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 Summary```
We are seeking a Help Desk Analyst to join our team. As a Help Desk Analyst, you will be responsible for providing technical support and assistance to end-users. This is an excellent opportunity for someone with strong troubleshooting skills and a passion for customer service.
```Responsibilities```
- Respond to user inquiries and provide technical support via phone, email, or in-person
- Troubleshoot hardware, software, and network issues
- Assist with the setup and configuration of computer systems and peripherals
- Install, upgrade, and maintain software applications
- Create and manage user accounts in Active Directory
- Provide support for VPN connectivity and remote access
- Monitor and maintain network infrastructure including DNS, GPO, and Meraki devices
- Collaborate with other IT teams to resolve complex technical issues
- Document all support activities in the ticketing system (ServiceNow)
```Qualifications```
- 2 years of experience in a help desk or technical support role
- Strong knowledge of Windows operating systems (Windows 10) and Microsoft Office Suite
- Familiarity with network administration concepts (DNS, GPO, VPN)
- Experience with Active Directory user account management
- Knowledge of Mac OS is a plus
- Familiarity with Meraki devices is a plus
- Excellent problem-solving and troubleshooting skills
- Strong communication and customer service skills
If you are a motivated individual who enjoys helping others solve technical issues, we would love to hear from you. Apply today to join our dynamic IT team!
Job Type: Full-time
Pay: $18.90 - $22.76 per hour
Expected hours: 8 per week
Benefits:
Experience level:
Schedule:
Ability to Relocate:
Work Location: In person
0 Help Desk Manager jobs found in York, PA area