Job Description
KPBS Help Desk Manager Req No: 2024-18261
Category: Radio/TV/Multimedia
Type: Full-Time Contract
Salary: $80,232 - $81,200 per year ($6,686 - $6,766.67 per month)
Close Date: 1/3/2025
Overview The salary range for this position is $80,232 - $81,200 per year ($6,686 - $6,766.67 per month) depending upon qualifications and is non-negotiable. This position is scheduled to close on 1/3/2025 at 4:00pm (PST).
KPBS serves the greater San Diego community with informative, cultural, entertaining and educational television, radio, and digital programming. KPBS TV/FM is the public television and radio station for San Diego. Licensed to San Diego State University, KPBS supports and furthers the university's educational and community service mission by informing, enlightening and empowering its audience. It does so not only by presenting national and locally produced programming of value to its San Diego audience, but also by producing programming about San Diego and its people for distribution nationwide.
The Information Technology Department (IT) serves the entire station including the executive and administrative staff and collaborates with the Engineering team. The Department is responsible for the operation, maintenance, security, and ongoing development of KPBS enterprise IT systems and providing administrative desktop services for all staff personnel.
The Information Technology Department is responsible for managing and securing our technology infrastructure, including LAN networks, physical and virtual servers, storage, desktop services, operating systems, and databases. This team develops and manages our infrastructure including on-site, hosted, and cloud-based services, outsourced vendors and reviews, evaluates, and integrates with current and future technological innovations. The staff work closely with the SDSU IT Division.
Perks you'll enjoy as a member of #teamKPBS
- Working on a college campus & in public media: Access to campus facilities and staff perks, weekly farmer's market, tons of eateries, community events, entertainment, etc.
- Hybrid schedule/ remote work flexibility options (varies by job)
- 10 vacation days, 1 personal day & 13 holidays off (4+ days off over winter break)
- Enjoy a 'beautiful day in the neighborhood' with local employee discounts
- Opportunity drawings to attend SDSU basketball games, local concerts and events
- Discounts on local attractions (theme parks, entertainment, restaurants, memberships)
- Free wellness classes & programs
- Monthly pop-up events
- Full benefits packages that are unmatched (medical, dental, vision, life)
- Sick leave accruals and paid leave options
- On-site childcare at a discounted rate (based on availability)
- Opportunities for continued learning and professional development
- Flexible spending account(s)
- Employee assistance program
- Matching and voluntary retirement savings plan
Responsibilities Under the direction of the Director of Information Technology, the Help Desk Manager supervises the Help Desk staff. The Help Desk Manager is responsible for the training and supervision of the Help Desk Technicians and when necessary, temporary Help Desk employees. The KPBS Help Desk is the main point of contact for employees seeking assistance with equipment, computing, printing, software, conference room setup, and other related services.
The Help Desk Manager provides and is responsible for administrative support to the Director of Information Technology, creating procedures and providing leadership, direction, and assistance for both full-time and student employees and those seeking information from the help desk. Other duties include scheduling employees, technical troubleshooting, and working closely with our ticketing system to ensure service levels meet established guidelines. The position assists and supports the implementation of all computer refresh cycles and deployment with the Director of IT.
The Help Desk Manager is responsible for but not limited to: IT Help Desk Coordination and Support 80% - Manages IT onsite operations for Station events and productions.
- Manages and supervises the IT Help Desk operations and IT Help Desk technicians.
- Performs diagnoses of equipment problems and performs necessary repairs where applicable.
- Manages IT equipment inventory and tracking.
- Sets up, configures, documents and deploys mobile devices for in-house applications.
- Sets up and tests new desktop and laptop hardware along with related operating systems and business software.
- Assists in troubleshooting other applications as needed.
- Assists the Engineering Department with IT needs as required.
- Collaborates with and assists SDSU ITS with KPBS IT needs, requests and requirements.
- Works with vendors to resolve issues with hardware and applications.
- Performs service calls on network and hardware related issues, diagnoses equipment problems and performs necessary repairs both onsite and for remote workers.
- Monitors IT ticketing system and completes assigned tickets/tasks.
