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Functional Title: CHAPDesk Assistant Manager
Classification: Hourly position – Non-exempt
Division: Technological Advancement
Department: Technology
Reports To: Director of IT Operations

Primary Function: The CHAPDesk Assistant Manager provides prompt issue response and technical support to LCU students, faculty and staff. They also will be responsible for supervising the CHAPDesk student worker staff.

Essential Functions:   

The role of the Chap Desk is an important function in the overall IT service management structure. It is the first level of contact with Faculty, Staff and Students. The main functions of Chap Desk are incident control and communications. Chap Desk handles incoming calls, filters and categorizes events in order to decide appropriate actions and provides request fulfillment. The main function of Chap Desk is incident management, to return IT services to users as quickly as possible.

The CHAPDesk Assistant Manager provides highly available response to LCU Faculty, Staff and Students for IT issues. Provides troubleshooting support for the Chap Desk student workers and assistance to the IT Service Desk manager.

The CHAPDesk Assistant Manager is responsible for managing the lifecycle of incidents and must be able to provide metrics and Key Performance Indicators to the ChapDesk Manager.  The CHAPDesk Assistant Manager is also responsible for maintaining the day-to-day operations and reporting of the University Print/Copy functions.

Major Duties:

  • Respond to all input regarding unplanned service interruptions from customers and internal IT
  • Responding to all Service Requests from customers and internal IT
  • Logging, categorization and prioritization of Incidents and Service Requests
  • Providing initial Incident support
  • Triggering other necessary key processes with defined input (Escalation)
  • Incident resolution or recovery using prescribed methods
  • Incident closure after verification from users
  • Incident monitoring and interaction to other processes
  • Entering workarounds into the Known Error Data Base (KEDB) while triggering Problem Management
  • Making recommendations for Service Improvement Plans
  • Ensuring the Incident Management process is performed as designed
  • Following the organization's policies relating to employment
  • Participate in resource training and development as needed by the department
  • Limited other departmental duties as assigned

JOB QUALIFICATIONS:

Knowledge, Skills and Abilities Required:

  • Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse community.
  • Skilled in the use of a computer as a productivity tool
  • Possess working knowledge of email, Internet web browsing, and the Microsoft Productivity Suite
  • Must be customer service oriented
  • Must be courteous and polite
  • Good verbal, telephone, and written etiquette
  • Working knowledge and understanding of a broad range of desktop-based hardware and software and basic networking concepts.
  • Able to follow instructions and work without supervision
  • Must be reliable and possess good organizational skills
  • Ability to effectively work in a team environment
  • Effective and efficient troubleshooting and problem-solving skills
  • Ability to enter and access information from a computer.
  • Ability to operate general office equipment such as computers, copiers, fax, etc.
  • Ability to deal with problematic issues with institutional mission at heart
  • Ability to locate malfunctions in hardware and software or help communicate to others on support team.
  • Participate in Professional Growth Activities

Education and Experience:

Minimum of Bachelor’s degree or two (2) years’ experience and/or training; or equivalent combination of education and experience that is directly related to the specified duties and responsibilities gained through increasingly responsible positions within technology services.

Physical Requirements:

While performing the essential duties of this job, the employee will be required to do the following:

  • Must be ambulatory around campus and in buildings
  • Required to regularly sit and stand
  • Frequently use wrist, hands and/or fingers to make small repetitive movements such as typing, distributing mail and picking up small objects
  • Ability to talk frequently to convey detailed and/or important instructions or ideas accurately, loudly or quickly
  • Be able to hear average or normal conversations and receive verbal information
  • Required to lift packages and/or move heavy objects, 50+lbs. 

Employment is contingent on criminal background check.