Help Desk Support Supervisor Level 1

Help Desk Support Specialist Job Description

We’re on a roll so we’re hiring! And if you give a “sheet” about paper then that’s a great start (especially if you can tolerate other tearable puns). Case Paper is a family-owned business that is renowned for its commitment to extreme customer satisfaction. We’re literally and figuratively “On the Case” and have been for 78 years.

Case Paper is one of the largest privately held distributors and converters of paper and board for the printing and packaging industries. We’re not talking copier paper (think more about paper used for signage, brochures, or direct mail) and not the cardboard that carries your Amazon Prime orders (our products are used more for packaging cosmetics, food, technology, and cannabis to name a few). Our core values are (1) Flexible, (2) Own It, (3) Reputation Matters, (4) Teamwork and (5) Humor. It’s easy to remember if you’re a Star Wars fan…may the “F.O.R.T.H.” be with you! We are always looking for those who can aspire to improve our workplace atmosphere through honest hard work, a great attitude, a little bit of curiosity, and a big sense of humor.

We’re adding a new role to our team here Help Desk Support Supervisor Level 1! What exactly does this position entail, you ask? Well, in addition to the standard battery of magic tricks and superhuman feats that we expect of all our teammates, this position’s primary responsibility helping customers or users troubleshoot software and hardware problems.

These are the specific things that we at least are fairly certain we’d like you to undertake:

• Deliver frontline technical support for all of Case Paper staff.
• Monitor ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective action if necessary.
• Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
• Escalation and resolution of third-party software/systems issues by support team.
• Foster positive end-user relationships and drive customer satisfaction.
• Manages Support Desk Technicians: attendance/schedules, responsibilities, and training.
• Runs reports from call tracking program and ensures Support Desk Technicians are utilizing the program.
• Provides 3rd level technical support to resolve unusual computer issues.
• Logs and tracks calls from users to determine call volume and effectiveness of end-user network applications training.
• Tests, installs and supports non-standard applications to meet the needs of specialized users.
• Assists other positions in the IT Department when required, especially during absences, including installations of PCs and telephones.
• Provides support to users for teleconferences and meeting presentations in offices and conference rooms.
• Diagnose computer errors and provide technical support.
• Troubleshoot software, hardware and network issues.
• Train end-users how to setup and use new technologies.
• Backup and restore an organization's data files and systems.
• Install, configure and upgrade PC software and operating systems.
• Clean and repair computer hardware, such as keyboards and printers.
• Provide technical support over the phone or Web.
• Use specialized help desk support software to take control of end-users' computers to troubleshoot, diagnose and resolve complex issues.
• Responsibilities associated with the job may change from time to time in accordance with business needs. May be required to perform other duties as assigned.
• “Other duties as assigned” (of course we would add this one!)

Do you have what it takes?

We’re ideally looking for a teammate with at least (2-4) years of relevant work experience in IT or educational equivalent from accredited program. It would be super if you had experience in a manufacturing environment and even better if you have worked in analytical roles. We’d love it if you’ve had previous management or leadership experience. This experience will help you to move quickly up the learning curve (we will avoid any tired clichés like “hit the ground running”).

You’ll impress us if you have a college degree in related field (Information Technology, etc.) -OR- if you have commensurate work experience in related discipline(s) and/or relevant certifications. Your background should provide you the tools and ideas you need to be successful in a highly analytical and detail-oriented role. While this is a high-level contributor position, we value the hard work, experience, curiosity, and best practices you can bring from other positions and workplaces, with or without the formal education.

As the philosopher Napoleon Dynamite astutely recognized, skills are important. Here are some of the skills you just might need in this role:

• Help Desk experience, especially supporting Microsoft Office products.
• 2-4 years management of technical personnel. Working in legal environment preferred.
• High School Diploma required, computer/technical school or equivalent experience preferred.
• Management courses and/or training preferred.
• Have expertise in Microsoft Office. PC Hardware Proficient.
• Excellent Communication Skills.
• Able to exercise sound judgement in arriving at decisions and problem solution.
• A customer service orientation with working with end users, colleagues and others.
• Candidate who can think outside the box
• Someone who can work independently with minimal supervision.
• Multitask and prioritize workload, shifting between a variety of tasks as necessary.
• Solid verbal and written communication skills with customers, suppliers, and stakeholders
• Be someone that other people want to work with (such an underrated skill!)

All Sound Good? Here is the Silver Lining

Our Case Makes division in Indiana actually applies the “silver lining” aka silver film to our paper and paperboard for customers, but hey it’s all in the family! At Case Paper, we value diversity and welcome all qualified applicants, regardless of race, color, religion, sex, sexual orientation, gender, national origin, disability, age, pregnancy, family status, or favorite ice cream flavor (but Rocky Road really is the best). In addition to a competitive salary, we offer 401(k), paid holidays, vacation, personal time, and sick leave, as well as multiple options for medical and dental insurance. We also offer optional life, short-term disability, long-term disability, and accident insurance. But most important, you’ll have a chance to make awesome products and work with fantastic people who are great at what they do!

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Weekend availability

Education:

• High school or equivalent (Preferred)

Experience:

• Help desk: 4 years (Preferred)
• Windows: 1 year (Preferred)

Work Location: One location