Assistant to the Office of the Chief Information Office and HelpDesk Coordinator (1/2 time, Benefited)
**This position is 1/2 time over the course of the year. There are times (early in the Fall semester) when duties may exceed 20 hours per week, but there will also be weeks when duties will be less than 20 hours per week. Overall, this position will work approximately 1040 hours per year.**
**This position is open until filled, attach a current Resume/CV and a Cover Letter. Resume/CV and Cover Letter can either be attached as a .docx or.pdf or listed in the space provided in the application. If documents are attached, just list "see attachment" in the space provided in the application. For assistance, please email firstname.lastname@example.org or call 307-855-2112. **
Under the direction of the Senior Technician for Technical Services, the Assistant to the OCIO and HelpDesk Coordinator performs a variety of clerical and administrative support duties as needed for the Office of the CIO as well as managing the HelpDesk function of the college.
Essential Duties and Responsibilities
- Provide assistance to the CIO, including processing correspondence, scheduling meetings and appointments, assisting in budget preparation, directing visitors, preparing periodic reports and recording minutes of departmental meetings and assigned advisory committees.
- Provide office management and organizational support to the Office of the CIO, including maintaining departmental fiscal records and reconciling budgets; monitor budget status to ensure compliance with established budgetary guidelines and limitations.
- Process travel and purchase requisitions, purchase orders, invoices, contracts and time sheets; and maintain inventories of department equipment, software and supplies including warranty information.
- Assist department management in maintaining college-wide inventory of equipment and software purchased from IT managed budgets; may organize and coordinate the sale or disposal of surplus IT equipment.Recruit, supervise, train, and schedule student employees; resolve problems and retrain student employees as needed; identify HelpDesk tasks and supervise work activity assignments.
- Operate within the guidelines set forth in the College’s policies, procedures and practices.
- Participate in staff meetings and attends other meetings and seminars as required and assigned.
- Operate within the framework established by CWC’s policies, procedures, and practices.
- Perform other reasonably related duties as directed or assigned.
- Manage the Help Desk Operations: Managethe CWC HelpDesk service, operations and responsibilities that provides limited technical assistance to college community members in person, by phone, and email. Monitor, manage and resolve helpdesk support requests from the CWC ticketing system. The IT help desk function includes, but is not limited to:
- Password reset
- MFA enrollment and use
- WIFI connection assistance
- “MyCentral” navigation assistance
- Sort & maintain service request tickets
- Basic general troubleshooting for students, staff, faculty, and visitors, and escalate problems to IT as necessary.
- Answer department phones, transfer calls, respond to voicemail.
- Monitor and maintain email; respond to questions
- Recruit, supervise, train, and schedule student employees; resolve problems and retrain student employees as needed; identify HelpDesk tasks and supervise work activity assignments.
- Graduation from college with an associate’s in office management, general business or public administration, or directly related field from a regionally accredited institution of higher learning recognized by the US Department of Education.
- Four (2) years of progressively responsible administrative or office management experience or other customer service operations performing above or related duties.
- Equivalency Statement
- Equivalent combinations of education and experience from which comparable knowledge and abilities can be acquired may be considered on a case-by-case basis.
- Desired Qualification
Knowledge, Skills, and Abilities
- Working knowledge of helpdesk management software
- Considerable knowledge and use of telephone etiquette, basic public relations, and customer service techniques.
- Ability to communicate and to employ participatory leadership and team building.
- Ability to supervise and schedule the work of others and to establish and maintain effective working relationships.
- Knowledge of supervisory practices and management principles involved in leadership technique and coordination of people and resources.
- Experience selecting, training, and evaluating student employees.
- Working knowledge of CWC operational practices, policies and procedures; budget development practices and processes.
- Considerable skill in the operation of personal computer, calculator, phone pod, classroom projection systems, scanners, copy machine, telephone.
- Ability to communicate effectively, verbally and in writing with a diverse population; relate in a professional, helpful manner in person and over the phone that demonstrates exceptional customer service.
- Maintain strict confidentiality related to sensitive administrative information.
- Ability to develop and maintain effective working relationships with students, fellow employees, student subordinate employees, and the public.
- Ability to react well under pressure, handle and balance multiple demands at one time, work with frequent interruptions and perform duties and tasks with limited errors and a heightened attention to detail.
- Ability to effectively identify and resolve problems related to every-day administrative operations.
Level of Supervision
This position operates under the direct supervision of the Senior Technician for Technical Services. Provide close supervision to part-time, temporary or seasonal work study students.
This position is 0.5 FTE over the course of the year. There are times (early in the Fall semester) when duties may exceed 20 hours per week, but there will also be weeks when duties will be less than 20 hours per week. Overall, this position will work approximately 1040 hours per year.
Reasonable accommodation will be extended to otherwise qualified individuals with a legally recognized disability.
- Equipment Used
- Standard office equipment including personal computer, calculator, fax machine, ten-key calculator by touch, phone pod, scanners, copy machine, and telephone.
- Physical Requirements
- Tasks require a variety of physical activities, which do not generally involve muscular strain, such as walking, standing, stooping, sitting, reaching and light lifting. Regular talking, hearing and seeing required in the normal course of performing the job. Common eye, hand, finger dexterity required to perform some essential functions. Mental application utilizes memory for details, verbal instructions, emotional stability, discriminating thinking and creative problem solving.
- Environmental Conditions
- The position generally performs in a typical office setting with appropriate climate controls.
CWC is an Equal Opportunity Educator and Employer. We are committed to a multicultural environment and strongly encourage applications from women, minorities, veterans, and persons with disabilities.
If you have a disability and would like to request an accommodation to apply for a position, please call 307-855-2112 or email cwchr@CWC.edu.
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