Mount Saint Mary's is the only women's university in Los Angeles and one of the most diverse in the nation. The University is known nationally for its research on gender equality, its innovative health and science programs, and its commitment to community service. As a leading liberal arts institution, Mount Saint Mary's provides year-round, flexible and online programs at the undergraduate and graduate level. Weekend, evening and graduate programs are offered to both women and men. Mount alums are engaged, active global citizens who use their knowledge and skills to better themselves, their communities and the world. www.msmu.edu.
Mount Saint Mary's University is an equal opportunity employer. The University is thoroughly committed both to providing equal employment opportunities for all job applicants and employees, and to providing a work environment that is free from harassment, discrimination and retaliation.
Applicants must be able to provide proof of eligibility to work in the United States. The University will not assist applicants with any visa matter. A background check will be required.
Under the direction of the Associate Director of Media and Technical Support Services, this position will create, deploy and manage desktop technical support processes on campus.
Responsible for the configuration of desktop and laptop machines, software installation services, hardware and software troubleshooting, coordinating with vendors for repair of hardware, and the coordination of upgrades; building "state of the art" End-User Computering (EUC) solutions.
Responsible for managing the day-to-day Desktop Support operations, which include responding to telephone, e-mail, and in-person requests for IT assistance, ensuring basic user problems are resolved in a timely fashion with a high-level of customer service, and the proper routing of advanced issues to other parts of IT.
Focused on management of Desktop Support, planning for service development, determining and addressing support needs, and aligning these services with campus priorities to ensure operational availability of all EUC Services; Resolve technical failures in a timely manner, track issues, escalations, resolution and closure of IT tickets. Troubleshoot and solve common IT issues (password resets, computer hardware failures, access requests). Identify cost-saving opportunities.
Interfaces regularly with the Network Systems Manager to support University network and Internet Infrastructure, Web and Portal personnel to address issues beyond the scope of the service functions, to develop intra-organizational processes, identify resolutions to common problems that could be resolved at first contact. Work with staff and University departments to facilitate the smooth transition of projects and strategies to operations.
Management of the work order tracking system, ensuring the support call database is accurate and current, maintaining metrics on IT Help Desk and User Support operations, writing reports to detail the IT Help Desk usage, distributing workload and providing training for Media and Technical Support technicians, and ensuring the IT Help Desk and Technical Support Services web presence is up-to-date, useful, and relevant.
Participation in IT meetings and projects is expected.
Knowledge of SCCM, PDQ Deploy, PDQ Inventory, SmartDeploy and Casper Suite in order to build, deploy and manage computer images.
Familiar with Group Policies, Windows Registry, WMI, VBA, PowerShell, SQL Queries, OSD Task Sequences; along with Windows, WAIK, MSI and Active Directory.
Knowledge of related principles and concepts to provide solutions to more complex and diverse Desktop support issues.
Proficient with computer hardware and knowledgeable of the PC and Mac platforms.
Knowledge of anti-virus software, basic firewall and other security applications.
Abilities and Skills:
Must have effective interpersonal and management skills.
Requires ability to communicate highly technical information in a clear and concise manner to both technical and nontechnical personnel.
Excellent organizational skills including ability to maintain composure under heavy workload, handle multiple tasks under constant pressure, set priorities, use initiative to implement creative solutions, work quickly and accurately with frequent interruptions; ability to remain flexible in responding to daily changes in priorities.
Ability to communicate with a diverse set of entities: faculty, staff, students, and committees.
Ability to assimilate new information and experience rapidly, recall knowledge acquired previously and apply it appropriately to new situation so as to maximize use of time and ability to assist.
Ability to identify important usage metrics and write comprehensive reports detailing operations.
Bachelor's degree in related area and/or equivalent experience/training.
Demonstrated experience managing Help Desk, Media and Desktop Support services.
Experience providing Help Desk, Media and Desktop Support services in a University environment is highly desirable.
Experience assisting staff in hiring and managing student employees.
Extensive experience providing computer technical support at a walk-in help desk is highly desirable.
Experience with trouble ticket systems and spreadsheet/database systems typically used for inventory and similar purposes.
Experience administering a server-based application is desirable.
Work Location: Chalon Campus (West LA) and Doheny Campus (Downtown LA)
Start Date: Immediately
Applications Deadline: Open until filled
The University is committed to recruiting and retaining a diverse student population and workforce as a reflection of our commitment to maintain the excellence of the University, and to offer our students richly varied disciplines, perspectives and ways of learning. In compliance with applicable laws and in furtherance of its commitment to fostering an environment that welcomes and embraces diversity, the University does not discriminate on the basis of race, color, creed, religion, national origin, sex (including pregnancy and parenting status), disability, age, veteran status, sexual orientation, gender identity or expression, marital status or genetic information in its programs or activities, including employment, admissions, and educational programs. We encourage people of all backgrounds to apply to be a student or to work for the University.
Please submit cover letter, resume and salary history.
Mount Saint Mary's University is an independent, Catholic, liberal arts university which provides a values-based undergraduate education for women, as well as innovative programs for professional men and women on two historic campuses in Los Angeles. The Mount is the only Catholic university primarily for women in the Western United States. It is also nationally recognized for its academic program...s, its culturally diverse student body, and its focus on preparing the next generation of citizen leaders.