About This Role:

The Help Desk Coordinator offers the opportunity to work with a seasoned team of IT professionals and approximately 10 student staff while serving a wide variety of clients.  The Housing and Dining Services (HDS) IT Team serves a large, diverse department that provides high quality services to strengthen the student experience at Kansas State University. The Help Desk staff strive to provide a positive technology experience and assists users with network registration, connection issues, computer virus removal, general technical suppor, mobile devices, printers, and gaming devices. This full-time position reports to the Assistant Director, Information Technology.

Duties and responsibilities include:

• Coordinates a team of 10 student staff to provide first-tier level support to residents, Housing and Dining Services staff. Includes coordinating the day-to-day operations of a multiple location IT Help Desk environment.
• Interfaces with multiple levels of end users.  Participates in developing procedures and prepares documentation for help desk staff use.  Monitors quality of services and customer satisfaction, ensuring that business objectives are achieved.
• Actively participates in the management of services to end users.  Confers with primary users to determine detailed requirements and project needs.  Communicates regularly with supervisor to report project status, establish priorities, and evaluate new or unusual developments.
• Support end user connectivity to 100/1000 Base-T and 802.11 wireless network services via the campus Ethernet network.  Consult with administrative system users, network systems analysts, directory services administrations, Unit IT managers on campus and third-party vendors (tier 3) to resolve system compatibility and operational problems.
• Manage and maintain Microsoft Endpoint Management service to deliver endpoint management and software delivery through imaging of staff laptops and PCs. Provides innovative suggestions for improvement, maintains existing security measures and works as part of a team to implement new or updated security measures based on State of Kansas, K-State’s SIRT, third-party vendor and industry standard recommendations.

Housing and Dining Services is a large, self-operated auxiliary department serving more than 4,000 students that call the K-State campus home.  This "home away from home" meets more than the basic needs of students living with us — we provide affordable, safe and engaging accommodations for our residents, while finding unique ways to support them in their academic pursuits.

Why Join Us:

Kansas State University offers a comprehensive benefits package that includes health insurance, life insurance, tuition assistance, 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:

The service nature of this position requires work on-site.  Work is performed on employer premises or designated assignment location.

What You’ll Need to Succeed:

Minimum Qualifications:  Requires a high school diploma and two years of relevant experience.

Preferred Qualifications: 

• Three years of experience as a coordinator in an Information Technology support environment
• Technical or bachelor's degree in related field
• Technical writing/user documentation experience
• Previous supervisory or team lead experience in a call center or customer service-related function
• Experience configuring and delivering applications, OS images, and patches via Microsoft Endpoint Manager/SCCM
• Experience in supporting Windows OS, Mac OSX and Linux
• Experience troubleshooting Client/Server applications and Ethernet/Internet connectivity
• Experience in the installation and configuration of operating systems, software applications and network clients
• Experience in building relationships with end-users, software developers, and IT support teams
• Excellent interpersonal and communication skills, both written and oral
• Ability to multi-task and meet critical deadlines while maintaining composure in a fast-paced environment
• Demonstrated success in solving problems over the phone or in person in a calm, professional manner

Other Requirements:

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

How to Apply:

Please submit current resume, letter of interest and the online application.

Screening of Applications Begins:

Screening begins immediately and continues until position is filled.

Anticipated Hiring Pay Range:

$19.51 -$28.75 hourly

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.