Help Desk Supervisor/Support Technician (71826)

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    "raw": "Main Campus - North Canton, OH 44720; 2020 E Maple St, North Canton, OH, 44720, USA",
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{
  "detail": {
    "city": "North Canton",
    "jobId": 441621,
    "level": "",
    "endDate": "",
    "legalId": 4102,
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    "jobTitle": "Help Desk Supervisor/Support Technician (71826)",
    "location": "Main Campus - North Canton, OH 44720",
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    "description": "<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:14pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Position Summary </span></span></span></b></span></span></span></p>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">The Help Desk Supervisor oversees daily IT support operations for faculty, staff, and students, ensuring timely, courteous, and effective technical assistance across campus. This role manages help desk staff, prioritizes service requests, monitors ticket workflow, maintains documentation, and helps improve service processes, hardware support, and user satisfaction in a mission-driven academic environment.  In addition to supervisory responsibilities, this position will also provide expertise in front-line technical assistance for campus users by troubleshooting hardware, software, network, and account issues in person, by phone, and through ticketing systems. This position supports computers, printers, classroom technology, and mobile devices while delivering responsive customer service.</span></span></span></span></span></span></p>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:14pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Essential Duties and Responsibilities</span></span></span></b></span></span></span></p>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">The essential functions include, but are not limited to the following:</span></span></span></span></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Supervises, trains, evaluates and manages help desk staff, including the Help Desk 2 and student worker staff and provides front-line technical support, troubleshooting hardware, software, network, and account issues, and documenting service requests and resolutions </span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Manage all help desk services</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Assigns work, manages schedules and escalation issues, monitors services levels, and recommends process improvements and evaluates staff, including  tasks and work quality</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Collaborates with and supervises activities with the Help Desk 2 staff</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Assists with day-to-day user assistance for device setup, password resets, ticket updates and support for classroom and office technology at the help desk by phone, email and in person</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Coordinates and implements inventory system of help desk items for checkout</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Coordinates inventory system of printer supplies</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Represents IT during presentations for new hires, new student orientation and other events as needed</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Documents processes, procedures and tools and keeps information up to date for users</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Reviews and updates training materials for help desk regularly </span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Manage IT web presence on the MyWalsh portal and Walsh website</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Follows procedures and processes and makes recommendations for appropriate changes to improve quality of service of the help desk</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Coordinates with special events IT requests, testing and assistance</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Upholds IT/University policies/privileges</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Other duties as assigned</span></span></span></span></span></span></span></span></li>\n</ul>\n\n<p style=\"margin-bottom:12px;\"><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. </span></span></span></span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities.</span></span></span></p>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:14pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Required Qualifications (Knowledge, Skills, and Abilities)</span></span></span></b></span></span></span></p>\n\n<p style=\"margin-bottom:12px;\"><span style=\"font-size:10.5pt;\"><span style=\"line-height:110%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:110%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Must demonstrate an understanding the Walsh University</span></span></span> <a href=\"https://www.walsh.edu/_files/doc-2023-05-Walsh-University-Statement-of-Faith-and-Understanding.pdf\" style=\"color:#0000FF;text-decoration:underline;\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"font-size:11pt;\"><span style=\"line-height:110%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Statement of Faith</span></span></span></a> <span style=\"font-size:11pt;\"><span style=\"line-height:110%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">and a</span></span></span> <span style=\"font-size:11pt;\"><span style=\"line-height:110%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">commitment to support the</span></span></span> <a href=\"https://www.walsh.edu/mission.html\" style=\"color:#0000FF;text-decoration:underline;\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"font-size:11pt;\"><span style=\"line-height:110%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Mission, Vision</span></span></span></a><span style=\"font-size:11pt;\"><span style=\"line-height:110%;\">,</span></span> <a href=\"http://www.walsh.edu/mission.html\" style=\"color:#0000FF;text-decoration:underline;\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"font-size:11pt;\"><span