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Help Desk Supervisor

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Posting Details

Posting Details

Posting Number: 0601567
Recruitment Type: Open to All Applicants
Position Title: Help Desk Supervisor
Position Type: Staff
Position Status: Regular Full-time
Benefits Status: Benefits Eligible
FLSA: Non-Exempt
Hiring Range: $16.40-$18.27 per hour, DOE + excellent benefits pkg
Department: User Support
Posting Date: 08/18/2017
Closing Date When a sufficient number of qualified candidates have been identified.
Work Schedule:

Monday – Friday, 8:00am to 5:00pm. Occasional evening or weekend support.

General Description:

The Help Desk Supervisor manages the PLU Help Desk, providing assistance with campus technology needs and provides referrals to other Information & Technology Services (I&TS) resources and services. This position provides an initial point of contact for PLU faculty, staff and students in support of the use of technology, supervising 10-15 student workers who carry out service responsibilities in technology support. Reports to the User Support Team Lead.

Essential Functions and Responsibilities:

-Initial point of contact for support of computing, telephone, or network needs via customer walk-in, phone calls, voicemail, or email messages.
-Hire, train, schedule, and supervise 10-15 student workers.
-Update System Status page as needed to notify campus of planned/unplanned system outages.
-Develop and demonstrate understanding of customer needs.
-Assist customers in trouble­shooting computer and technology problems.
-Provide education on software, policies, and issues to users.
-Reset voicemail passwords for employees and students on request.
-Enter detailed requests in the Help Desk ticket ­tracking system.
-Collaborate with other support staff within I&TS to follow up on calls in the ticketing system to ensure problems are diagnosed and resolved in a timely fashion.
-Provide appropriate referral to other designated departments or staff.
-Prepare documentation for trouble­shooting applications for the Help Desk staff.
-Maintain departmental student worker records, timesheet submittal, and associated databases.
-Perform clerical duties such as monitoring/ordering office supplies and campus mail distribution.
-Perform other duties as assigned.

Knowledge, Skills, and Abilities:

-Strong customer service skills, including ability to resolve conflict.
-Ability to rapidly assess customer needs and issues, respond with solution where possible, and refer to appropriate technical team for resolution.
-Excellent communication and organizational skills.
-Intermediate experience with Windows and Mac operating systems and standard applications in Microsoft Office.
-General hardware and software troubleshooting knowledge.
-Ability to remain calm during times of increased activity in the department.
-Commitment to work with other I&TS team members to support customers.
-Ability to lift up to 25 lbs.

Required Qualifications:

-Three years job-related experience in a customer service environment. Related education may substitute for some experience.
-Supervisory experience.
-Experience in computer hardware and software support.
-Basic understanding of networks, multiple operating systems, printers, and personal computers.
-Experience with mobile device setup and troubleshooting.
-High School Diploma or GED.
-Finalist candidates must satisfactorily complete pre-employment background check.

Preferred Qualifications:

-Experience in higher education supporting students, faculty and staff.
-Bachelor’s Degree in the field of Computer Science, Psychology, Business, or Education.
-Experience with technical training and leading workshops.
-Experience with Google Apps and Adobe Creative Cloud products.

Work Conditions:
Physical Requirements:
Special Instructions to Applicants:
Other Information:

PLU offers an excellent benefits package including tuition remission for employees and their dependents, retirement plan, medical, dental, paid vacation, major holidays off, and many other great university benefits.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Are you 18 years of age or older?
    • Yes
    • No
  2. * Are you able to, after receiving an offer of or after starting employment, provide proof of US Citizenship or a current valid visa which would permit you to work in this country?
    • Yes
    • No
  3. * Do you have a High School Diploma or GED?
    • Yes
    • No

Applicant Documents

Required Documents
  1. Cover Letter
  2. Resume
  3. List of Three References
Optional Documents
  1. Letter of Reference 1
  2. Letter of Reference 2
  3. Letter of Reference 3
  4. Other Document