1 hour

Help Desk Supervisor

Albany Law School
Albany, NY 12208

Albany Law School seeks qualified applicants for the role of Help Desk Supervisor. The Help Desk Supervisor will coordinate the efficient and effective operations of Help Desk services, including directing the work of and supervising two Technical Support Specialists and student employees. The Help Desk Supervisor also provides academic technology (Canvas, Panopto, Zoom, etc.) support to faculty.


In this role you will assign priority to support requests, act as an escalation point, oversee audio-visual support for technology used in virtual and physical classroom environments, develop support documentation and provide end-user training, create and administer user accounts and passwords, contribute to the development and enforcement of protocols, procedures and policies and ensure that arranged service level agreements are met.


You should be able to demonstrate:

  • Customer service skills that are effective with users of varying technical ability and comprehension level while addressing issues quickly and effectively.

  • Leadership and supervisory skills.

  • Ability to quickly and independently solve problems by researching, learning and troubleshooting new or unfamiliar software and workflows.

  • Project management skills.

  • Ability to become and remain familiar with policies and regulations relating to instructional technology in higher education, such as intellectual property, copyright, accessibility and FERPA. 

  • Clear understanding of the IT infrastructure landscape in an enterprise environment.


  • Associates degree in information technology or related field, and/or professional certifications.  Microsoft and A+ certifications highly desirable.

  • Five or more years of help desk experience providing a variety of services to non-technical end users.

  • Two to four years of related experience, including:

  1. Administering Microsoft Active Directory

  2. Administering Exchange in an enterprise environment

  3. Managing anti-virus and SPAM

  4. Managing a Microsoft Windows Server Environment

  5. Managing wireless environments

  6. Support of Apple-based systems 


Applications will be considered on a rolling basis. Albany Law School is an equal opportunity employer and actively seeks applicants who reflect the diversity of our student body, and community. We encourage applicants including first-gen professionals, women, applicants of color, LGBTQ, veterans, and other members of systemically marginalized groups.


Albany Law School is committed to the health and safety of our community.  As such, we require that our employees and students be fully vaccinated (including boosters) against COVID-19, unless a medical or religious exemption is approved. Individuals with an approved medical or religious exemption are required to participate in weekly COVID-19 testing.


Posted: 2023-03-22 Expires: 2023-04-21

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Help Desk Supervisor

Albany Law School
Albany, NY 12208

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