POSITION TITLE: Supervisor, Technology Call Center

DEPARTMENT: Information Systems SITE: HEC

SALARY SCHEDULE: Technical GRADE: 2

BASIC FUNCTION:

Directs the operations and personnel providing College technical call center/helpdesk services to all College departments and SPJC students.

RESPONSIBILITIES:

• Supervises and oversees the College Help Desk call center operations in support of all College-wide computing systems, including student registration, computer-based curriculum systems, PeopleSoft Financials, PeopleSoft HR/Payroll, the college-wide network and other similar systems.
• Answers and monitors incoming calls to Technology Call Center specialists for the SPJC Help Desk and electronic mail system accounts and other selected technical systems.
• Provides Level-Two answer and resolution to problems and service requests based on technical knowledge and skills, and by researching similar problems, both in the Help Desk database, and through other sources.
• Facilitates the problems and requests, which cannot be solved via Level-Two contact, to Level-Three technical support, technical management and campus provosts’ offices.
• Establishes Help Desk work schedules for multiple shifts, seven days a week based upon user priority in conjunction with departments and technology based Academic programs.
• responsible for functionality and maintenance of call center databases and statistical reporting mechanisms.
• Maintains control of supplies, data files, and computer equipment in the technology call center area,
• Performs additional tasks to exceed user expectations and promote a pleasant and productive work environment.
• Performs related duties as required.

Associate’s degree. MCP Microsoft certified Professional) Certificate. Successful completion of substantial courses(s) of Microsoft Certified Windows NT training and/or an MCSE (Microsoft Certified Systems Engineer) certification is preferred.

EXPERIENCE REQUIREMENTS:

Three (3) years experience serving in a customer service role, including two (2) years experience supporting desktop computer systems using Window operating systems and other software applications, including MS Office Suite.

KNOWLEDGE/ABILITIES/SKILL REQUIREMENTS:

Customer service skills. Ability to distinguish between software, hardware and network related issues and problems. Knowledge of college technology systems. Must be able to work in fast paced environment and maintain pleasant and professional manner under pressure.

New: 7/00