- Documents work performed and steps to resolution.
- At the direction of the Director of Information Technology, provides support and maintenance for the KPBS IT infrastructure.
- Manages preventative maintenance on hardware and software updates (desktops, laptops, printers, scanners).
- Develops and maintains working relationships with coworkers, vendors, full time and student staff, and University personnel.
- Complies with and ensures continued, consistent compliance with all KPBS and SDSURF policies, and federal, state, and local laws/regulations including but not limited to, employment, safety, and health.
- Assists KPBS People & Culture Department with onboarding and offboarding processes of staff and student assistants.
- Provides general IT support for the station, including but not limited to, systems and applications such as Duo, wireless networks, Google Workspace, Zoom, password resets, and hardware/software requests.
- Assists with SDSURF TARP requests on new or existing software purchases and updates.
Documentation 15% - Creates, develops, and maintains documentation and procedures for various Help Desk services.
- Maintains and updates user manuals for all conference room computer systems.
- Communicates new services and other happenings to appropriate entities via training, email, etc.
- Updates/creates handouts on topical subjects when needed (e.g., printing, campus single sign on, special hours, etc.).
Other Duties and Responsibilities as Assigned 5% Qualifications Knowledge and Abilities - Ability to deliver solutions in a hybrid environment to meet business needs.
- Knowledge of network and system security and administration.
- Knowledge of and skilled in record keeping and quality control.
- Knowledge of the design of user workstation, software installation standards, virus protection, group policy and best practices related to Help Desk operations.
- Ability to explore new technologies to help current and future areas for improvement in departmental processes
- Ability to demonstrate strong customer focus, and understand and respect the value of the team
- Ability to demonstrate strong leadership and personal skills, and the ability to embrace mentoring activities to make the whole team successful.
- Ability to provide a high level of attention to detail with sharp troubleshooting skills. Must possess a sense of personal accountability for results and an uncompromising dedication to quality.
- Ability to coordinate and resolve day-to-day technical issues
- Ability to plan for infrastructure and operational changes such as server or storage infrastructure upgrades
- Ability to review existing configurations and day-to-day operations procedures and make recommendations to improve system performance and operational efficiency including automation, where possible.
- Ability to understand and follow posted work rules and procedures.
- Ability to communicate effectively, both orally and in writing.
- Ability to display organization, meet deadlines, display detail orientation, possess good judgment and common sense.
- Ability to demonstrate a high level of cross-cultural sensitivity.
- Ability to work flexible hours including nights, weekends, and occasionally holidays for required maintenance and testing.
Minimum Education - Bachelor's degree, preferably in computer science, mathematics or related technical field, or equivalent combination of education and relevant technical experience
Minimum Experience - Four-years of related work experience.
Preferred Qualifications - Experience in a broadcast or multimedia work environment
- Experience in a higher education setting
- At least two of those years hands-on supervisory experience
Additional Applicant Information
- Candidates must reside in California, or be willing to relocate, and live within a commutable distance to the SDSU campus at the time of hire.
- Job offer is contingent upon satisfactory clearance based on Background Check results (including a criminal record check).
- San Diego State University Research Foundation is an EEO/AA/Disability/Vets/Title IX Employer
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About San Diego State University
Founded in 1897, San Diego State University is a public institution of higher education located in southern California. SDSU is the oldest and largest university in San Diego and the third largest in the state. SDSU continues to gain recognition as a leader in higher education.Join SDSU and make a difference through meaningful work that contributes to knowledge and provides rich opportunities for students. The dynamic synergy between SDSU and the San Diego region furthers SDSU's excellence and global impact. Every member of our team can proudly proclaim, "I Am SDSU."In addition to SDSU, three not-for-profit auxiliary employers operate to provide services for the University. The SDSU Research Foundation furthers the educational, research and community service mission of SDSU. Aztec Shops provides a diverse portfolio of products and services including operation of the SDSU Bookstore, SDSU Dining, and management of commercial and real estate properties surrounding the campus. Associated Students of SDSU is a student-directed organization that manages programs and facilities enjoyed by students, faculty, staff, and the community-at-large.
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