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 description
Responsibilities:
User Support, Level 1 will be primarily responsible for providing first-level support to staff at our various warehouse locations.
Duties will include:
Configuring equipment Laptops, Desktops, operating systems, office software, printers, and VOIP telephones) according to established standards. Solve and document all issues in the Helpdesk ticketing system. Maintain the technology deployment and security to company policy.
Available for travel between Southern California Inland Empire warehouses (Chino, Ontario, and Rialto) as required.
Quickly follow up on service tickets with users.
Report repetitive user problems and system anomalies in the ticketing system.
Remotely Support users by diagnosing and solving level 1 technical problems.
Manage user accounts (Windows, Google Workspace, Office 365, Warehouse management systems "WMS" and Slack).
Recommend purchases of Technology equipment as required.
Work in a context of continuous improvement.
Qualifications:
College Degree in computer systems technology or equivalent training.
1 to 3 years of experience;
Experience with Google Workspace, Office 365, warehouse management systems "WMS" and Slack
Experience with Laser, Zebra Label printers and Photocopiers;
Experience in a warehousing and logistics environment a plus
Analytical and good organizational skills
Easy to adapt to change
Familiarity with network administration concepts and protocols
Excellent problem-solving skills and attention to detail
Ability to effectively communicate technical information to non-technical users
Customer-oriented mindset with a focus on providing exceptional service
Relevant certifications (e.g., CompTIA A , Network , Microsoft Certified Professional) are a plus
This is an excellent opportunity for individuals who are passionate about technology and enjoy helping others. We offer competitive compensation packages and opportunities for professional growth within our dynamic IT department. If you meet the qualifications outlined above and are ready to join our team, please submit your resume along with a cover letter detailing your relevant experience.
Job Types: Full-time, Temp-to-hire
Salary: $20.00 - $29.00 per hour
Experience level:
Schedule:
Ability to commute/relocate:
Experience:
Work Location: In person
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0 Help Desk Supervisor jobs found in Anaheim, CA area