Job Description

This position is responsible for coordinating information technology customer service functions for the constituents of Trine University.  Responsibilities include supporting customers in their use of technology, managing the PC/client technology life cycle, and instituting best practices for IT departmental customer service. 

Duties and Responsibilities

·         Oversee the Help Desk function, coordinating resources and delivering exemplary service to customers using best practice processes and tools

·         Provide telephone and desk side end user support of technologies

·         Manage full-time and student employees

·         Consult with end-users to identify computing needs and make technology selection decisions accordingly

·         Market IT services and service level agreements

·         Provide regular reporting on Help Desk incident data

·         Perform root cause analysis using help desk data and implement appropriate countermeasure to reduce incidents

·         Participate in the definition of IT department policies and procedures

·         Improve client hardware and software support processes and support the University mission by performing standards definition, installation, vendor selection, maintenance and repair, and retirement of PC and client technologies such as PDA’s and SmartPhones

·         Support student computer labs

·         Provide help desk support for student owned PC hardware

·         Maintain PC hardware and software inventory

·         Other projects/duties as assigned

Job Requirements

·         7+ years experience in Information Technology

·         2+ years experience in a leadership role

·         Advanced knowledge and troubleshooting of personal computer technologies

·         Experience troubleshooting Microsoft Office software, including Outlook/Exchange

·         Knowledge of networking topologies, including wireless

·         Exposure to Mac workstations in a windows Domain

·         Excellent verbal and written communication skills

·         Works under general supervision; reporting to the CIO. Relies on experience and judgment to plan and accomplish goals independently

·         Great attention to detail

·         Ability to mange projects and handle multiple tasks in an organized fashion

·         Ability to maintain confidentiality with sensitive customer and internal information

·         Foster Trine University success through a professional appearance, being courteous to customers & associates, and by exhibiting a positive attitude

Required Education

·         Bachelor degree in Information Systems, Computer Science or related field or equivalent experience

If interested, please send letter of interest, a detailed resume and contact information for three professional references Tim Smith, Senior Technician at smitht@trine.edu or mail to:

Tim Smith, Senior Technician

Trine University

1 University Avenue

Angola, IN 46703