Helpdesk Manager - CEHS Dean's Office

Utah State University

Logan (UT)

On-site

USD 75,000 - 98,000

Full time

14 days+

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Job summary

Utah State University seeks a Helpdesk Manager (ComputerTechnician Lead) to oversee the CEHHS IT Helpdesk, assign priorities, staff, and manage service tickets to ensure high service levels.

The role requires leadership in scheduling, training, and performance evaluation, with responsibilities spanning procurement, security templates, and VM image rollout across college computers. Strong communication is essential.

Qualifications

Bachelor’s degree in MIS or CS or four years of IT management experience with relevant certifications.
Excellent interpersonal and communication skills.
Strong problem solving and analytical abilities.

Responsibilities

Manage staff assignments and ticket priorities; oversee incident escalation.
Develop and maintain standard OS images rollout across college computers.
Create security templates using Active Directory for college devices.
Hire, train, schedule, supervise staff and evaluate performance.
Oversee day-to-day CEHHS IT Helpdesk operations and service levels.
Communicate with clients via email, phone, or ticketing platform.
Procure computer hardware, software, and peripherals; manage purchases.

Skills

Staff management

Communication

Problem solving

Leadership

Customer service

Education

Bachelor’s in MIS/CS or related

4 years IT management experience with certs

Tools

Active Directory

Ticketing system

Job description

Overview

The Helpdesk Manager (ComputerTechnician 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.

Responsibilities

Responsibilities:

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 escalates 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.

Qualifications

Minimum Qualifications:

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

Preferred Qualifications:

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

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.

USU enrolls over 29,800 students, both online and in person atlocations 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 in 16 sports, USU is a proud member of the Pac‑12 Conference, officially joining on July 1, 2026. The Aggies capped a historic final season in the Mountain West by capturing nine combined regular‑season and tournament titles in 2025–26, with five teams advancing to postseason play. This tradition of excellence extends to the classroom, where 232 student‑athletes earned academic honors, and to the community, where USU ranked second nationally in Division I service hours, with nine teams placing in the top 10 for community service.

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 willchampion 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 namedUtah State the best employer in Utahin 2023.Learn moreabout USU.

The university provides aDual Career Assistance Programto support careers for partners who are also seeking employment.Additionally,USU is committed to providing access and a reasonable accommodation for individuals with disabilities. To request a reasonable accommodation for a disability, contact the university’s ADA Coordinator in the Office of Human Resources at (435) 797-0122 orhr@usu.edu.

*updated 07/2026

Notice of Non-discrimination

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

Utah State University is an equal opportunity employer and does not discriminate or tolerate discrimination including harassment in employment including in hiring, promotion, transfer, or termination based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity, disability, status as a protected veteran, or any other status protected by University policy or any other federal, state, or local law.

Utah State University does not discriminate in its housing offerings and will treat all persons fairly and equally without regard to race, color, religion, sex, familial status, disability, national origin, source of income, sexual orientation, or gender identity. Additionally, the University endeavors to provide reasonable accommodations when necessary and to ensure equal access to qualified persons with disabilities.

In all circumstances, Utah State University follows state and federal laws related to sex‑segregated spaces.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non‑discrimination policies:

Matthew Pinner

Executive Director

Civil Rights & Title IX Office

matthew.pinner@usu.edu

435‑797‑1266 | Old Main Rm. 401D

1475 Old Main Hill, Logan, UT 84322

Cody Carmichael

Title IX Coordinator

cody.carmichael@usu.edu

435‑797‑1266 | Old Main Rm. 402D

1475 Old Main Hill, Logan, UT 84322

For further information regarding non‑discrimination, please visit crtix.usu.edu or contact: