Help Desk Technical Lead - Rice University

Position Summary

The Help Desk Technical Team Lead, as part of the Office of Information Technology (OIT) Campus Services team, provides expert level support activities, instruction, and advice regarding all aspects of desktop client/server computing resources. The position develops and applies subject matter knowledge to solve common and complex issues within established guidelines and recommends solutions where appropriate. Position is on campus, with a hybrid remote work schedule.

Essential Functions

• Leads activities of desktop support and help desk staff to diagnose and resolve client problems; guides computing support staff on the diagnosis of potential problems and resolutions
• Leads projects requiring technical expertise and creativity in analysis and deployment of technology
• Leads and provides first, second and third level help desk and technical support on Desktop Computing software, hardware, peripherals, and networking systems for faculty, staff, students, and campus visitors in the Student Help Desk and campus divisions, using remote support, phone, email, and on-campus support
• Takes escalated issues and resolves or refers to specialized expert as needed
• Performs metrics trend analysis and reporting; guiding resultant process improvement
• Provides technical guidance and training to other support personnel
• Performs all other duties as assigned

Additional Functions / Information

• Provides input on process improvements and contributes to the technology roadmap for the strategic plan
• Promotes computer literacy among departmental clients and team members
• Keeps clients and team members informed about new computing software, hardware, and information resources
• Provides one-on-one, small group, or classroom instruction for faculty and staff with a departmental focus on materials
• Works with team members and clients to develop long and short-term plans for the acquisition, maintenance, and operation of hardware, software, and network components within the assigned department
• Performs departmental technology needs analysis, documenting and recommending improvements to increase departmental efficiency
• Performs hardware and software installations and upgrades
• Coordinates the implementation of problem resolutions, wiring changes, and expansion plans
• Maintain software and hardware inventory information using established IT toolset(s)

Experience and Education Requirements

• Bachelor's Degree
• 4 years of related experience as part of an IT Help Desk or Desktop support team, including 5 years of related experience providing support and consultation in a computing environment for all aspects of Endpoint Devices and Computing related systems; including Macintosh and Windows platforms (OS, Applications, hardware, etc.)

Substitutions

• In lieu of the experience requirement, additional related education, above and beyond what is required, on an equivalent year for year basis may be substituted
• In lieu of the education requirement, additional related experience, above and beyond what is required, on an equivalent year for year basis may be substituted

Skills Required

• Demonstrated proficiency and comprehensive knowledge of desktop support to integrate fundamental elements from other specialties into work assignments, knowledge of principles, practices, and procedures
• High proficiency in knowledge of various software and hardware and how they are configured and interface with each other
• Solid understanding of analytical, technical, and administrative processes and procedures related to desktop support
• Ability to collaborate, consult, and escalate ideas/issues to management
• Excellent analytical, problem-solving, collaborative, creative, research, and verbal and written communication skills
• Proven ability to train end-users

Preferences

• Experience in an academic or research environment
• Skills
  • Formal training in Microsoft, Linux, Windows, and/or networking technologies
  • Ability to apply ITIL/ITSM concepts to requests and incidents
  • Ability to effectively communicate technical concepts to technical and non-technical personnel
  • Knowledge of IT security protocols and processes
  • Ability to use remote support tools for troubleshooting and monitoring
  • Ability to use a ticketing system to prioritize support work tasks (request triage)
  • Ability to provide/conduct one-on-one sessions, distance training, and how-to sessions to support systems and applications functions

Working Conditions

• The ability to travel on-campus to support users in various university buildings
• Frequently sitting, using a telephone, grasping lightly/fine manipulation, bending, lifting, standing, and carrying equipment
• Occasionally lift/carry/push/pull objects that weigh 21-40 pounds
• Position is on campus, with a hybrid remote work schedule
• Carry mobile phone device
• Availability for on-call rotations

Rice University is an Equal Opportunity Employer with commitment to diversity at all levels, and considers for employment qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national or ethnic origin, genetic information, disability or protected veteran status.

Current Rice University COVID policies, which include vaccination, face mask, testing, gatherings, occupancy limits, and travel policies can be found here: https://coronavirus.rice.edu/policies