Help desk supervisor 1, digital technology solutions

Current UC employees must apply internally via SuccessFactors

Next Lives at the University of Cincinnati Founded in 1819, the University of Cincinnati ranks among the nation’s best urban public research universities. Home to more than 53,600 students, 12,000 faculty and staff, and over 360,000 living alumni, UC, a Carnegie 1 institution, combines research prowess with a physical setting The New York Times has called “the most ambitious campus design program in the country." UC's momentum has never been stronger as the anchor of the Cincinnati Innovation District, the oldest cooperative education (co-op) program in the country with students earning $94 million annually through paid experiences, an academic health system, and as a member of the Big 12 Conference. The university contributes $10.6 billion in economic impact to the city and $22.7 billion to the state of Ohio. At UC, next is all of us. Learn more at uc.edu.

UC is a mission-driven organization where we are committed to student success and positively transforming the community through scholarship and service. We thrive on innovation, making an impact, and fostering an environment where staff and faculty are key contributors to UC’s success.

Job Overview

Serve as sole or lead Help Desk support on regional campuses or divisions with responsibility for independently developing and maintaining their own integrated, varied and complex information technology systems.

Essential Functions

• Manage and coordinate support technicians.
• Provide Tier 1 & Tier 2 support for all technology areas, including but not limited to classroom and office technologies, such as PC’s, Apple products, A/V equipment, hardware, software, printing/imaging, email, network connectivity and UC systems.
• Document, track and monitor problems to ensure resolution in a timely manner.
• Coordinate problem resolution for Tier 3 support calls with full-time staff.
• Perform routine support call follow-ups to ensure customer satisfaction levels are maintained.
• Establish and update expected service levels to ensure appropriate response times; escalate as necessary.
• May provide oversight of the incident ticketing system for the regional campus or division.
• Hire, manage and train student support technicians.
• Oversee communication and marketing of the campus/division Support Desk.
• Maintain and update web content.
• Manage campus/division email services, e.g., email groups, aliases, etc.
• Manage and coordinate Media Services equipment check in/out and delivery.
• Coordinate and communicate with UC@IT Support Desk.
• May assist with other Technology Services and college/division administrative duties as required.
• Perform related duties based on departmental need.

This job description can be changed at any time.

Required Education

Associate's Degree Four (4) years of relevant education, experience and/or other specialized training can fulfill minimum education and experience requirements.

Required Experience

Two (2) years of basic to intermediate level computer hardware related experience.

Physical Requirements/Work Environment

Office environment/no specific unusual physical or environmental demands.

Compensation and Benefits

UC offers an exceptional benefits package designed to support your well-being, financial security, and work-life balance. (UC Benefits) Eligibility may vary by position and FTE status. Highlights include:

Salary/Hourly Pay Rate Information:

• Comprehensive Tuition Remission UC provides tuition remission for you and your eligible dependents, covering tuition costs for nearly all undergraduate and graduate programs offered by the university.
• Robust Retirement Plans As a UC employee, you won’t contribute to Social Security (except Medicare). Instead, you’ll choose between state pension plans (OPERS, STRS) or an Alternative Retirement Plan (ARP), with UC contributing 14–18% of your salary based on position.
• Real Work-Life Balance UC prioritizes work-life balance with a generous time-off policy, including: Vacation and sick time 11 paid holidays and additional end-of-year paid time off (Winter Season Days) 6 weeks of paid parental leave for new parents.

Additional Benefits Include:

• Competitive salary based on experience.
• Comprehensive health coverage (medical, dental, vision, prescription).
• Flexible spending accounts & wellness programs.
• Professional development & mentorship opportunities.

To learn more about why UC is a great place to work, please visit our Careers Page. UC is an E-Verify employer. If hired into this position, you will be required to provide satisfactory proof of employment eligibility by providing acceptable, original forms of identification for employment verification via the Federal I-9 employment verification process. Click here for a list of acceptable documents.

Important: To apply you must create a profile and submit a complete job application through the UC applicant portal. We are unable to consider “easy apply” applications submitted via other websites. For questions about the UC recruiting process or to request accommodations with the application, please contact UC HR at jobs@uc.edu.

Equal Opportunity Employer. Building a workplace where all qualified applicants will receive consideration for employment, including Individuals with Disabilities and Protected Veterans.

REQ: 104051