Benefits

Brigham Young University offers excellent benefits! For this job, you’ll accrue 22 vacation and 12 sick days per year along with 13 paid holidays. You’ll also have access to the following:

• 401k matching plan
• No-cost participation in a retirement savings program
• Tuition benefits for you and your family
• Excellent medical/dental benefits
• Short/long term disability benefits
• Paid parental and maternity leave
• Wellness program
• On-campus parking
• Free UTA passes for you and your dependents
• Discounts at the BYU Store and on the many events at BYU
• … And much, much more

Job Summary

Oversee and prioritize technology related incidents for the employees of Continuing Education (CE). Supervise the Computer Operations Help Desk staff in providing resolutions ensuring technical needs are met. Deploy and maintain computers. Administer and audit access to secure systems. Consult and train with departments on processes and use of technology.

Essential Functions

• Monitor and assist student help desk employees as needed and provide Level 2 support for requests.
• Oversee and assist student employees with incident resolution, inventory management, allocation, imaging, system configuration, and any assigned special projects including equipment pool management, equipment preparation and setup for special conferences (such as Education Week) and assure equipment availability to meet all needs.
• Software support and instruction as required (e.g., Microsoft Office, Adobe suite).
• Manage user access rights to computer systems.
• Delegate tasks, manage task priorities, and escalate incidents with BYU Office of Information Technology (OIT).

• Evaluate customer computer needs and provide specifications for desktop and laptop computer systems.
• Submit purchase requests.
• Create and implement desktop computer system images.
• Prepare and deploy customer computers, printers, etc.

• Work with end users to determine training needs to use division resources more effectively.
• Provide internal training or arrange for external training as deemed appropriate.
• Maintain documentation of processes and knowledgebase repository and make these solutions available for division use.

Education/Experience

Minimum education/experience required:

• 2 years of experience in Information systems, computer science, or related field.

Preferred:

• Bachelor’s degree in information systems, computer science, or related field OR 4 years of equivalent professional experience.

Skills, abilities, knowledge, licenses, certifications:

• Demonstrated experience and knowledge in supervising a computer Help Desk operation, establishing priorities, and resolving conflicts.
• Strong time-management skills.
• Strong conceptual and analytical abilities for problem resolution.
• Excellent interpersonal, customer service, and communication skills.
• Proficiency with Microsoft Active Directory, Windows, MacOS, tablet computers, common printers, and networking protocols.
• Understanding of computer hardware and the ability to diagnose, troubleshoot and resolve various problems.
• Familiarity with the setup and operation of general-purpose productivity software, e.g., MS Office.
• Resolve issues which end users may have with office automation software or accessing network resources.

Must have regular and consistent attendance at scheduled shift.

Employee Class: Staff (Full-Time)
Work Location: Provo Campus

Environment: Periodic exposure to unfavorable conditions. Need to be in variable temperatures or wet environments, etc.

Physical Exam Required: Yes

Physical Exam Details: Lift computers, printers, and boxes of paper up to 50 lbs. 20 minutes 3 times per week None Computer room: Cold environment; significant background noise 10 minutes 1 time per week None Transport computer equipment outdoors between buildings 10 minutes 1 time per week None Use liquid computer screen cleaners, handle batteries, etc. 10 minutes 1 time per month None

Desired Start Date: As soon as possible
Job Close Date: 05/22/2023

Pay Level: 52
Approximate Starting Salary: $59,100 to $77,000 (DOQ)

Documents Required at time of Application:
Required: Resume
Optional: Cover Letter, Letter of Recommendation 1

Members of The Church of Jesus Christ of Latter-day Saints must hold and be worthy to hold a current temple recommend.

Brigham Young University is an equal opportunity employer, including disability and protected veteran status.