Arkansas Colleges of Health Education in Fort Smith, Arkansas, is seeking an experienced, energetic, self-starter for our newly created Support Manager position. The Support Manager will provide vision and strategic planning for all end user support for the University. This position reports direct to the Vice President & Chief Technology Officer and will be responsible for leading ACHE’s technical support services team.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Serve as the liaison between Support and other departments within the Office of Information Systems & Technology.
Tier 1 and 2 support of staff, faculty, and students with IT requirements.
Analyze and support systems including testing and debugging.
Support of Windows 10, Office 2016, Office365, PaperCut, Active Directory, Adobe products, Camtasia, and various desktop applications.
Maximize information technology by researching innovations and trends in the IT industry.
Promote effective working relationships with administration, faculty, staff, students and outside contacts including contractors and vendors.
Assist with the implementation and support of Information Systems and Technology needs related to infrastructure, applications and technology.
Provide comradery based on ethics and principles as they relate to the IT activities of ACHE.
Maintain client confidence and protect operations by keeping information confidential.
Education and Experience
Fast learner with an eagerness to learn and share technical knowledge.
Customer service oriented with the ability to adapt to change.
Two years of technology and application support in a leadership role.
Five years of experience in supporting technology and/or applications.
Bachelor’s degree in related field and/or technical certifications.
Five years of experience in leading technical support in higher education.
Required knowledge, skills, and abilities
May be required to work outside the standard M-F work schedule and hours.
Ability to learn infrastructure, applications, and technology terminology.
Ability to gain knowledge of troubleshooting and diagnostic skills.
Ability to read, analyze and interpret computer programs.
Excellent communication skills.
Ability to present complex concepts in a clear and concise manner.
Ability to prioritize, delegate, and monitor multiple tasks and assignments.
Demonstrate an ability to work as a group member; team player.
Demonstrate a sensitivity to, and understanding of the diverse academic, cultural and ethnic backgrounds of faculty, staff, and students.
Demonstrate an ongoing ability to work cooperatively with colleagues.
Demonstrate adaptability and the willingness to assist the college in fulfilling its mission and vision through IT duties and/or perform special duties as assigned.