Job description
PLNU is a Christian liberal arts university in the evangelical, Wesleyan tradition, offering quality undergraduate, graduate and professional programs. We provide higher education in a vibrant Christian environment where minds are engaged and challenged, character is modeled and formed, and service is an expression of faith. PLNU is an institution that is committed to reflecting the rich diversity of God’s kingdom. We therefore encourage applications from culturally diverse candidates.
Benefits:
We are pleased to offer attractive benefits and resources. This includes benefits such as health, dental, tuition benefits for employees and dependents, competitive retirement matching, vacation and sick time, and 15 paid holidays per year. In addition, we have many opportunities to engage with our community including staff chapel and a robust wellness program.
Job Summary:
This position oversees the day-to-day operation of the IT Help Desk and associated service requests, supervision of the Help Desk staff, administration of the Information Technology Service Management (ITSM) platform, and coordinates and monitors the activities of the Help Desk to ensure a high level of customer satisfaction is achieved.
This position provides consistent, dependable, and professional in-person support.
Interviews begin in late January / early February.
Salary:
Pay Rate: $25.00 - $26.80 per hour
Job Status:
Full time
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Job Description:
Responsibilities
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Monitor Help Desk activities to ensure prompt and accurate service is provided to customers and meeting defined service level agreements.
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Supervision, hiring, training, and coaching of Help Desk employees.
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Oversight and administration of Help Desk processes and the Information Technology Service Management, including reporting, dashboards, creation of workflows, service catalog, knowledge-base, and associated functions.
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Identify, enact, and enforce procedural improvements for Help Desk operations.
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Collaborate with other IT teams to ensure the effective escalation of incidents by developing standard operating procedures and operational-level agreements.
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Gather and analyze performance-related data and service metrics and report on these items to IT leadership.
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Other administrative duties as assigned related to lab scheduling, reporting, and day-to-day maintenance.
Qualifications
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2+ years of operational experience overseeing a technical service desk or equivalent customer service-oriented support desired.
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Knowledge of call center operations, procedures, and best practices.
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Experience supporting some of the following: Google Workspace, Office 365, Microsoft Windows, macOS, and standard desktop applications.
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Commitment to maintaining an environment conducive to team building and cross-team collaboration.
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Evidence of Christian commitment and active church involvement. In addition, staff agree to live in agreement with PLNU’sCommunity Life Covenant.
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Job offer is contingent on a clear background check.
Physical Requirements
The work is primarily sedentary and may require sitting for extended periods of time. Use of computer equipment: computer keyboard, mouse, and monitor. Vision to read documents, e-mail and other correspondence, and reports on paper and computer monitor. Hearing and speaking to communicate effectively with others in person and by phone. Will also stand, stoop, push, pull, and lift up to 10 lbs throughout the day.
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At PLNU, we believe in pursuing calling together. Deep and meaningful relationships between students, faculty, and staff is vital in nurturing our shared community and expressing God’s love. We are looking for enthusiastic candidates to join us in empowering our students to reach their greatest personal, spiritual and professional potential.
Point Loma Nazarene University does not discriminate on the basis of race, color, national origin, sex, age, disability or status as a veteran in any of its policies, practices or procedures.
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