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Lead User Support Specialist

Employer
University of North Dakota
Location
Grand Forks, North Dakota (US)
Salary
$54,000

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Industry
Technology
Role
IT
Job Type
Long-Term
Hours
Full Time

Job Details

Hiring Department: University Information Technology (UIT) 
 
Minimum Hiring Salary/Position Status: $54,000/year, Full-Time, Benefited, Exempt 
Benefits: Includes single or family health care coverage (premiums paid for by the university), basic life insurance, EAP, retirement plan, tuition waiver, annual and sick leave.  Optional benefits available: supplemental life, dental, vision, flexible spending account, supplemental retirement plans.
Work Schedule: Monday - Fridays 8 am to 4:30 pm. Some weekends may be required (Very few times per year if any)
 
For full consideration, all application materials must be fully submitted by 5PM (Central Time) on the closing date.
Qualified internal candidates will receive first consideration.

_______________________________________________________________________________________


Position DetailsA Complete Position Description is available as an attachment in the bottom right corner of this position announcement.

The User Support Manager reports to the Help Desk Manager and works closely with the other leads in the department. This position, monitors and coordinates the resources of the User Support Specialists while prioritizing their workload and providing mentoring, coaching, and training with an emphasis on ITSM standards and practices. This position also requires excellent customer service skills as they will be assisting students, faculty, and staff with a wide range of technical support issues. Successful applicants will be required to complete a criminal background records check prior to starting work.

 
Primary Responsibilities:

  • Hire and provide training to new team members.
  • Hold regular team meetings and attend other IT meetings on campus.
  • Deploy computers to end-users
  • Manage service tickets and resources within your team
  • Consult with students, faculty, and staff on general computer systems questions. 
  • Assist in analyzing and reviewing new software and hardware. 
  • Assist in providing recommendations for optimum user hardware configurations, software configurations, and support existing production systems. 
  • Resolve software functionality and compatibility errors that may be encountered on various systems. 
  • Acquire, develop and maintain clearly written documents and user notes. 
  • Provide mentoring to staff and student workers.


Required Competencies:

  • Excellent interpersonal skills and demonstrated excellence in customer service.
  • Ability to communicate with non-technical and technical users.
  • Ability to prioritize, multi-task, and meet deadlines.
  • Demonstrated ability in problem solving, sound decision-making, and critical thinking skills.
  • Demonstrated ability to work independently and be a team player.

 ______________________________________________________________________________________________

Minimum Requirements:

  • Bachelor’s degree; working towards a degree or an associate degree and other pertinent experience.  Major field of study or degree emphasis: Information Systems, Computer Science, or related field and 2+ years experience.
  • 2 years setup, configuration, troubleshooting of PC hardware and software .
  • 2 years experience working with Microsoft Active Directory
  • 1 year experience working with a service ticking system.
  • Successful completion of Criminal History Background Check. 

 

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the US and to complete the required employment eligibility verification form upon hire.
 

Preferred Qualifications:

  • 1 year experience managing employees.
  • Microsoft Office 365 experience
  • Experience working in a structured, process-driven environment


To find out why living and working in Greater Grand Forks is way cooler, check out www.GrandForksisCooler.com
 
All information listed in this position announcement will be used by Human Resources, the Hiring Department, and EO/Title IX for screening, interviewing and selection purposes.
 
 
Confidentiality of Application Materials
Note: Pursuant to NDCC 44-04-18.27, applications and any records related to the applications that identify an applicant are confidential, except records related to the finalists of the position, which are open to the public after the search committee has identified the top three finalists who will be invited to campus.
 
EEO Statement
UND is an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin.  Women, minorities, veterans and individuals with disabilities are encouraged to apply. Applicants will be invited to provide information regarding their gender, race and/or ethnicity, veteran’s status and disability status during the application process.  This information will remain confidential and separate from your application. 
 
ND Veteran’s Preference
North Dakota Veterans claiming preference must submit all proof of eligibility by the closing date. Proof of eligibility includes a DD-214 and if claiming disabled status, a current letter of disability from the VA dated within the last 12 months.
 
Clery Statement
In compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act, the University of North Dakota publishes an Annual Security and Fire Safety Report.  The report includes the university’s policies, procedures, and programs concerning safety and security, as well as three years’ of crime statistics for our campus.  As a prospective employee, you are entitled to a copy of this report.  The report and statistical data can be found online at http://und.edu/discover/_files/docs/annual-security-report.pdf.  You may also request a paper copy of the report from the UND Police Department located at 3851 Campus Road, Grand Forks, ND 58202.

Company

The University of North Dakota is one of the largest employers in the region. The University provides a comprehensive benefits package that includes full health insurance premium coverage for single or family plans, a retirement plan, tuition benefits for employees, as well as for the spouse and dependents of the employee, on-campus training programs, exclusive internal recruitment opportunities, as well as many other benefits.

Company info
Website
Location
264 Centennial Drive
Stop 7127
Grand Forks
ND
58202
United States

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