Position Classification Title: Help Desk,Ld
Position Classification Code: M1076
Job Family: Administrative/Clerical
Pay Level: 08
Exempt Status: Exempt
This description is intended to describe the general nature of the work being performed. It is not intended to be a complete list of specific duties of any particular position. Duties, responsibilities and bargaining unit eligibility may vary based on the specific tasks assigned to the position.
Purpose of Classification:
Under minimal supervision, plans, conducts, and supervises day to day tasks and responsibilities of the Help Desk Support team. Oversees the user support, complex problem analysis and resolution, complex technical assistance, and training for information systems. Review progress and evaluates results.
Standard Duties:
Supervise the day-to-day operation of the help desk providing general technical support communication with university community. Schedule student employees (computer technical assistants). Co-administer accounts on the university implementation of e-mail list server software. Reset university system passwords. Co-administer web domain registry service for ICT. Create myNMSU accounts. Perform other duties as assigned, participate and assist in driving the knowledge management process and keep the knowledge base system current. Lead and participate in projects assigned by direct supervisor or director. Ensure excellent customer service using follow-up and survey techniques.
Knowledge, Skills and Abilities:
Knowledge and understanding of principles, procedures, regulations, and standards applicable to the job. Understanding of the University's mission, vision and goals.
Working with staff and strong interpersonal skills. Experience with incident tracking software.
Develop and maintain effective working relationships; maintain accurate and orderly records; use independent judgment and initiative; organize and direct activities.
Minimum Qualifications:
   Education- Bachelor's degree in a related field.
   Experience- One (1) year of related work experience required.
   Equivalency- Any equivalent combination of education, training and/or experience as approved by Human Resource Services.
   Departmental Requirements-
   Special Requirements-