IT Service Desk Operations Coordinator

About This Role:

The IT Service Desk Operations Coordinator will ensure seamless and efficient support operations within the IT Service Desk in support of Kansas State University. This role involves supervising and overseeing daily activities of the IT Service Desk support team, prioritizing and resolving technical issues, and managing service requests to ensure timely and effective resolution. The IT Service Desk Operations Coordinator works closely with various departments to develop and implement support strategies and communicate updates and changes effectively. By maintaining a proactive approach to monitoring system performance, identifying potential issues, and implementing preventive measures, the IT Service Desk Operations Coordinator plays a vital role in minimizing disruptions, optimizing resource allocation, and enhancing user satisfaction with IT services. Additionally, this role may involve documenting procedures, evaluating service levels, and recommending improvements to continually enhance the quality and efficiency of IT Service Desk support operations.

Why Join Us:

Kansas State University offers a comprehensive benefits package that includes health insurance, life insurance, retirement plans, paid time off - vacation, sick, and holidays. To see what benefits are available, please visit: https://www.k-state.edu/hcs/benefits

We Support Diversity and Inclusion:

Kansas State University embraces diversity and inclusion. The university actively seeks individuals who foster a collegial environment and cooperative interactions with coworkers, students, and others. The University is dedicated to promoting the Principles of Community.

Worksite Options:

This position is required to be performed on-site. Work is performed on employer premises or designated assignment location.

What You'll Need to Succeed:

Minimum Qualifications:

• Requires an associate degree and three years of relevant experience.

Preferred Qualifications:

• B.S. Degree or higher in an Information Technology related field or 3+ years of experience in an IT Service Desk or IT support capacity.
• Knowledge and use of Window-based applications. Incident Management tool experience. Example ServiceNow or TDX
• Experience in a higher education environment working with a team of technical staff and students.
• Experience with and 2 years supporting learning management system capabilities.
• Experience with and 2 years supporting multifactor authentication capabilities.
• Experience with and 2 years supporting student information systems.
• Knowledge base article creation and management.
• Working knowledge of general networking concepts.
• Ability to communicate technical concepts to individuals with varying levels of IT skills from programmers to end users in classrooms and lab environments.
• Proven track record of completing projects on time and the ability to balance multiple tasks and priorities effectively.
• Adaptive to changing learning environments and levels.
• Ability to learn new procedures, topics, hardware and software at a relatively quick rate.
• Ability to work with little or no direction, as necessary.
• Excellent customer service skills.
• Excellent verbal and written communication skills.
• Excellent troubleshooting skills are required, including the ability to think quickly in a high-pressure situation, the ability to quickly and clearly communicate verbally and non-verbally.
• Customer service orientation toward a diverse group of users who possess varying levels of technical skills. Note that some troubleshooting occurs under less-than-ideal situations or during intense situations.

Other Requirements:

• Applicants must be currently authorized to work in the United States at the time of employment.

How to Apply:

Please submit the following documents:

1. Cover letter
2. Current resume
3. Three references with complete contact information

Screening of Applications Begins:

Immediately and continues until position is filled.

Anticipated Hiring Pay Range:

$46,555-$60,000

Equal Employment Opportunity:

Kansas State University is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender, gender identity, age, national origin, disability or status as a protected veteran.

Background Screening Statement:

In connection with your application for employment, Kansas State University will procure a Background Screen on you as part of the process of considering your candidacy as an employee.