Help Desk Supervisor supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (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.