Biblical Principles and Expectations: All employees proclaim the Gospel of Jesus Christ through their employment, and thereby further Malone’s mission to provide students with an education based on biblical faith in order to develop men and women in intellectual maturity, wisdom, and Christian faith who are committed to serving the Church, community, and world.

III. JOB SUMMARY

This position is responsible for overseeing technology support at the IT Help Desk which includes level 0 (self-help) and level 1 (initial contact) support, assisting clients directly, training Help Desk staff, maintaining procedures, and advocating for users within the department.

V. KNOWLEDGE, SKILLS AND ABILITIES

• Requires proficiency in Microsoft and Mac operating systems, Microsoft Office, and Google Suite
• Troubleshooting abilities
• Multitasking skills
• Ability to teach and supervise effectively
• Professionalism
• Confidentiality
• Strong communication skills
• Good understanding of computer systems, mobile devices and other tech products
• Customer-oriented and cool-tempered
• Strong ability to work effectively with various levels of an organization
• Ability to multi-task
• Strong listening skills to fully understand what an end user’s needs and/or requests are

VI. EDUCATION AND EXPERIENCE

• Bachelor’s degree in a computer-related field preferred
• 1-2 years of IT experience

• Manages IT Help Desk operations
• Ensures efficient customer support and communication
• Develops and updates support processes, trains and supervises student workers, and coordinates IT-related communication.
• Implements and oversees performance metrics, and training programs
• Maintains IT knowledge resources
• Manages the help desk ticketing system, user accounts, and technology orientations
• Oversees telecommunications setups
• Maintains documentation
• Assists with level 2 technical support
• Generates reports
• Other duties as assigned