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Careers at Drexel

Drexel University is an Equal Opportunity/Affirmative Action employer, welcomes individuals from diverse backgrounds and perspectives, and believes that an inclusive and respectful environment enriches the University community and the educational and employment experience of its members. The University prohibits discrimination against individuals on the basis of race, color, national origin, religion, sex, sexual orientation, disability, age, status as a veteran or special disabled veteran, gender identity or expression, genetic information, pregnancy, childbirth or related medical conditions and any other prohibited characteristic. Please visit our Policies page to view all University policies related to Human Resources and News and Announcements for workplace postings. Background investigations are required for all new hires as a condition of employment, after the job offer is made. Employment may not begin until the University accepts the results of the background investigation.

Help Desk Services Manager

Apply now Job no: 496524
Work type: Full-Time
Location: University City - Philadelphia, PA
Categories: Drexel University, College of Engineering

About Drexel

Drexel is one of Philadelphia's top 10 private employers, a comprehensive global research university and a major engine for economic development in the region. With over 24,000 students, Drexel is one of America's 15 largest private universities. Drexel has committed to being the nation’s most civically engaged university, with community partnerships integrated into every aspect of service and academics.

Job Summary

The Help Desk Services Manager oversees desktop support for faculty, staff, researchers, and students. Manages student employees to provide tier 1 services for laptop, desktop, and workstation support needs. Provides tier 2 services directly. Appropriately refers tier 3 issues to appropriate team members as needed. Provides timely and effective technical assistance for all Engineering computer systems, working directly with end users to resolve issues.

Essential Functions

  • Manages and coordinates setup of AV equipment in conference rooms for meetings, provides AV support as needed.
  • Provides advanced Windows, MacOS, and Linux integration and troubleshooting.
  • Manages warranty services and vendor service calls as needed.
  • Oversees tier 1 support, and performs level 2 support via phone, walk-in, and ticketing system, and appropriately refers issues to tier 3.
  • Oversees student workers to scale our team’s support bandwidth and capabilities.
  • Manages spare parts inventory and item check-in/check-out via asset tracking systems.
  • Perform additional duties as assigned by the Director of IT.

Required Qualifications

  • Three years of experience in the IT field
  • Acts collaboratively to provide timely and prompt turn around for users
  • Uses excellent judgment when problem solving
  • High degree of professionalism, initiative, integrity, urgency, and motivation
  • Seeks out new responsibilities, generates new ideas, and practices self-development
  • Clearly and effectively expresses ideas and thoughts (verbally and in writing)
  • Must be an active listener

Preferred Qualifications

  • Bachelor’s Degree
  • IT Certifications

Physical Demands

  • Typically sitting at a desk/table
  • Typically standing, walking

Location

University City

Additional Information

This position is classified as Exempt with a salary grade of J. For more information regarding Drexel’s Professional Staff salary structure, https://drexel.edu/hr/career/ducomp/salstructure/

Special Instructions to the Applicant

Please make sure you upload your CV/resume and cover letter when submitting your application.

Review of applicants will begin once a suitable candidate pool is identified.

Advertised: Eastern Daylight Time
Applications close: Eastern Daylight Time

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Drexel University, in compliance with the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act (Clery Act) publishes the Drexel University Security & Fire Safety Annual Report for current and prospective students and employees. This report contains important safety information and crime statistics for the previous three years. These statistics pertain to reported crimes that have occurred on campus, in certain non-campus buildings or properties that are owned or controlled by Drexel University, and on public property within, or immediately adjacent to and accessible from the campus.

Printed copies of this report are also available by calling the Public Safety Administrative Office, 215.895.1550.

Additional information about the services provided by the Drexel University Department of Public Safety can be obtained by visiting their website.

Position Type

Work type

Locations

Philadelphia

Categories

Division / College
Organization