Phone Support Lead, Help Center

Apply now Job no: 494992
Work type: Staff Full-Time
Location: Denver, CO
Categories: Information Technology, Student Affairs / Services, Admin / Executive / Office Support

Information Technology (IT) supports the vision, values, mission, and goals of the University through providing IT infrastructure, systems, administrative applications, academic resources and related services to faculty, students and staff. Embracing DUs Impact 2025, the division partners with administrative and academic units to align strategic goals and operational plans, providing unified service in the spirit of One DU.

Position Summary

Reporting to the Manager of the Help Center, this position is the lead phone support specialist, responsible for answering technical questions through phone and email; troubleshooting and configuring on-campus network connectivity and off-campus access to campus resources; helping students, faculty, and staff with Microsoft Office applications, DU system and application support (email, passwords, etc.), and basic software and hardware troubleshooting. This includes over the phone, email and remote support at the Help Center during business, evening hours and/or weekends. Additionally, this position will communicate ongoing problems with co-workers and management and escalate hardware/software issues when needed. This position will also be a resource to Help Center drop-in and phone support staff by acting as the next level in the technical escalation path for account, hardware, and software issues.

Essential Functions

  • Supervision of hourly, non-benefitted employees which could include student hourly and work-study.
  • Promptly answers Help Center phone calls and web tickets/emails.
  • Provides assistance with DU systems/applications and basic software issues for the University community via phone support.
  • Ensures quality customer service and is a point of contact for escalated drop-in incidents and/or clients that require additional assistance.
  • Manages workflow of the call center and maintains staffing schedule and coverage for this area.
  • Audits phone and web tickets for quality assurance purposes.
  • Creates Office365 groups/teams as well as completes email name changes for the University community.
  • Creates internal documentation for better troubleshooting over the phone and for escalation purposes.
  • Monitors call volume and reports issues to Management.
  • Manages the Help Center voicemail (greetings, mailbox, etc.)
  • Reports problems; discuss needs and recommendations with managers on a regular basis.
  • Assists with drop-in traffic as needed as well as any lab issues that may arise.

Knowledge, Skills, and Abilities

  • Good organizational skills, punctuality, and dependability.
  • Must be able to communicate with diplomacy, tact, and judgment, both in person and on the telephone. Strong verbal and interpersonal communication skills.
  • Ability to gather and organize information for the purpose of identifying needs and possible solutions. Must be able to analyze, troubleshoot, organize work, set priorities and develop possible solutions for problems.
  • Ability to prioritize work requests, manage projects, and be able to concentrate and not be distracted while performing task.
  • Must be able to perform well under pressure and be able to change behavior in relation to others actions. Ability to adapt to changes quickly.
  • Demonstrate and update your understanding of Help Center policies and procedures.
  • Monitor ServiceNow web incidents for system issues and escalate as necessary. Promptly respond to client inquiries.
  • Ability to be a role model and represent the professional image of the University, the Information Technology, and the IT Help Center.
  • Be familiar with operational and technical resource phone contact numbers and effectively controls traffic flow and escalations.

Required Qualifications

  • High school diploma or GED.
  • Good communication, teamwork, and telephone skills.
  • Articulate and comfortable with customer duties and skills.
  • Previous call center or customer service experience.

Preferred Qualifications

  • Bachelor’s degree in Information Technology, Management Information Systems, or related field and five years of progressive information technology experience in workstation/client support or systems administration.
  • Five years of progressive information technology experience in workstation/client support or systems administration.
  • Any of the following certifications: Apple Certified Support Professional (ACSP) certification, Apple Certified Technical Coordinator (ACTC) certification, Apple Certified Macintosh Technician (ACMT) certification, Dell desktop and laptop hardware repair certifications.
  • Advanced knowledge of Microsoft Active Directory, Group Policy, Microsoft Exchange, LDAP authentication, and VMWare VM/VDI deployments.
  • Previous experience in a college or university setting.
  • Experience working in a fast paced, customer-focused environment.

Work Schedule
Monday - Friday, 8:00 a.m. - 4:30 p.m. Evenings and weekends as required.

Application Deadline
For best consideration, please submit your application materials by 4:00 p.m. (MST) May 24, 2022. Applications will continue to be reviewed until the position is filled.

Special Instructions
Candidates must apply online through to be considered. Only applications submitted online will be accepted.

Salary Grade Number:
The salary grade for the position is 9.

Salary Range:
The salary range for this position is $50,000-$58,000.

The University of Denver has provided a compensation range that represents its good faith estimate of what the University may pay for the position at the time of posting. The University may ultimately pay more or less than the posted compensation range. The salary offered to the selected candidate will be determined based on factors such as the qualifications of the selected candidate, departmental budget availability, internal salary equity considerations, and available market information, but not based on a candidate’s sex or any other protected status.

The University of Denver offers excellent benefits, including medical, dental, retirement, paid time off, tuition benefit and ECO pass. The University of Denver is a private institution that empowers students who want to make a difference. Learn more about the University of Denver.

Please include the following documents with your application:
1. Resume
2. Cover Letter

The University of Denver is an equal opportunity employer. The University of Denver prohibits discrimination on the basis of race, color, national origin, age (40 years and over in the employment context), religion, disability, sexual orientation, gender identity, gender expression, genetic information, marital status, veterans status, and any other class of individuals protected from discrimination under federal, state, or local law, regulation, or ordinance in any of the university's educational programs and activities, and in the employment (including application for employment) and admissions (including application for admission) context, as required by Title IX of the Education Amendments of 1972; Title III of the Americans with Disabilities Act of 1990, as amended in 2008; Section 504 of the Rehabilitation Act of 1973; Title VI and VII of the Civil Rights Act of 1964; the Age Discrimination Act of 1975; the Age Discrimination in Employment Act of 1967; and any other federal, state, and local laws, regulations, or ordinances that prohibit discrimination, harassment, and/or retaliation. For the university's complete Non-Discrimination Statement, please see non‑discrimination‑statement.

All offers of employment are contingent upon satisfactory completion of a criminal history background check.

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