Help Desk Manager – Information Technology

JOB PURPOSE

To provide excellent customer service to the faculty, staff and students through technical support and administration of end-user systems while managing and mentoring the Help Desk team both technically and professionally.

ESSENTIAL FUNCTIONS

Help Desk Management

• Manage, mentor, and train the part-time help desk technicians
• Manage SLAs for support tickets
• Develop end-user documentation and training materials.
• Develop how-to documentation for help desk ticket management and common issues.
• Provide Tier 2 technical support
• Manage help desk ticketing system

Classroom Technology

• Manage classroom technology systems
• Train end-users on new and existing technologies

End-user Systems Management

• Manage end-user systems
  • Phone system
  • Office 365 and associated applications
  • Student Information System
  • Learning Management System
• Provide guidance and support for all cyber security policies and procedures
• Work with other IT personnel to automate and streamline systems
• Work with the Vice President of Information Technology to strategically plan future IT systems and structure; specifically, as related to end user systems and experience.

QUALIFICATIONS / REQUIREMENTS

Include, but not limited to:

• Christian with high integrity, actively pursuing a relationship with God
• Associate degree or higher in a Technology related field
• Certifications in related fields will be taken into consideration
• Minimum three (3) years’ experience with some management experience
• Proficient within 3 – 6 months in:
  • Customer Service
  • Mentoring, leadership, management
  • Office 365 applications
    • Outlook, Excel, Word, PowerPoint, teams
    • SharePoint
  • Classroom technology
    • TVs
    • Projectors
    • Teams’ rooms
  • VoIP phone system management
  • Cyan digital signage and controllers
  • Active Directory user and computer management
  • Group policy management
  • Network troubleshooting and support
• Able to multi-task, analyze workload, and prioritize as necessary for the benefit of the department
• Must possess a strong attention to detail
• Able to take the initiative to complete the duties of the position without the need of direct supervision.
• Able to learn and utilize new skills and information to improve job performance and efficiency.
• Must be able to work independently, as well as a part of a team
• Excellent communication skills, both written and verbal
• Must possess a positive attitude
• Must be able to show a desire and willingness to learn
• Must be able to pass background screening, including driving record
• Eligible to work in the United States

BENEFIT PACKAGE

Full-Time employees are offered a comprehensive benefit package including:

• Medical
• Dental
• Vision
• Telehealth
• Health Savings Account
• Flexible Spending Accounts for Medical and Dependent Care
• Employer Paid Life & AD/D for the employee as well as dependents
• Voluntary Life & AD/D
• Employer Paid Long Term Disability
• Voluntary Short-Term Disability
• Voluntary Supplemental Benefits
• 403(b) Retirement
• Paid Sick Leave and PTO
• MBTS / Spurgeon College Tuition Reimbursement for employee and dependents
• Access to on campus cafeteria and coffee shop
• Access to on campus gymnasium, exercise facilities, etc.

WORKING CONDITIONS

• Monday through Friday, 8 am to 4:30 pm
• Shared office environment
• Some evenings, weekends, and institutional breaks may be required

PHYSICAL REQUIREMENTS

• Frequently required to sit or stand for periods of time at a desk or computer station
• Occasionally required to stand, walk, and reach with hands and arms.
• Able to lift and/or move up to 40 pounds.
• May be required to stoop, kneel, and/or climb ladder

DIRECT REPORTS

• Federal Work Study Help Desk Technicians
• Part-Time Help Desk Technicians

This job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as an exhaustive list of all responsibilities, duties or skills required for the position.

Midwestern Baptist Theological Seminary is an Equal Opportunity Employer

Midwestern Baptist Theological Seminary will reasonably accommodate qualified individuals with a disability so they may perform the essential functions of a job unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to the institution. Contact human resources (HR) with any questions or requests for accommodation.

To apply for this job please visit www.paycomonline.net.