Helpdesk Manager

This position is responsible for the management of the CS helpdesk including oversight of all aspects of the initial requests for technical support from campus constituents This position requires sound problem solving skills and excellent communication and interpersonal skills. This position develops and implements technical support processes and procedures, evaluates and recommends tools, and creates and publishes support materials and documentation. Technical troubleshooting, documentation, and collaboration with both the customer and the Computing Services staff are essential to this position. Specific Job Duties (Essential Functions and Responsibilities) Supervision and oversight of the helpdesk function for the Computing Services Department which includes: Hiring, scheduling, training, and supervising the Help Desk student workers. Coordinating all requests for technical support via email, phone call, ticket system, and face-to-face Resolving technical support requests directly when possible, with the goal of resolution on the first contact with the customer Ensuring tickets are created and appropriately prioritized and categorized in the Computing Services Helpdesk ticketing system Account management responsibilities which includes: Communication with customers regarding account ID management Determining and granting the proper security access to and ERP system in coordination with the appropriate Data Steward Monitoring our customer feedback surveys and responses for feedback Creating and updating existing "how-to" documentation, and provide training on systems and applications Engage in independent research and ongoing maintenance of technical knowledge Support the Library staff and work studies as they provide loaner laptops, Chromebooks, and hotspot checkout Assist with moves, adds, changes, voicemail pin resets, and voicemail-to-email setups on the campus VoIP system Promote the services of the CS Help Desk, through flyers, notices, signage, and emails Provides secondary support for ResNet, Level 1 and 2 technicians, interns, and for faculty and staff refresh Have a working knowledge of, and provide backup role for SCCM, PatchMyPc, and Jamf in support of campus PCs and Mac computers Other duties and functions as necessary in the overall management and oversight of the

Helpdesk Qualifications:

Bachelor's Degree required Minimum of 1 year professional work experience in an IT support-related field Demonstrated customer service skills Demonstrated written and oral communications skills Experience supervising and leading a team IT experience with common technologies such as Microsoft Windows, Microsoft Office, Google applications etc Apple Macintosh knowledge a plus Experience creating and administering surveys a plus To be considered for this role, candidates must be legally authorized to work in the United States. Please note that Adams State University is unable to provide sponsorship, transfer, or support for employment visas (such as

H-1B, TN

ect.) for this specific opening.

Location:

On-site in

Alamosa, CO Salary and Benefits:

The salary range for this position is $52,200-62,600. In addition to salary, Adams State University offers a competitive benefits program including medical, dental, vision, disability insurance, flexible spending accounts, life insurance, and retirement savings plans. For detailed benefits information please visit our Human Resources Benefits Page. How to

Apply:

All interested candidates must submit application materials electronically through Adams State University's Workday application portal. No other format of application material will be accepted.

Completed applications include the following:

Cover letter Resume Unofficial transcripts (official transcripts will be necessary at the time of appointment) Three professional references, including phone number and email for each For full consideration, applications should be received by 6/8/2026. Review of applications will begin immediately after this date. The position will remain open until filled. Applications received after the priority deadline may be reviewed at the discretion of the search committee. Questions about the position may be directed to Brittany Raines at braines@adams.edu Adams State University is committed to building and expanding the talent of its professional staff and actively seeks qualified applicants who bring unique perspectives, experiences, skills, and attributes that can augment the perspectives of our current faculty and staff and can contribute to serving and preparing our students to engage and thrive in their learning, leadership, and service. We strive to create a more representative workforce that mirrors the people who study, work, and lead our institution and welcome applications from candidates from all walks of life, especially members of communities who fall within state and federally protected classes such as: women, BIPOC, LGBTQ+ individuals, veterans, and people with disabilities. We value qualified candidates, with varied language skills, who have a record of successful experience with varied communities and student populations, and who have a deep understanding of and commitment to the unique geographical and historical characteristics of the place we are situated in and the intersecting perspectives that define our university being a low-income, first-generation, and Hispanic-serving, rural anchor university. Therefore, we seek individuals committed to intentionally supporting students and colleagues who possess these characteristics through their teaching, service, and scholarship. The successful candidate will join a campus that is dedicated to inclusive excellence and acknowledges Adams State's purpose to foster the educational goals of its students and the well-being of the surrounding community. Additional information about the university and the academic mission may be found at www.adams.edu/academics /

Disclosures:

In compliance with the Immigration Control Act of 1968 candidates for positions must provide proof of eligibility to work before an offer of employment can be made final. Adams State University is committed to providing a safe and secure environment for its students, faculty, staff and visitors, and to protecting its funds, property and other assets. Well-informed hiring decisions contribute to this effort. Therefore, Adams State University has adopted a policy on background screening for its prospective, continuing, and returning employees as well as students in certain circumstances. Offers of employment will be contingent upon the completion of an acceptable background check. The information received in response to a background check will be treated as confidential to the extent provided for by law. Title IX of the Education Amendments of 1972 and Part 106 of the Code of Federal Regulations (CFR) prohibits discrimination on the basis of sex, including in admission and employment. Inquiries about the application of Title IX and CFR 106 to Adams State University (ASU) may be directed to ASU's Office of Equal Opportunity, Director Ana Guevara, and/or to the Assistant Secretary for Civil Rights of the Department of Education. Support resources for sexual misconduct, ASU's sexual misconduct policies, contact information for the Adams State University's Office of Equal Opportunity & Title IX, as well as a detailed procedure for filing a grievance due to discrimination on the basis of sex may be found online at https://www.adams.edu/administration/oeo/reporting-sexual-harassment/ . These procedures also describe the University's response to reports and/or complaints of sex discrimination or sexual harassment. Adams State University is an Equal Opportunity/Affirmative Action employer. Applications are sought from all qualified persons regardless of race, color, sex, disability, and, as covered by law, veteran status. In addition, University policies prohibit discrimination on the basis of religion, national origin, ancestry, age, sexual orientation including transgender status and gender expression, marital status, and parental status.