Help Desk Manager / Applications Support Specialist

REPORTS TO:
Director of Information Technology

RELATIONSHIP:
Works with other Information Technology staff and supports ANTS students, staff, and faculty

DESCRIPTION:
Responsible for managing the Help Desk at ANTS as well as any help desk student workers. This position is also the main support person for the ANTS Connect internet portal.

RESPONSIBILITIES:

This position has two major components 1.) Help Desk Manager and 2.) Applications Support Specialist. The first involves being the primary support person for the Andover Newton helped desk. This is the first place all support requests come for the majority of the issues. In will not necessarily be the responsibility of this position to solve all these problems, but they will need to see that they are taken care of. The second part of this position requires this person to be the sole administrator of the ANTS Connect system. This system is used for online classes, online registration, online bill payment, and community portals. Training will be provided for the second role.

Specific tasks include but are not limited to:

• Administer the Connect! online class system, troubleshooting, performing necessary updates and improving the functionality of the system within the school environment.
• Support on-site and remote end users with the Connect! system and provide training in its use.
• Closely manage the help desk, and provide advanced support when required.
• Create and manage e-mail and Novell accounts for staff and students.
• Monitor and maintain backups.
• Track hardware/software, licenses, and maintenance.
• Assist senior IT staff with the supporting of all network infrastructure equipment, including servers, workstations, switches, hubs, UPS’s, printers, and phones.
• Assist senior IT staff with all network related software, including e-mail, web servers, networking , print services, backups and recovery, and roll out of updates and patches
• Maintain policies, procedures and documentation for all related systems.
• Assist in end-user application training and documented instructions.

QUALIFICATIONS:

Minimum of 2 years experience information technology related field.

Good customer service skills.

Excellent team building skills.

Excellent oral and written communication skills.

Bachelors degree preferred but not required

Review: Annual
FLSA: Non- Exempt Full-time
Posted: April 1^st 2008

Expected start date: June 1^st 2008

If interested please send resume to beastman@ants.edu by April 18^th 2008