End User Services Team Lead - Missouri Southern State University

General Statement of Job

The End User Services Team Lead supervises a team of technicians focused on End User device support and is responsible for assigning tasks and work orders, scheduling team members, and is considered the senior technical specialist on the team. Additional responsibilities include performing advanced troubleshooting and maintenance tasks for campus devices and peripherals.

Specific Duties and Responsibilities

Essential Duties:

• Schedules student technicians in a manner consistent with their class schedules and the department needs.
• Assigns tasks and work orders to team members based on priority and business needs.
• Provides leadership, development, and mentoring of team members through examples and timely feedback.
• Installs, modifies, and makes repairs to campus device hardware and software systems.
• Provides technical assistance to team members and users.
• Provides training, assistance and makes recommendations to coworkers concerning various tasks and areas of expertise.
• Installs or assists service personnel in installation of hardware and peripheral components such as monitors, keyboards, printers, scanners, internal cards (such as network or video cards).
• Installs or assists service personnel in installation of classroom video projectors.
• Loads specified software packages such as operating systems, word processing, or spreadsheet programs into the devices.
• Responds to client inquiries concerning systems operation, diagnoses and corrects system hardware, software and user problems.

• Recommends and/or performs minor and/or major remedial actions to correct problems - these actions may include the repair or replacement of components, entire systems, or the re-installation of software.

• Provides and protects confidential information to verified customers
• Troubleshoots network connectivity issues for LAN and wireless connections.
• Provides updates, status, and completion information to the Chief Information Officer, Manager of End User Services, and/or other leaders within the department.
• Maintains an orderly work area and is readily accessible to others in the department.
• Maintains an accurate workflow for services provided and requested.
• Performs other related duties as required.

Education, Experience, and Licenses

Two plus years of related experience and/or training; or an equivalent combination of education and experience.

Valid Driver's License and the ability to meet insurance requirements for driving university provided vehicles.

Knowledge, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
• Ability to write reports, business correspondence, and procedure manuals.
• Ability to effectively present information and respond to questions from groups of faculty, staff, students, and members of the general public.
• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to convey instructions and guide others on processes for performing tasks.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
• Ability to effectively communicate orally (in person and by telephone) and in writing.
• Ability to multi-task, yet maintain close attention to detail and timeliness of work production.
• Ability to work in a positive team-oriented manner with a variety of people (students, faculty, staff, administrators, vendors, and members of the general public).
• Requires the ability to be accountable for inventory/property management.
• Requires the ability to make recommendations that impact the budget.
• Requires the ability to use small office equipment, including copy machines or multi-line telephone systems.
• Requires the ability to use computers for data entry.
• Requires the ability to use computers for word processing and/or accounting purposes.
• Requires the ability to use or repair small/light equipment, such as power tools.
• Requires the ability to repair, develop, or install computer hardware or network systems.
• Requires the ability to repair, develop, or install complex software or management information systems.

Physical Demands/Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel (including the use of a computer keyboard); and talk or hear (including the use of a telephone). The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts; high, precarious places; fumes or airborne particles; extreme heat; risk of electrical shock; and vibration. The noise level in the work environment is usually moderate.

NOTICE: The above job profile does not include all essential and nonessential duties of this job. All employees with disabilities are encouraged to contact Human Resources to review and discuss the essential and nonessential functions of the job. An employee with a disability can evaluate the job in greater detail to determine if she/he can safely perform the essential function of this job with or without reasonable accommodation.