Help Desk Supervisor jobs in Austin, TX

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)

Recently Added Help Desk Supervisor jobs

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Help Desk Technician
  • American Association of Nurse Practitioners, Inc.
  • Austin, TX FULL_TIME

  • ABOUT THE AMERICAN ASSOCIATION OF NURSE PRACTITIONERS
    The American Association of Nurse Practitioners® (AANP) is a full-service professional membership organization that empowers all Nurse Practitioners (NPs) to advance accessible, person-centered, equitable, high-quality health care for diverse communities through practice, education, advocacy, research, and leadership. AANP takes pride in serving the NP community and our team members work together to move the association forward.

    We are looking for talented individuals to join our team. In addition to competitive benefits, AANP offers team members a creative work environment with the opportunity for personal growth and success.

    APPLICATION PROCESS
    Applicants for this role must submit a cover letter and upload their resume with the online employment application.

    POSITION SUMMARY
    The Help Desk Technician provides technical support to the American Association of Nurse Practitioners (AANP) staff, whether in person, on the phone, or remotely. Their primary function will be to ensure AANP staff can properly operate any AANP technology devices they may be having trouble with. This position will provide end-user desktop support to include responding to user requests for service and determining the nature and extent of support needed, purchasing, installing, configuring, maintaining, and troubleshooting a wide range of software, hardware, and peripherals used throughout operations. They will perform hardware and/or software upgrades to existing computer equipment.

    WHERE YOU WILL WORK
    This position will be 100% in office at our Austin, Texas National Headquarters.

    ESSENTIAL RESPONSIBILITIES
    You are expected to perform the following essential responsibilities of the position with reasonable accommodation. The position may include other responsibilities as assigned.
    • Responds to user requests for service and determines the nature and extent of support needed. Completes or escalates tickets appropriately to resolve issues in a timely, team-oriented, collaborative manner.
    • Utilizes existing checklists and procedure documents, and employs research, critical thinking, and creative problem solving to resolve customer issues.
    • Provides excellent customer service and maintains high-quality service management through onsite and remote support interactions using approved remote technologies.
    • Installs, configures, maintains, patches, and troubleshoots a wide range of software used throughout operations.
    • Installs, configures, delivers, and maintains all PC desktops, laptops, phones, and peripherals.
    • Performs hardware/software upgrades to existing computer equipment, including Microsoft Operating Systems.
    • Performs moves, adds, deletes, and other changes for PC, phone, and peripheral equipment.
    • Provides initial login credentials and assistance to new hires during onboarding process.
    • Provides support, within reasonable limits, on Mac OS, iOS, Android OS.
    • Makes recommendations for process improvement.
    • Conducts research on potential technology solutions as assigned.
    • Works with the Infrastructure Specialist as needed to procure new IT resources.
    • Provides active directory network support by creating user accounts, emails accounts, and Office365 accounts; granting access to users; creating user groups; and managing shared resources and peripherals.
    • Installs and supports client and server networked application software.
    • Troubleshoots, repairs, maintains, installs, and performs testing activities on various computer equipment, peripherals, data communication, and computer network systems.
    • Develops and maintains software and hardware inventory and tracking systems; develops inventory lists; and orders, stocks, and stores electronic components.
    • Prepares and submits vendor warranty claims, parts, and documentation associated with warranty repairs.
    • Submits tickets to third-party vendor support and manages issues until successfully resolved.
    • Provides clients with hard-wired and wireless network access per IT standards.
    • Performs preventive maintenance for computer, data communication, and/or peripheral equipment and tests and adjusts to appropriate standards.
    • Maintains computer network documentation and updates computer maintenance manuals.
    • Pulls monthly reports for manager review and follows up with assigned action items.
    • Assists Infrastructure Specialist in performing IT systems duties, including server and network patching, configuring VPNs, managing backups, system monitoring, setting file permissions, and ensuring file system integrity.
    • Performs all duties with an elevated level of accuracy, timeliness, courtesy, and professionalism.
    QUALIFICATIONS
    Education
    Required:
    • Bachelor’s degree in information technology, computer science, or relevant field.
    • Equivalent experience in information technology, computer science, or relevant field can be substituted for education on a year for year basis above the minimum experience requirement.
    Experience
    Required:
    • Two or more years of help desk, user support, troubleshooting peripherals, and new system setup experience.
    • Four or more years of relevant experience in current technologies.
    Knowledge, Skills, and Abilities
    Required:
    • Strong technical knowledge of TCP/IP networks, command line tools, and all Microsoft applications and operating system software.
    • Knowledge of general privacy practices, laws, and ability to maintain strict confidentiality.
    • Proven experience in enterprise-level infrastructure support.
    • Proven analytical, evaluative, and problem-solving abilities demonstrating keen attention to detail.
    • Ability to support other Windows-based applications as needed.
    • Excellent ability to perform all communications in a courteous and professional manner.
    • Ability to work with others in a fast-paced environment.
    • Ability to handle multiple tasks, prioritize, and meet deadlines in a high-pressure environment.
    • Ability to work in a team-oriented, collaborative environment.
    • Strong work ethic and dependable.
    • Ability to handle multiple tasks, prioritize, and meet deadlines.
    Other
    • Ability to travel to, and support, the AANP conferences or other company events as assigned (5‑10%).
    • Regularly must move about inside an AANP office. Occasionally must travel to locations within the U.S. Ability to stand and sit for long periods; Must lift up and/or move computer equipment up to thirty (30) pounds occasionally; Regularly communicates with other employees or external contacts via phone or virtually via audio/visual device; Regularly must maintain focus and exchange detailed, complete, and accurate information through oral and written communication; Regularly operates business machines, computer, phone, and software systems.