style=\"line-height:110%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Values</span></span></span></a><span style=\"font-family:'Century Gothic', sans-serif;\"> and Code of </span><a href=\"https://www.walsh.edu/_documents/pdf/walsh-university-standards-of-ethical-conduct-2025.pdf\" style=\"color:#0000FF;text-decoration:underline;\" target=\"_blank\" rel=\"noreferrer noopener\"><span style=\"font-size:11pt;\"><span style=\"line-height:110%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Ethical Conduct</span></span></span></a> <span style=\"font-size:11pt;\"><span style=\"line-height:110%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">of Walsh University in accordance with Ex Corde Ecclesiae and the Catholic intellectual tradition. Must also possess the following:</span></span></span></span></span></span></p>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Education: </span></span></span></b><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">A Bachelor’s degree in computer science, business, English/communications or other closely related field required. </span></span></span></span></span></span></p>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Work Experience:</span></span></span></b></span></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Previous leadership experience in supervising and training others</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">At least 1-3 years’ experience with troubleshooting technology such as desktop software, hardware and enterprise systems. </span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Excellent communication and customer service skills both in person, on the telephone and by email. </span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Experience presenting technology concepts to a group of people. </span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Excellent writing skills for instructions and training information. </span></span></span></span></span></span></span></span></li>\n</ul>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Skills and abilities:</span></span></span></b></span></span></span></p>\n\n<ul>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Demonstrated experience and knowledge with various productivity tools such as MS-Word, MS-Excel, Outlook, Visio, Adobe PDFs, etc</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Professional demeanor and ability to interact with charity towards students, staff and faculty.  Positive attitude a must</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Ability to explain technical issues to non-technical users</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Ability to prioritize and manage multiple support requests</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:10.5pt;\"><span style=\"line-height:normal;\"><span><span><span style=\"vertical-align:baseline;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Adaptable with the ability to work in a team environment</span></span></span></span></span></span></span></span></li>\n\t<li><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Ability to work independently and use sound judgment when making decisions</span></span></span></li>\n</ul>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:14pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Physical Demands and Work Environment </span></span></span></b></span></span></span></p>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.</span></span></span></span></span></span></p>\n\n<ul style=\"margin-bottom:12px;\">\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:10.5pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#373545;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Sitting and/or standing for long periods of time</span></span></span></span></span></li>\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:10.5pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#373545;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Using a computer and phone, reaching, bending and moving between classrooms and offices</span></span></span></span></span></li>\n\t<li style=\"margin-left:8px;\"><span style=\"font-size:10.5pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#373545;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Ability to transport equipment pushing/pulling carts with equipment</span></span></span></span></span></li>\n\t<li style=\"margin-bottom:12px;margin-left:8px;\"><span style=\"font-size:10.5pt;\"><span style=\"font-family:Arial, sans-serif;\"><span style=\"color:#373545;\"><span style=\"font-size:11pt;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Ability to lift approximately 25 pounds</span></span></span></span></span></li>\n\t<li style=\"margin-bottom:12px;margin-left:8px;\"><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Use a ladder</span></span></span></li>\n</ul>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:14pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Application Instructions</span></span></span></b></span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Applicants must submit a completed online application and any additional documents requested by the search/interview committee. This may include resume, cover letter,  unofficial transcripts, etc.</span></span></span></p>\n\n<p><span style=\"font-size:10.5pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:Arial, sans-serif;\"><b><span style=\"font-size:14pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">About Walsh University</span></span></span></b></span></span></span></p>\n\n<p><span style=\"font-size:11pt;\"><span style=\"line-height:114%;\"><span style=\"font-family:'Century Gothic', sans-serif;\">Walsh University is seeking a dynamic, energetic, and passionate individual who is enthusiastic about contributing to a private, faithfully Catholic institution of higher learning and serving the common good. Walsh University promotes academic excellence, an engaged community, and a commitment to helping students discover their life purpose. Grounded in values of faith, excellence, integrity, service, and community, Walsh University is committed to principles of equal opportunity and is an equal opportunity employer. </span></span></span></p>",
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