JOB DESCRIPTION:

Cameron University is seeking a highly motivated and experienced IT Help Desk Coordinator to join our Information Technology Department. This position will be responsible for managing our IT help desk operations and providing excellent customer service to faculty, staff, and students. The ideal candidate should have extensive knowledge of computer hardware, software, and networking technologies, along with strong management and communication skills.

Key Responsibilities:

• Manage and supervise a team of full-time technicians and numerous student workers.

• Oversee the day-to-day operations of the IT help desk, ensuring that all support requests are handled in a timely and efficient manner.

• Provide high-quality technical support for faculty, staff, and students in-person, over the phone, or via email.

• Troubleshoot and resolve hardware, software, and network-related issues, escalating complex problems to appropriate resources as needed.

• Coordinate with other IT teams to ensure the timely delivery of hardware and software resources, including software installation, upgrades, and maintenance.

• Develop and maintain detailed documentation of help desk procedures and best practices.

• Manage help desk ticketing system, ensuring that all support requests are properly logged, prioritized, and tracked to completion.

• Develop and maintain positive working relationships with faculty, staff, and students, fostering a customer service-oriented culture within the IT department.

• Provide regular reports and updates to the IT management team on help desk performance, including metrics such as response time, resolution time, and customer satisfaction.

• Manage system wide departmental inventory.

Preferred Qualifications:

• Bachelor's degree in computer science or a related field.

• Experience in IT help desk operations

• Supervisory experience.

• Strong technical skills in PC and software support, with experience troubleshooting Windows and Mac OS platforms, Microsoft Office Suite, and various web applications.

• Strong organizational, communication, and interpersonal skills.

• Ability to prioritize and manage multiple tasks in a fast-paced environment.

• Familiarity with help desk ticketing systems and service level agreements.

• Experience working in a higher education environment.

APPLYING:

Applicant must submit the following to be considered: (1) letter of application, (2) resume, (3) transcripts (unofficial are acceptable at this point), (4) letters of references or names, addresses, and telephone numbers of three references we may contact.

INSTITUTION:

Cameron University (www.cameron.edu) is a state-supported regional institution located in Lawton, Oklahoma, that offers undergraduate and graduate degrees. Dedicated to excellence, the university provides a wide range of economic, cultural, and educational opportunities for the betterment of all citizens. Master's-level graduate degrees are offered in business, behavioral sciences, and education; baccalaureate programs are offered in more than forty disciplines, and associate degrees are offered in many other studies. The close proximity of Fort Sill contributes to an area rich in cultural diversity and provides the opportunity for frequent cooperative efforts. The combined community of Lawton/Fort Sill has a population of more than 100,000 and is located adjacent to the picturesque Wichita Mountains Wildlife Refuge. A copy of the University’s Annual Security Report, listing crime statistics and university policies, is available by contacting the Office of Public Safety or by accessing the report online at www.cameron.edu/ops.

APPLYING:

Attachments should include a cover letter indicating experience applicable to position, resume, transcripts (unofficial are acceptable at this point), names, addresses, and telephone numbers of three professional references.

DEADLINE:

Applications will be accepted until the position is filled; however, only candidates whose applications are received by May 15th 2023 are assured of receiving full consideration.

EEO/AA Employer/Veteran/Disability