The IT Help Desk and IT Labs department is responsible for providing in-person support for students in IT Open labs, coordination for IT general classrooms for faculty and staff and telephone support for students, faculty and staff in the use of technology related issues by performing the following duties personally or through subordinates:

• Staffs a team of technical support representatives to assist faculty, staff and students in solving, non-routine or complex software, hardware, and procedure problems.

• Selects and provides formal and informal training and support for staff to answer and resolve all requests for support and to help customers use products properly.

• Creates systems for responding to customer inquiries via in person, telephone, online networks, and mail.

• Selects and manages an automated system to manage and track inquiries.

• Communicates with technical staff regarding bugs and follows-up to make sure fixes are received and tested.

• Advises upper management on product development issues arising from product problems identified through technical support calls.

• Completes, maintains, and processes pertinent paperwork and records.

• Plans and schedules levels of support according to product release schedules.

• Assists in final testing of new or revised software products.

• Creates long-term strategies for growth maintenance of department resources; makes budgetary recommendations to upper management, and monitors expenditures against approved budgets.

• Analyzes support activities and makes recommendations for changes in procedures and resources.

• Confers with faculty, students, and managers to determine requirements for new or modified software and hardware.

• Establishes and monitors procedures for follow-up on all requests for assistance to ensure optimum customer satisfaction.

• Meets with subordinates to discuss progress of work, resolve problems, and ensure that standards for quality and quantity of work are met.

• Meets with users to determine quality of service and makes necessary adjustments to accommodate their needs.

• Coordinates installation of hardware and software, and implementation of procedure changes.

• Ensure the effectiveness and responsiveness of services by scheduling and monitoring workloads and responding to customer needs.

• Develop and monitor the budget through the use of guidelines and departmental procedures.