IT Help Desk Support Supervisor

IT HELP DESK \ DESKTOP SUPPORT SUPERVISOR

Job Description:

As an IT Help Desk \ Desktop Support Supervisor, you will provide and oversee technical support for our internal and external users and clients. You will be responsible for communicating with end users in identifying solutions to escalated problems, provide technical team training for MS Windows, MS Office, and other applications as well as training for standard operating procedures. You will be responsible to provide maintenance for our computer desktop environment by analyzing requirements, resolving problems, and facilitating the installation of hardware and software solutions. You will also assist our Systems and Network team as needed.

Responsibilities as an IT Help Desk \ Desktop Support Supervisor:

· Monitor the ticketing system and assign and complete tasks in a timely manner.

· Provide great customer service to end users and executives.

· Ability to communicate clearly and professionally, both verbally and in writing.

· Greet end users warmly and ascertain problem or reason for contacting helpdesk.

· Oversee helpdesk support and issue resolution to the end users’ satisfaction.

· Not just able to resolve technical issues, but also able to quickly and effectively determine best course of action in one-off situations.

· Ability to troubleshoot IT related issues over the phone, by email, or in person.

· Monitor and delegate support requests quickly and effectively.

· Monitor ticket system for requests, escalating to other personnel where appropriate.

· Properly document issues and the resolution.

· Document internal procedures.

· Ensure each workstation has the proper equipment based on users’ job duties.

· Install, test, and configure new workstations, peripheral equipment, and software.

· Maintain inventory of all equipment, software, and software licenses.

· Create users in Active Directory as well as other proprietary software where needed.

· Perform timely workstation hardware and software upgrades as required.

· Manage helpdesk team and projects to accomplish organizational goals.

· Maintain a clean and organized work environment.

Qualifications as an IT Help Desk \ Desktop Support Supervisor:

· Customer and technical support experience required.

· Strong detail orientation and communication/listening skills.

· Possess a strong work ethic and team player mentality.

· Can work under minimal supervision.

• Associate’s or Bachelor’s Degree in Information Systems, Business, Communications, or related field preferred but not required.

• 6 years of relevant helpdesk support experience and 3 years helpdesk supervisor experience preferred.

Job Type: Full-time

Pay: $30.00 - $35.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 6 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Help Desk: 6 years (Required)
• Help Desk Supervisor: 3 years (Required)

Ability to Commute:

• Oak Ridge, TN 37830 (Required)

Ability to Relocate:

• Oak Ridge, TN 37830: Relocate before starting work (Required)

Work Location: In person