Helpdesk Supervisor & Student Tech Trainer

Saint Mary's University; Winona (MN); On-site; USD 48,000 - 53,000; Full time

Job summary

Saint Mary’s University of Minnesota seeks a HelpDesk Supervisor to deliver exceptional support to faculty, staff and students while mentoring student technicians. The role focuses on fast issue resolution, strong customer service, and guiding team performance.

Salary range is $48k–$53k per year. Occasional after-hours support and travel between campus locations may be needed to maintain reliable university IT services.

Qualifications

• Associate's degree and 2+ years of technical experience or equivalent combination of education and experience.
• Driver's license.
• Preferred: Bachelor's Degree in an IT-related field; 2-4 years of helpdesk experience.

Responsibilities

• Act as the first line of telephone support, answering inbound support calls, providing level 1 and 2 issue resolution, triaging urgent technical inquiries, and providing exceptional customer service over the phone
• Leverage remote access and diagnostic tools to efficiently troubleshoot, configure, and resolve operating system, application, and network connectivity issues directly from the desk
• Guide, train, and support student helpdesk technicians, fostering technical skill development and standardizing support quality
• Ensure student work schedules are complete and necessary hours are properly staffed
• Oversee development, implementation of helpdesk training procedures and policies for student helpdesk technicians
• Create and update FAQ for end users

Skills

Telephone etiquette

Customer service

Written communication

Verbal communication

Problem-solving

Teamwork

Education

Associate's degree

Driver's license

Bachelor's Degree in IT related field

Tools

Google Workspace

Entra

Canvas

Jenzabar

Windows

Linux

iOS

Job description

Saint Mary’s University of Minnesota seeks a HelpDesk Supervisor to deliver exceptional support to faculty, staff and students while mentoring student technicians. The role focuses on fast issue resolution, strong customer service, and guiding team performance.

Salary range is $48k–$53k per year. Occasional after-hours support and travel between campus locations may be needed to maintain reliable university IT services.