The Helpdesk Manager (Computer Technician Lead) is responsible for the purchasing, maintenance, and roll-out of college-wide computer systems. The individual will oversee, coordinate, and lead the day-to-day activities of the CEHS IT helpdesk. Among the duties will be to assign priority, staffing, and management of service tickets within the college to ensure a high service level and customer service.

• Manages the assignment of staff and priority levels to the computer/network trouble-ticket system. Will oversee the escalation of incidents to the appropriate level of support
• Develops, implements, and maintains the roll-out of standard operating system images across college computers.
• Devises and develops security templates that will be applied to computers in the college’s domain using Active Directory
• Hires, trains, plans, schedules, assigns, monitors, and evaluates the work of assigned staff.
• Oversees the day-to-day operations of CEHS IT Helpdesk.
• Communicates with clients via email, telephone, or ticketing platform.
• Manages the procurement of computer hardware, software, and peripherals for the college (Purchasing, EZ-Buy).
• Maintains and performs simple repairs on computers, printers, and peripherals.
• Ensures proper care in the use and maintenance of equipment and supplies.
• Ensures adherence to quality standards and deadlines.
• Ensures that employees follow documented policies and procedures.
• Creates and maintains a positive teamwork environment.
• Performs miscellaneous job-related duties as assigned.

Minimum Qualifications:

• Bachelor’s degree in Management Information Systems (MIS), Computer Science (CS), or closely related field OR four (4) years of experience in the Information Technology sector in roles as a systems manager, accompanied by relevant technical certifications (ex. CompTIA A+, Network+ Certification, Microsoft Certified Systems Administrator or closely related certification) OR an equivalent combination of education and experience
• Excellent interpersonal and communication skills
• Excellent problem solving and analysis skills

Preferred Qualifications:

• Progressive experience in manager or administrator roles within the IT Field
• One year of experience supervising others

Knowledge, Skills, and Abilities

• Skilled in the use, maintenance, and repair of computers.
• Knowledge of computer network layers.
• Skilled in organizing resources and establishing priorities.
• Ability to analyze and solve problems.
• Ability to make administrative/procedural decisions and judgments.
• Ability to train and supervise employees, including organizing, prioritizing, and scheduling work assignments.
• Ability to foster a cooperative work environment.
• Employee development and performance management skills.
• Ability to offer leadership to subordinate staff in area of expertise.

Along with the online application, please attach:

1. Resume/CV to be uploaded at the beginning of your application in the candidate profile under “Resume/CV”
2. Copies of applicable certifications to be uploaded into the candidate profile under Documents 1-10
3. Names and contact information for at least three professional references to be provided at the beginning of your application in the candidate profile
4. Cover Letter to be typed/pasted in a text box at the end of the application process

**Document size may not exceed 10 MB.**

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes.  The employee is regularly required to sit and often uses repetitive hand motions. Bending, crawling, and crouching may be required. Incumbents may be required to lift, push, and/or pull objects around 50 pounds and be required to walk and/or stand for long periods of time.  Incumbents nearly continuously listen, hear, and talk.

The Emma Eccles Jones College of Education and Human Services is committed to quality teaching, outreach and research. It is home to eight departments. Graduate and undergraduate programs are strengthened by an on-campus elementary school and three stand-alone centers. These offer services to the community and provide students with real-world service and research opportunities. Additional community services are provided by the individual departments. 

Founded in 1888, Utah State University is Utah’s premier land-grant and space-grant university, with a strong commitment to excellence, access, and inclusion. USU serves approximately 27,500 students throughout the state at three residential campuses, eight statewide campuses, and 23 education centers. USU Online has served students from all 50 states and 55 countries for over 25 years, and USU Extension provides outreach and service to all counties in Utah.  

As a land-grant university, USU engages communities and empowers people to lead successful lives of involvement, innovation, and impact. As an R1 research institution, USU provides a high-quality undergraduate and graduate education at an affordable price. Washington Monthly has consistently ranked USU in the top 10 among public universities for contribution to social mobility, research, and public service.  

Utah State is committed to cultivating a diverse, equitable, and inclusive community where different perspectives, values, cultures, and identities are acknowledged, welcomed, and valued. We seek to recruit, hire, and retain people from all walks of life who will champion excellence in education, research, discovery, outreach, and service. We believe that promoting a strong sense of community and belonging empowers and engages all members of USU to thrive and be successful. Learn more about USU. 

The university provides a Dual Career Assistance Program to support careers for partners who are also seeking employment. Additionally, USU is committed to providing access and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation for a disability, contact the university’s ADA Coordinator in the Office of Human Resources at (435) 797-0122 or hr@usu.edu. 

About the Region

U.S. News and World Report ranked Utah first for its strong economy, fiscal stability, education, and health care. Outstanding outdoor recreational opportunities abound throughout the state, including five national parks, 43 state parks and recreation areas, and 15 alpine ski resorts. The home of USU’s main campus, Logan, is a city of 54,000-plus people in a picturesque mountain valley 80 miles north of Salt Lake City. The Logan metro area claimed the top spot in the Milken Institute’s 2022 ranking for best-performing small cities in the nation. 

*updated 7/2023

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:

Executive Director of the Office of Equity Matthew Pinner, discrimination@usu.edu, Distance Education Rm. 401, 435-797-1266

Title IX Coordinator Cody Carmichael, titleix@usu.edu, Distance Education Rm. 404, 435-797-1266

Mailing address: 5100 Old Main Hill, Logan, UT 84322

For further information regarding non-discrimination, please visit https://equity.usu.edu/, or contact:

U.S. Department of Education, Office of Assistant Secretary for Civil Rights, 800-421-3481, OCR@ed.gov