Trinity Christian College seeks a full-time Technology Support Manager. The Technology Support Manager is responsible for leading our help desk team to provide excellent customer service and technology support for all students, staff, and faculty of the College. This position will ensure that all service requests will be addressed promptly with skill, professionalism, and a high level of customer service.

The essential duties and responsibilities of this position include but are not limited to the following:

• Ensure that all technology service requests are addressed promptly and correctly. This includes:

o Reviewing phone calls to IT help desk support line
o Supporting in-person walk-ups to the help desk
o Monitoring email or online service ticket submissions

• Support classroom technology solutions
• Manage and oversee IT help desk ticketing platform (Jira Service Desk)

o Gather end user information
o Research, diagnose, and troubleshoot the problem
o Document the problem and resolution
o Escalate support tickets to appropriate team members when appropriate

• Install and configure software for users
• Manage and train a team of student technicians
• Update and maintain equipment inventory via asset tracking software
• Provide system and software training to users upon request
• Create training and self-guided instructional materials for employees
• Provide regular edits and updates when necessary to the department intranet website (Wordpress)
• Establish and maintain a reputation for excellence in customer service and support

A Bachelor’s degree in Computer Science, Information Systems or related field is required plus 2 years of experience working with technology or a help desk environment.

Other qualifications include:

• Technical Skills

• Hardware and software installation and troubleshooting
• Proficient with most recent versions of Microsoft Windows and Mac OS
• Proficient with Microsoft Office 365
• Experience with Microsoft Active Directory a plus
• Experience with WordPress a plus
• Experience with Jira Service Desk a plus

• Personal Skills

• Highly organized and detail oriented
• Passion for customer support and service
• Strong interpersonal skills
• Comfortable teaching and training others
• Self-motivated problem solver
• High level of patience when providing support

• Physical Demands

• Able to lift and carry up to 50 pounds
• Able to climb ladders and steps
• Able to access and briefly work in dark or confined spaces such as closets, in ceilings, or under desks
• Able to legally operate a motor vehicle independently

Trinity Christian College seeks candidates that have a personal faith and commitment to Jesus Christ, and a sincere allegiance to the mission of the college.

Applicants should be prepared to upload the following during the online application process:

1. A brief cover letter
2. Professional resume
3. A written statement that describes his/her Christian faith commitment and how it is expressed through involvement with the body of Christ and participation in a local church

Trinity welcomes a response from diverse candidates. EOE