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User Support Manager - 2000

Maine Maritime Academy

Job Description

Staff, Support & Professional Position

 

Job Title: User Support Manager                                            Date:  January, 2008

Job Code:  2000

STATEMENT OF THE JOB

 

Employee is responsible for all aspects of end user technical support, including problem logging, prioritization, communication and resolution.  Employee recommends end user hardware specifications (including desktops, laptops, printers and other peripheral equipment) and is responsible for implementation of imaging, application distribution, patch management and anti-virus/anti-malware solutions.  Employee implements and manages the help desk/user request system and is responsible for problem escalation and resolution.  Employee consults with and trains faculty, students and staff in the use of hardware and software systems.

 

DUTIES OF THE JOB

 

1.                  Implements and manages user request (help-desk) system, including item

prioritization, assignment, escalation and effective communication with end users.

 

2.                  Recommends, installs, maintains and repairs all computer hardware and   peripherals.

 

3.                  Responsible for implementation and maintenance of enterprise imaging and

application distribution, anti-virus, patching and anti-malware systems.

 

4.                  Manages all aspects of organizational hardware refresh strategy.

 

5.                  Provides technical assistance and training to system users.

 

6.                  Assists with implementation of new systems and technologies as appropriate.

 

7.                  Maintains accurate maintenance, license, wiring and inventory records.

 

8.                  Recommends, prepares and manages budgetary oversight for end user hardware and/or software purchases.

 

9.                  Responsible for direction and supervision of regular Academy and student employees.

 

10.              Coordinates, directs and works with other Academy employees as well as outside contractors engaged in end user hardware/software support.

 

11.              Acts as technical liaison to the training ship State of Maine in a management capacity.

 

12.              Acts as the Chief Technology Officer (CTO) when CTO is unavailable.

 

This job description reflects the general duties of the job but is not a detailed description of all duties, which may be inherent to the position.  The Academy may assign reasonably related additional duties to individual employees consistent with policy and collective bargaining agreements.

 

MAINE MARITIME ACADEMY

JOB TITLE:  User Support Manager                                         JOB CODE #: 2000

 

WAGE GRADE:   25                                                          TOTAL POINTS: 546

 

FACTOR

DEGREE

POINTS

       

1

Knowledge and Skill

8

288

       

2

Effort

   
 

I. Mental and Visual Effort

5

40

 

II. Physical Effort

3

30

       

3

Responsibility for Cost Control

5

40

       

4

Responsibility for Others

   
 

I. Injury to Others

2

16

 

II. Supervisory Responsibility

4

32

 

III. Sensitive Information and Records

4

32

       

5

Working Conditions

2

20

     

 

6

Responsibility for External and Internal

   
 

Relations

6

48

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