The Help Desk Supervisor provides focus, direction, organization, and support for Help Desk and Zone activities, including monitoring student employee assignments, training, and performance; ensuring contact points are covered in an optimal manner; distributing requests, and managing priority calls and events. The Help Desk Supervisor is the first contact for all student positions.

The Office of Information Technology’s Walk-in Help Desks and Classroom Support Team are where Boise State University students, faculty and staff can get help for operational, software, and hardware questions and issues.

Provides immediate supervision to a unit or group of operational or technical employees. Sets and delegates day-to-day tasks to achieve operational objectives. A portion of time may be spent performing individual tasks related to the unit; however, supervisory activities must constitute a primary part of the job. Supervises unit operations to ensure compliance with departmental or campus policies, procedures and defined internal controls. Problems typically involve a single area, process or constituent group. Ensures accountability and stewardship of campus resources (operational, financial and human) in compliance with departmental standards and procedures.

• Supervise coverage schedule of zone tech, classroom, and service desk support allowing for exceptions of special requests, vacations, and classes.
• Manage two public locations for informational, technical and classroom support, inventory, maintenance, and supervision of checkout equipment for the campus community.
• Ensure equipment is available for campus use. Collaborate with AV team to resolve equipment issues.
• Provide technology demonstrations and presentations to groups.
• Prioritize event requests and coordinate AV needs.
• Schedule service desk and tech staff for events and coordinate among teams.
• Perform other duties as assigned.

• Experience making decisions in a fast paced, dynamic work environment.
• Experience in technical support specialist skills including installing, configuring, networking, and troubleshooting desktop operating systems and Microsoft Office applications.
• Excellent communication skills, which allow for troubleshooting and problem solving via oral and written communication.
• Experience with enterprise information technology support, such as remote control, imaging and remote application deployment and patch management.
• Knowledge of all supported versions of Microsoft Windows, macOS, Microsoft Office, standard OEM PC and Apple hardware, and standard printers.
• Ability to make decisions about scheduling, coverage, and call distribution to maximize efficiency and productivity of User Services within the department and across the University.

Bachelor’s degree or equivalent education and work experience with a minimum of 1 year call center. Standard driver’s license to drive department vehicle when required.

Please submit a Cover Letter, Resume, and contact information for three professional references.

Nestled along the Boise River and steps from the state capitol, Boise State University fosters a vibrant and welcoming academic environment that fuels student and employee success. We’re a trailblazing institution, nationally recognized for our innovative spirit and commitment to positive impact on Idaho and beyond.

Boise State is proud to be recognized by Forbes as the only Idaho employer listed in the top 100 of all national midsize and large employers. We’re building a thriving community of faculty and staff whose unique skills, experiences, and perspectives come together to create a rich and rewarding academic experience. Applications from all backgrounds are welcomed.

Learn more about Boise State and living in Idaho’s Treasure Valley at https://www.boisestate.edu/about/