Assistant Director of Help Desk and Instructional Support

Treasure Valley Community College is seeking an Assistant Director of Help Desk and Instructional Support to lead day-to-day technology support across campus. This full-time, professional, exempt role focuses on reliable, customer-focused help desk and instructional technology assistance, along with end-user training, website support, and key collaboration services. Working onsite in Ontario, OR, you will also help guide technology projects, service improvements, and operational resilience for the College’s users.

Role Overview

The Assistant Director of Help Desk and Instructional Support oversees the College’s help desk, instructional technology support, campus website support, and related technology services. The position includes supervision of support operations, advanced troubleshooting across core applications, leadership for training and documentation, and technical oversight for accessibility, security, and uptime. You will also participate in budget planning and technology lifecycle efforts, while supporting institutional compliance requirements for technology, accessibility, and security.

Responsibilities

• Lead and oversee the College’s help desk and end-user support operations to deliver timely, reliable, customer-focused technical assistance.
• Manage staffing levels, schedules, workload distribution, and service escalations to maintain adequate support coverage.
• Maintain and optimize the IT work order system, including ticket tracking, reporting, and performance monitoring.
• Collaborate with academic departments and instructional support staff to address instructional technology needs and support faculty and student success.
• Develop, coordinate, and deliver end-user training and documentation to promote effective use of instructional and enterprise systems.
• Provide advanced troubleshooting and support for college-wide applications, including administrative systems, student information systems, learning management systems, and instructional software.
• Coordinate testing, updates, rollouts, and training for system enhancements and new technology implementations.
• Work with vendors, functional departments, and internal IT teams to resolve complex application issues and maintain documentation and knowledge base materials.
• Provide technical oversight for the College’s websites, focusing on reliability, accessibility, security, and uptime.
• Coordinate routine updates, quality assurance, troubleshooting, and vendor escalation for website platforms and content management systems.
• Support user access, permissions, and training for approved website content editors in collaboration with communications and IT teams.
• Manage the College’s VOIP telephone system, videoconferencing platforms, and collaboration tools.
• Design, maintain, and support technology-enabled classrooms and conference spaces for distance education and meetings.
• Oversee technology projects related to help desk services, instructional support, websites, and collaboration technologies, ensuring timely and cost-effective delivery.
• Participate in budget planning, resource allocation, and expenditure monitoring for assigned support and instructional technology services.
• Analyze service metrics, ticket trends, and user feedback to improve efficiency, service quality, and cost effectiveness.
• Contribute to technology planning, lifecycle management, and vendor evaluation in collaboration with IT leadership.
• Provide leadership, mentoring, performance management, and professional development for help desk support staff.
• Serve as a member of the IT Information Security Incident Response team and support cybersecurity initiatives, system upgrades, and operational risk management.
• Support continuity of operations and disaster recovery planning for end-user services, ensuring compliance with institutional, state, and federal technology, accessibility, and security requirements.

Requirements

• Bachelor’s degree in information technology, Computer Science, or a related field; or a minimum of five years of experience managing a help desk team in an IT environment.
• Minimum of four years of experience working in the IT field, with a solid understanding of help desk systems and support processes.
• Strong knowledge of help desk best practices, instructional technology, and customer service excellence.
• Relevant certifications (e.g., ITIL, CompTIA A+) are highly desirable.
• Demonstrated ability to lead teams, drive organizational change, and communicate effectively with technical and non-technical audiences.
• Strong problem-solving, organizational, and project management skills.
• Proven ability to manage multiple tasks and priorities while meeting deadlines consistently.
• Proactive, organized, and able to work independently and collaboratively.

Compensation and Position Details

• Salary: USD 67,000 per year
• Location: Ontario, OR 97914 (onsite)
• Experience level: Minimum 5 years
• Employment: Full-time, Professional, exempt position

Technologies

• ITIL
• CompTIA A+
• VOIP
• Videoconferencing
• Learning management systems

Veterans Preference

• Applicants are eligible for a Veteran’s Preference in accordance with Oregon law.
• Preference will be given only if the applicant meets the minimum qualifications and submits the required documentation at the time of application.
• You can request copies of your military service records through the National Archives website: http://www.archives.gov/veterans/military-service-records/.