Helpdesk Manager - CEHS Dean's Office

The Helpdesk Manager (Computer Technician Lead) is responsible for the purchasing, maintenance, and roll-out of college-wide computer systems. The individual will oversee, coordinate, and lead the day-to-day activities of the CEHHS IT helpdesk. Among the duties will be to assign priority, staffing, and management of service tickets within the college to ensure a high service level and customer service., * Manages the assignment of staff and priority levels to the computer/network trouble-ticket system. Will oversee the escalation of incidents to the appropriate level of support

• Develops, implements, and maintains the roll-out of standard operating system images across college computers
• Devises and develops security templates that will be applied to computers in the college's domain using Active Directory
• Hires, trains, plans, schedules, assigns, monitors, and evaluates the work of assigned staff
• Oversees the day-to-day operations of CEHHS IT Helpdesk
• Communicates with clients via email, telephone, or ticketing platform
• Manages the procurement of computer hardware, software, and peripherals for the college (Purchasing, EZ-Buy)
• Maintains and performs simple repairs on computers, printers, and peripherals
• Ensures proper care in the use and maintenance of equipment and supplies
• Maintains documentation of technical configurations, security controls, and implemented safeguards as requested to support compliance efforts
• Provides technical expertise to support organizational security and compliance initiatives by assisting with security assessments, technology implementations, documentation, and remediation efforts
• Identifies and promptly escalate privacy or security concerns, vulnerabilities, or suspected information systems incidents to the appropriate Information Security and Compliance personnel in accordance with established policies and procedures
• Maintains an accurate inventory of technology assets that create, receive, maintain, or transmit ePHI ensuring assets are accurately inventoried, appropriately managed throughout their lifecycle, and securely decommissioned in accordance with HIPAA, organizational policies, and industry best practices
• Ensures adherence to quality standards and deadlines.
• Ensures that employees follow documented policies and procedures.
• Creates and maintains a positive teamwork environment.
• Performs miscellaneous job-related duties as assigned., * Copies of applicable certifications to be uploaded at the beginning of your application in the Candidate Profile under "Documents 1-10"
• Names and contact information for 3 professional references to be typed at the beginning of the application in the Candidate Profile
• Cover Letter to be typed/pasted at the end of your application

Document size may not exceed 10 MB. Advertised Salary: Commensurate with education and experience, plus excellent benefits. ADA: Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions. Bending, crawling, and crouching may be required. Incumbents may be required to lift, push, and/or pull objects around 50 pounds and be required to walk and/or stand for long periods of time. Incumbents nearly continuously listen, hear, and talk. College/Department Highlights: Emma Eccles Jones College of Education, Health, and Human Sciences is committed to academic excellence in research, teaching, and service activities across a wide array of education and human service fields. The college is home to eight academic departments with approximately 200 faculty who are engaged in innovative research and high-level graduate and undergraduate education. The college's programs and outreach missions are strengthened by an on-campus elementary laboratory school and five stand-alone centers, including the Sorenson Legacy Foundation Center for Clinical Excellence. Faculty, students, and staff within the college also engage with a broad range of community partners to both provide opportunities for community-engaged research projects and learning, which enhances the overall quality of education and human service programs throughout the state of Utah. University Highlights:

Founded in 1888, Utah State University is Utah's premier land-grant, public service university. As an R1 research institution, Utah State is dedicated to advancing knowledge and serving the public good through innovative research and scholarly activities that are grounded in reciprocal engagement with local, regional, and global communities. USU prepares students to be active, civically engaged leaders who are prepared to address critical societal challenges. Dedicated to providing a high-quality and affordable education, USU remains a leader in research, discovery, and public impact.

• Bachelor's degree in Management Information Systems (MIS), Computer Science (CS), or closely related field or four (4) years of experience in the Information Technology sector in roles as a systems manager, accompanied by relevant technical certifications (ex. CompTIA A+, Network+ Certification, Microsoft Certified Systems Administrator or closely related certification) or an equivalent combination of education and experience
• Excellent interpersonal and communication skills
• Excellent problem solving and analysis skills, * Progressive experience in manager or administrator roles within the IT Field
• One year of experience supervising others
• Experience with certified data eraser software (e.g., Bitraser) as well as with backup and disaster recovery procedures (e.g., Veeam backup)
• Knowledge and expertise regarding audio visual equipment
• Knowledge of the Health Insurance Portability and Accountability Act (HIPAA) and the security of electronic protected health information (ePHI).
• Experience working in a FERPA environment.

Knowledge, Skills, and Abilities

• Skilled in the use, maintenance, and repair of computers
• Knowledge of computer network layers
• Skilled in organizing resources and establishing priorities
• Ability to analyze and solve problems
• Ability to make administrative/procedural decisions and judgments
• Ability to train and supervise employees, including organizing, prioritizing, and scheduling work assignments
• Ability to foster a cooperative work environment
• Employee development and performance management skills, including offering leadership to subordinate staff in area of expertise
• Ability to collaborate and work effectively with personnel at all levels
• Ability to maintain a high level of confidentiality
• Working knowledge of asset inventory and lifecycle management practices

USU enrolls over 29,800 students, both online and in person at locations throughout the state. Utah State's 30 locations include a main campus in Logan, Utah, residential campuses in Price and Blanding, and six additional statewide campuses, along with education centers serving every county. USU educates students from all 50 states and more than 80 countries. For over 100 years, USU Extension has served and engaged Utahns, serving every county in the state. Competing at the NCAA Division I level, USU is a proud member of the Mountain West Conference and will join the Pac-12 Conference beginning in the 2026-2027 season. The Aggies' long-standing tradition of athletic and academic excellence is exemplified by recent Mountain West regular-season and tournament championships in women's volleyball, three consecutive Mountain West tournament titles in women's soccer conference championships, and a first-ever conference championship for gymnastics, reflecting USU's commitment to perseverance and achievement. Utah State is dedicated to fostering a community where all individuals feel respected, valued, and supported and where diversity of thought and culture are cultivated. We seek to recruit, hire, and retain people from all walks of life who will champion excellence in education, research, discovery, outreach, and service. We believe that promoting a strong sense of community and belonging empowers and engages all members of USU to thrive and be successful. Forbes recognized our commitment to employees when they named Utah State the best employer in Utah in 2023. Learn more about USU.