Help Desk Supervisor , Digital Technology Solutions

Next Lives at the University of Cincinnati

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 research prowess with a physical setting The New York Times has called “themost ambitious campus design program in the country.” UC's momentum has never been stronger as the anchor of the Cincinnati Innovation District, the oldest cooperative education (co-op) program in the country with students earning $94 million annually through paid experiences, an academic health system, and as a member of the Big
12 Conference. The university contributes $10.6 billion in economic impact to the city and $22.7 billion to the state of Ohio. At UC,next is all of us. Learn more .

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

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

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

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

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

• Office environment/no specific unusual physical or environmental demands.

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

Salary/Hourly Pay Rate Information:

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

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