Helpdesk Manager - CEHS Dean's Office

Utah State University; Logan (OH); On-site; USD 70,000 - 100,000; Full time

Job summary

Utah State University in Logan, UT, seeks a Helpdesk Manager to lead the CEHHS IT Helpdesk, directing daily ticketing, staffing, and priority handling to ensure high service levels.

This role develops OS images, configures security templates via Active Directory, and coordinates hardware/software procurement while ensuring HIPAA/ePHI security and compliance.

Qualifications

• Bachelor’s degree in MIS/CS or four years of IT experience with relevant certifications
• Excellent interpersonal and communication skills
• Excellent problem solving and analysis skills

Responsibilities

• Manages staff allocation and priority levels for the helpdesk ticketing system
• Develops and maintains standard OS images across college computers
• Implements security templates via Active Directory for college devices
• Hires, trains, schedules, and evaluates staff performance
• Oversees day-to-day CEHHS IT Helpdesk operations
• Communicates with clients via email, phone, or ticketing platform
• Manages procurement of computer hardware, software, and peripherals
• Performs simple repairs on computers, printers, and peripherals
• Maintains documentation of configurations and safeguards for compliance
• Supports security assessments and remediation efforts
• Escalates privacy or security concerns per policy
• Maintains accurate technology asset inventory and lifecycle management
• Ensures adherence to policies and deadlines
• Fosters a positive teamwork environment
• Performs miscellaneous duties as assigned

Skills

Interpersonal skills

Communication skills

Problem solving

Staff supervision

Education

MIS or CS degree or 4 years IT exp with certs

Relevant IT certifications (CompTIA A+, Network+, MS admin)

Tools

Active Directory

OS imaging tools

Job description

Helpdesk Manager - CEHS Dean's Office

Overview

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.

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 confidentialityWorking knowledge of asset inventory and lifecycle management practices

Required Documents

Along with the online application, please attach:

1. Resume/CV to be uploaded at the beginning of your application in the Candidate Profile under Resume/CV
2. Copies of applicable certifications to be uploaded at the beginning of your application in the Candidate Profile under Documents 1-10
3. Names and contact information for 3 professional references to be typed at the beginning of your application in the Candidate Profile
4. 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.

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, [e-mail], 435-797-1266 | Old Main Rm. 401D, 1475 Old Main Hill, Logan, UT 84322.

Cody Carmichael, Title IX Coordinator, [e-mail], 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: U.S. Department of Education Denver Regional Office 303-844-5695, [e-mail]

U.S. Department of Education Office of Assistant Secretary for Civil Rights 800-421-3481, [e-mail]