User Services Manager will provide timely, quality service to end-user requests; manage user services employees, including helpdesk and mailroom staff; monitor and manage helpdesk tickets; manage computer replacement cycles software and hardware upgrades for all end-user and classroom computers and technologies. Join us as we educate Christians who will make a difference in the world for Jesus Christ. This is a full-time, exempt, salary position with all benefits including tuition remission, PTO, and medical insurance.

ESSENTIAL FUNCTIONS:

• Manage both on-prem and cloud directories and email environments,
• Maintain timely and effective communications with users with IT problems and those expecting new equipment so they are informed and reasonable expectations are reasonable.
• Receive, troubleshoot, and respond to problem tickets from faculty, staff, and students by email, phone, and in person.
• Develop expertise to train staff on new technologies
• Provide support for all Office 365 applications and thoroughly understand how they work and how they work together and integrate with other systems used by faculty and staff.
• Plan and manage end-user computer replacement process.
• Recruit, mentor, and manage all helpdesk employees.
• Support users with Apple devices and set up and manage network access of Corban-owned Apple devices.
• Assist users with software, hardware, phone, network, and communication problems.
• Manage Help Desk ticketing system and assign tickets to student technicians and other IS staff according to demand and expertise required to fulfill the request.
• Support all classroom technologies, including projectors, screens, cameras, etc.
• Set up and support all audio and video teleconferences and become familiar with the underlying technology.
• Maintain client confidence and protect operations by keeping information confidential.
• Administer and manage Single Sign-on and Identity Management application
• Support mobile users and their devices, including laptops, tablets, and cell phones.
• Assist other IS team members with troubleshooting network connections or network-related problems.
• Document and maintain inventory of all end-user computers, mobile devices, and software licenses.
• Document all system configurations, hardware and software changes, and upgrades at the time of change/upgrade.
• Contribute to and update the internal library of technical documentation, FAQ/Wiki, manuals, and IT policies.
• Create/maintain critical and procedural documentation for the University to ensure proper techniques and solutions are documented for future use and reference.
• Maintain the highest ethical standards regarding software, software sharing, and computer usage in compliance with the University’s Acceptable Usage Policy and Employee Handbook.
• Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.
• As directed, meet with decision makers, systems owners, and end users to define system goals and identify and resolve system issues.
• Install and configure software and hardware.
• Maintain current knowledge of computer systems, practices, and policies.
• Provide excellent customer service to employees and students by quickly answering and returning phone calls, responding to issues and tickets as received, acknowledging receipt, and providing a timeline for completion.
• Evaluate, test, and recommend hardware, software, and diagnostic tools
• Coordinate and set strategy with the Director for all institutional systems, applications, and cloud applications.
• Troubleshoot and implement fixes to virus attacks, security breaches, and SPAM.

KNOWLEDGE, SKILLS AND ABILITIES:

• Understanding Microsoft AD and networking and supporting Mac OS in a Microsoft environment.
• Proficient and well-familiarized with network protocols and terminology.
• Understanding of and ability to manage Microsoft Entra, Teams Voice, Exchange, and Azure.
• Solid and demonstrated understanding and support of VoIP systems and management.
• Solid understanding and support of multifunctional printers, configuration and setup, management, and support.
• Ability to manage competing priorities, multiple, simultaneous projects, and logically perform troubleshooting tasks to arrive at effective solutions.
• Use technology best practices regarding IT systems and data security.
• Maintain integrity and confidentiality regarding internal Corban data.
• Ability to respond to common inquiries or complaints from customers, or members of the church or business community. Ability to effectively present information to public groups.
• Working knowledge of Microsoft Office, particularly Outlook and Excel. Ability to read log files, manipulate data, and create reports.

QUALIFICATIONS AND REQUIREMENTS:

• A bachelor’s degree from an accredited institution is preferred.
• Two-plus years supervising others.
• The candidate must be a customer service-oriented personality who enjoys interacting with people.
• The candidate must be proficient with Microsoft Office Suites (2013, 2016, 2019), Google Apps, and analytical tools and applications.
• Solid and demonstrated understanding of DNS and DHCP concepts, implementation, and troubleshooting
• Ability to work well with non-technical customers and explain complex technical concepts in ways that will be understood
• Evangelical Christian commitment and lifestyle consistent with the university’s mission as described in our Statement of Faith
• Candidates should value an environment that reflects the diversity of God’s kingdom, engages in global concerns, and connects culturally.

WORKING CONDITIONS:

PHYSICAL DEMANDS: While performing the duties of this job, the employee is regularly required to stand, walk, use hands to finger, handle, or feel objects, tools, or controls, reach with hands and arms, climb or balance, and talk or hear. The employee frequently is required to stoop, kneel, crouch, or crawl. The job requires sitting for extended periods of time. The Employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds. Specific visual abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee occasionally works near moving mechanical parts; in high, precarious places; and in outside weather conditions and is occasionally exposed to cold, heat, risk of electrical shock, risk of radiation and vibration. Occasional evening and weekend work to may be required to meet deadlines.

Corban University is a private comprehensive university of liberal arts, ministry, and professional studies with a mission to educate Christians who will make a difference in the world for Jesus Christ. All employees are expected to model servant leadership in all aspects of their work. Corban values and recruits for a workforce that is diverse in gender, age, ethnicity, race, and/or ability, and seeks employees who will interact with the Corban community in a way that reflects a commitment to cultural proficiency. Where permitted by law and consistent with the school’s history, mission, and core values, Corban exercises religious preference throughout the University. Employees must have a personal relationship with Jesus Christ, agree with the University Statement of Faith, evidence a mature Christian faith, and be an active member of a Bible-believing, Gospel-preaching local church.