Position Title: Help Desk,Ld

Employee Classification: Help Desk,Ld

College/Division: Information Technology

Department: 450200-IT FINANCIAL OPERATIONS

Internal or External Search: Department Posting -open to regular employees within the department only (promotion/transfer opportunity)

Location: Las Cruces

Offsite Location (if applicable):

Target Hourly/Salary Rate:  To commensurate with qualifications.

Appointment Full-time Equivalency:  1.0

Exempt or Non-Exempt:  Exempt

Summary:  We are seeking a Help Desk Supervisor to oversee daily technical support operations and ensure exceptional service to the university community. This role involves scheduling and managing student technical assistants, administering email list server accounts and web domain registry services, resetting system passwords, and creating myNMSU accounts. The supervisor will also lead knowledge management efforts, maintain the support knowledge base, and contribute to assigned projects while upholding high standards of customer service through follow-ups and feedback surveys.

Classification Summary:
Under minimal supervision, plans, conducts, and supervises day to day tasks and responsibilities of the Help Desk Support team. Oversees the user support, complex problem analysis and resolution, complex technical assistance, and training for information systems. Review progress and evaluates results.

Classification Standard Duties:
Supervise the day-to-day operation of the help desk providing general technical support communication with university community. Schedule student employees (computer technical assistants). Co-administer accounts on the university implementation of e-mail list server software. Reset university system passwords. Co-administer web domain registry service for ICT. Create myNMSU accounts. Perform other duties as assigned, participate and assist in driving the knowledge management process and keep the knowledge base system current. Lead and participate in projects assigned by direct supervisor or director. Ensure excellent customer service using follow-up and survey techniques.

Required Education, Experience, Certification/License, Equivalency
Required Education:Bachelor's degree in a related field.; Required Experience:One (1) year of related work experience required.; Equivalency:Any equivalent combination of education, training and/or experience as approved by Human Resource Services.; Required Certification/License:

Knowledge, Skills and Abilities
KNOWLEDGE:Knowledge and understanding of principles, procedures, regulations, and standards applicable to the job. Understanding of the University's mission, vision and goals.; SKILLS:Working with staff and strong interpersonal skills. Experience with incident tracking software.; ABILITIES:Develop and maintain effective working relationships; maintain accurate and orderly records; use independent judgment and initiative; organize and direct activities.

Job Duties and Responsibilities
Responsible for importing various data into the Pinnacle Communications Management Suite (CMS), including IT service charges, software charges, and call detail usage charges. Manage account numbers and codes, perform account number rollover management, and validate account changes. The role involves analyzing and managing chargeback activities, setting up billing settings, creating charge codes, and producing billing financial reports. Additionally, the coordinator creates, and edits service types, manages service orders, and handles E911 management. They also maintain subscriber status, update employee status changes, manage account allocations for expenses, and edit and assign charges. This comprehensive role ensures accurate financial management and compliance within the organization.

Preferred Qualifications

ITIL Preferred, On Site Position

Special Requirements of the Position

Department Contact:  Jasmine Gomez, 575-646-3685, jgomez12@nmsu.edu

Contingent Upon Funding: Contingent upon funding

Bargaining Unit Eligibility: This is NOT a bargaining unit position with American Federation of State, County & Municipal Employees (AFSCME).

Standard Work Schedule: Standard (M-F, 8-5)

If Not a Standard Work Schedule: 

Working Conditions and Physical Effort

Environment: Work is normally performed in a typical interior/office work environment.

Physical Effort: No or very limited physical effort required.

Lifting Requirements: Requires handling of average-weight objects up to 10 pounds or some standing or walking.

Risk: No or very limited exposure to physical risk.