What are the responsibilities and job description for the IT Helpdesk Supervisor position at VWi?
The IT Helpdesk Supervisor will be responsible for managing a small team of Helpdesk Technicians and ensuring the efficient, timely, and friendly troubleshooting of issues for end users.
Reports to: IT Infrastructure Manager
Core Responsibilities:
- Daily management of Helpdesk Technician duties.
- Working with escalated tickets as needed.
- Providing coaching/training to subordinates.
- Management of fleet of workstations across the enterprise, including ordering, repairing, asset tagging, and documenting systems.
- Providing phone and ticket metrics to management.
- Managing planned as well as ad-hoc projects for Helpdesk team.
- Passing on feedback or suggestions by end users to the appropriate internal team members.
- Identifying and suggesting possible improvements on procedures.
- Creating and maintaining documentation of processes and procedures.
- Other duties as assigned.
Requirements:
- High School Graduate (min), AA Degree or higher preferred in computer studies 2-3 years’ experience in comparable role.
- Excellent computer skills:
- Windows 10, Microsoft Office 2016 /365, Active Directory, Adobe Acrobat Pro.
- A Certification required or proof working towards certification.
- General working knowledge of VoIP/phone systems.
- Exceptional verbal and written communication skills while dealing with end-users.
- Strong documentation and organizational skills.
- Excellent troubleshooting skills.
- Self-motivated and able to take initiative without direct supervision
- Ability to build rapport quickly to resolve customer questions and/or needs.
- Ability to identify, diagnose, and resolve basic technical issues.
- Networking and systems experience a plus.
- Language Proficiency: English required.
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