Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Job Title: Help Desk Support I
Client: State of Colorado
Location: (Hybrid) - 3500 Illinois Street Suite 2500, Golden, Colorado 80401
Pay rate: $ 32 per hour on W2, (without benefits).
Duration: 5 Months Contract
Job Description:
Provides support to end users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support.
Documents, tracks and monitors the problem to ensure a timely resolution.
May require an associate degree in a related area and at least 1 year or equivalent experience in the field or in a related area.
Has knowledge of commonly used concepts, practices, and procedures within a particular field.
Relies on instructions and pre-established guidelines to perform the functions of the job.
Primary job functions do not typically require exercising independent judgment.
Answer call center phones in a friendly, helpful and professional manner.
Open a ticket for support and provide that support once trained.
Create new network user accounts per procedure, Disable network accounts per procedure.
Update Microsoft exchange information per procedure based on information supplied.
Work tickets assigned in the queue and assist with assigning tickets to others in the team.
Must be very customer service oriented, enjoy working with users to solve their issues over the phone primarily and in person when assigned.
Adept at asking questions to better support the user with process and procedures.
Other:
Must be a team player.
Temporary position only.
Must live local.
Must be able to work from home on Fridays.
Must be able to interview in person.
Must be able to take CJIS certification training/exam.
Required/Desired:
TCP/IP
Windows 9x/2000/XP/NT/Vista/7
Service Desk Ticket System
Adobe Acrobat
Communication skills both verbal and written
Learning ability
Teamwork
Active Directory
Microsoft Office
Regards,
Shaik
Aimic Inc.
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