24 days old

Technical Support Center Lead (#01120)

Norfolk, 23529
  • Job Type
  • Job Status
    Full Time

Information Technology Services (ITS) at Old Dominion University is seeking a full time employee to serve as technical lead for the ITS Help Desk. Duties include analyzing business processes; researching and recommending technology solutions for improving customer service and problem resolution; and installation/upgrade/maintenance of the Help Desk’s incident tracking software and knowledge base applications. This position provides all aspects of technical customer support for faculty, staff, and students.

Required qualifications include:
• Demonstrated knowledge of Microsoft operating systems.
• Demonstrated knowledge of Internet-based applications.
• Considerable and demonstrated knowledge of personal and notebook computer hardware and software troubleshooting and resolution.
• Some knowledge of Apple personal and notebook computer hardware and software troubleshooting and resolution.
• Demonstrated ability to effectively manage time.
• Demonstrated ability to provide technical and project leadership to other staff members.
• Knowledge of technologies applicable to business process in customer service.
• Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution.
• Excellent written and verbal communication skills.

Preferred qualifications include:
• Some knowledge of data communications protocols.
• Basic knowledge of UNIX system environments
• Some experience supervising to include hiring, training and developing work schedules.
• Considerable knowledge of system practices in a client/server environment.
• Demonstrated ability to provide facilitated technical training.
• Knowledge of service support desk level agreements and reporting mechanisms.
• Demonstrated leadership in a technical project.
• Effective management of technical resources.
• Prior experience in supporting technology in Higher Education
• Some knowledge of support center software administration.
• Special licenses, registration or certification: Microsoft Certified Professional (MCP), Microsoft Certified Systems Engineer (MCSE) Level and type of experience:
• Significant experience working in a fast-paced, front-line technology support center.
• Bachelor’s degree in a computer related field or equivalent knowledge/experience.

Position opens October 30, 2017. To review required knowledge, skills, and abilities for this position and to submit an application, please visit http://jobs.odu.edu/postings/6859. AA/EOE

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Technical Support Center Lead (#01120)

Norfolk, 23529

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Technical Support Center Lead (#01120)


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