Help Desk Supervisor 1, Digital Technology Solutions

University of Cincinnati; Cincinnati (OH); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Competitive salary based on experience

Comprehensive health coverage (medical

Flexible spending accounts & wellness

Professional development & mentorship

Job summary

The University of Cincinnati is seeking a Help Desk Lead to oversee regional campus IT support and independently develop and maintain integrated technology systems. You will manage and coordinate support technicians and deliver Tier 1 and Tier 2 support across classroom and office technologies, including PCs, Apple devices, A/V equipment, hardware, software, and email services.

Ideal candidates have an Associate's Degree and at least two years of hardware experience, plus experience training

Qualifications

• Two years of basic to intermediate level computer hardware experience.
• Associate's Degree and four years of relevant education or training can fulfill requirements.
• Experience coordinating and supervising support technicians preferred.

Responsibilities

• Manage and coordinate support technicians.
• Provide Tier 1 & Tier 2 support across technology areas including classroom and office tech.
• Coordinate problem resolution for Tier 3 support.
• Perform routine follow-ups to ensure customer satisfaction.
• Establish and update service levels and escalate as needed.
• Oversee campus/division email services and Media Services equipment check-in/out.

Skills

Help Desk leadership

Tier 1 & 2 support

Customer service

Team coordination

Staff training

Education

Associate's Degree

Four years of education/experience

Tools

PCs

Apple devices

A/V equipment

Email systems

Job description

Next Lives at the University ofCincinnati

Founded in 1819, the University of Cincinnati ranks amongthe nation’s best urban public research universities. Home to morethan 53,600 students, 12,000 faculty and staff, and over 360,000living alumni, UC, a Carnegie 1 institution, combines researchprowess with a physical setting The New York Times has called “themost ambitious campus design program in the country.” UC's momentumhas never been stronger as the anchor of the Cincinnati InnovationDistrict, the oldest cooperative education (co-op) program in thecountry with students earning $94 million annually through paidexperiences, an academic health system, and as a member of the Big12 Conference. The university contributes $10.6 billion in economicimpact to the city and $22.7 billion to the state of Ohio. At UC,next is all of us. Learn more at uc.edu.

UC is a mission-driven organization where we are committedto student success and positively transforming the communitythrough scholarship and service. We thrive on innovation, making animpact, and fostering an environment where staff and faculty arekey contributors to UC’s success.

Job Overview

Serve as sole or lead Help Desk support on regionalcampuses or divisions with responsibility for independentlydeveloping and maintaining their own integrated, varied and complexinformation technology systems.

Essential Functions

• Manage and coordinate supporttechnicians.
• Provide Tier 1 & Tier 2 support for alltechnology areas, including but not limited to classroom and officetechnologies, such as PC’s, Apple products, A/V equipment,hardware, software, printing/imaging, email, network connectivityand UC systems. Document, track and monitor problems to ensureresolution in a timely manner.
• Coordinate problem resolution for Tier 3 supportcalls with full-time staff.
• Perform routine support call follow-ups to ensurecustomer satisfaction levels are maintained.
• Establish and update expected service levels toensure appropriate response times; escalat asnecessary.
• May provide oversight of the incident ticketingsystem for the regional campus or division.
• Hire, manage and train student supporttechnicians.
• Oversee communication and marketing of thecampus/division Support Desk. Maintain and update webcontent
• Manage campus/division email services, e.g., emailgroups, aliases, etc.
• Manage and coordinate Media Services equipmentcheck in/out and delivery.
• Coordinate and communicate with UC@IT SupportDesk.
• May assist with other Technology Services andcollege/division administrative duties asrequired.
• Perform related duties based on departmental need.This job description can be changed at any time.

Required Education

• Associate's Degree
• Four (4) years of relevant education, experienceand/or other specialized training can fulfill minimum education andexperience requirements

Required Experience

• Two (2) years of basic to intermediate levelcomputer hardware related experience

Physical Requirements/Work Environment

• Office environment/no specific unusual physical orenvironmental demands.

Compensation and Benefits

UC offers an exceptional benefits package designed tosupport your well-being, financial security, and work-lifebalance. (UCBenefits) Eligibility may vary by position and FTEstatus. Highlights include:

Salary/Hourly Pay Rate Information:

Comprehensive TuitionRemission

UC provides tuition remission for you and your eligibledependents, covering tuition costs for nearly all undergraduate andgraduate programs offered by the university.

Robust Retirement Plans

As a UC employee, you won’t contribute to Social Security(except Medicare). Instead, you’ll choose between state pensionplans (OPERS, STRS) or an Alternative Retirement Plan (ARP), withUC contributing 14–18% of your salary based on position.

Real Work-Life Balance

UC prioritizes work-life balance with a generous time-offpolicy, including:

Vacation and sick time

11 paid holidays and additional end-of-year paid time off(Winter Season Days)

6 weeks of paid parental leave for new parents

Additional Benefits Include

• Competitive salary based on experience
• Comprehensive health coverage (medical, dental, vision,prescription)
• Flexible spending accounts & wellnessprograms
• Professional development & mentorshipopportunities

To learn more about why UC is a great place to work,please visit our CareersPage.

UC is an E-Verify employer. If hired into this position,you will be required to provide satisfactory proof of employmenteligibility by providing acceptable, original forms ofidentification for employment verification via the Federal I-9employment verification process.

Equal Opportunity Employer. Building a workplacewhere all qualified applicants will receive consideration foremployment, including Individuals with Disabilities and ProtectedVeterans.