implementations.

• Collaborate with vendors, functional departments, and internal IT teams to resolve complex

application issues and maintain documentation and knowledge base materials.

Website & Digital Services Support

• Provide technical oversight and support for the College’s websites, ensuring reliability,

accessibility, security, and uptime.

• Coordinate routine updates, quality assurance, troubleshooting, and vendor escalation for

website platforms and content management systems.

• Support user access, permissions, and training for approved website content editors in

collaboration with communications and IT teams.

Telecommunications & Learning Spaces

• Manage the College’s VOIP telephone system, videoconferencing platforms, and

collaboration tools.

• Design, maintain, and support technology-enabled classrooms and conference spaces for

distance education, and meetings.

Project, Planning, Budget & Service Improvement

• Oversee technology projects related to help desk services, instructional support, websites,

and collaboration technologies, ensuring timely and cost-effective delivery.

• Participate in budget planning, resource allocation, and expenditure monitoring for assigned

support and instructional technology services.

• Analyze service metrics, ticket trends, and user feedback to identify opportunities for

improved efficiency, service quality, and cost effectiveness.

• Contribute to technology planning, lifecycle management, and vendor evaluation in

collaboration with IT leadership.

Security, Risk & Team Leadership

• Provide leadership, mentoring, performance management, and professional development for

help desk support staff.

• Serve as a member of the IT Information Security Incident Response team and support

cybersecurity initiatives, system upgrades, and operational risk management.

• Support continuity of operations and disaster recovery planning for end-user services and

ensure compliance with institutional, state, and federal technology, accessibility, and security requirements., Applicants are eligible for a Veteran’s Preference in accordance with Oregon law. Preference will be given only if the applicant meets the minimum qualifications of the position and submits the required documentation at the time of application. You can request copies of your military service records through the National Archives website at http://www.archives.gov/veterans/military-service-records/.

The College reserves the right to reject all applicants and ask for a re-opening of the position or make a direct appointment.

Minimum: Bachelor’s degree in information technology, Computer Science, or a related field; or a minimum of five years of experience managing a help desk team in an IT environment. Minimum of four years of experience working in the IT field, with a solid understanding of help desk systems and support processes. Strong knowledge of help desk best practices, instructional technology, and customer service excellence. Relevant certifications (e.g., ITIL, CompTIA A+) are highly desirable. Demonstrated ability to lead teams, drive organizational change, and communicate effectively with technical and non-technical audiences. Strong problem-solving, organizational, and project management skills. Proven ability to manage multiple tasks and priorities while consistently meeting deadlines. Proactive, organized, and able to work independently and collaboratively., basis of race, color, sex, marital status, sexual orientation, gender identity, religion, national origin, age or disability in any educational programs, activities or employment. Lack of English language skills will not be a barrier to admission and participation in career and technical education programs.