    BENEFITS
    AANP offers attractive compensation; health, dental and vision insurance; 401(K) and employer match; generous paid time-off; 14 annual holidays, and a great work environment.

    AANP is proud to be an Equal Opportunity Employer.
    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, or any other status protected by the laws and regulations in locations where we operate. We celebrate diversity and are committed to creating an inclusive environment for all employees.

    AANP will endeavor to provide reasonable accommodation consistent with the law to otherwise qualified employees and prospective employees with a disability. If you require reasonable accommodation because of a disability in completing any part of the employment process, please contact Human Resources at (512) 442-4262 to help us understand the nature of your request and provide your contact information.
  • 2 Days Ago
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Help Desk Support III
  • ReqRoute,Inc
  • Austin, TX FULL_TIME
  • Job Title: Help Desk Support III Duration: 11 Months Location: Austin, TX - Onsite Job Description Maintains, analyzes, troubleshoots, and repairs computer systems, hardware and computer peripherals. ...
  • 3 Days Ago
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Help Desk Lead
  • Allied Consultants, Inc.
  • Austin, TX OTHER
  • Overview Allied Consultants, Inc. is an Austin-based firm which has for 32 years been a premier provider of technical and business professionals to clients in Texas. We are currently seeking an experi...
  • 4 Days Ago
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Help Desk Technician
  • Central Texas Electric Co-op
  • Fredericksburg, TX FULL_TIME
  • Position Summary: Assist with the operation and maintenance of the information and communication systems of the cooperative by providing desktop support and coordinating with outside personnel when ne...
  • 1 Month Ago
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Global Help Desk
  • Apex Systems
  • Austin, TX FULL_TIME
  • Job DetailsJob#: 2020440 Job Description:Role: Help Desk Representative Shift: 3 days onsite/ 2 days remote (78703)Location: Austin, TX - Must Be Willing to Come Onsite Pay Rate: $20.31/hrDuration: 6 ...
  • 21 Days Ago
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Help Desk Analyst
  • Findhelp, A Public Benefit Corporation
  • Austin, TX FULL_TIME
  • We’re changing the way people connect to social care. At findhelp, we’ve built a comprehensive platform of products and services that make it easy for you to connect people to resources, follow them o...
  • 24 Days Ago
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0 Help Desk Supervisor jobs found in Austin, TX area

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Customer Service Representative
  • David's Bridal, LLC.
  • Austin, TX
  • BEST. JOB. EVER! Minimal weekday hours required (join for weekends only!) Generous Team Member discount $400 bonus for e...
  • 4/19/2024 12:00:00 AM
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Patient Service/Front Desk Coordinator
  • MyEyeDr.
  • Austin, TX
  • Description About the role See yourself starting a new career journey? As a Patient Service Coordinator at MyEyeDr. you ...
  • 4/19/2024 12:00:00 AM
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Senior Director, Self-Service Client Delivery
  • visa.com.uy
  • Austin, TX
  • **Senior Director, Self-Service Client Delivery** Strategy & Planning Full-time Date: Job Number: REF007846W **Company D...
  • 4/18/2024 12:00:00 AM
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Senior Director, Self-Service Client Delivery
  • visaeurope.lu
  • Austin, TX
  • **Senior Director, Self-Service Client Delivery** Strategy & Planning Full-time Date: Job Number: REF007846W **Company D...
  • 4/17/2024 12:00:00 AM
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Senior Director, Self-Service Client Delivery
  • visa.dk
  • Austin, TX
  • **Senior Director, Self-Service Client Delivery** Strategy & Planning Full-time Date: Job Number: REF007846W **Company D...
  • 4/17/2024 12:00:00 AM
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Senior Director, Self-Service Client Delivery
  • visa.pt
  • Austin, TX
  • **Senior Director, Self-Service Client Delivery** Strategy & Planning Full-time Date: Job Number: REF007846W **Company D...
  • 4/17/2024 12:00:00 AM
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Senior Director, Self-Service Client Delivery
  • visa.no
  • Austin, TX
  • **Senior Director, Self-Service Client Delivery** Strategy & Planning Full-time Date: Job Number: REF007846W **Company D...
  • 4/16/2024 12:00:00 AM
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Q
Customer Service Representative
  • Quest Trust Company
  • Austin, TX
  • **Customer Service Representative** Front Desk Austin, Texas Minimum Experience **Entry-level** Compensation **$15-20/hr...
  • 4/16/2024 12:00:00 AM
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About Austin, Texas

Austin is the capital of the U.S. state of Texas and the seat of Travis County, with portions extending into Hays and Williamson counties. It is the 11th-most populous city in the United States and the 4th-most populous city in Texas. It is also the fastest growing large city in the United States, the second most populous state capital after Phoenix, Arizona, and the southernmost state capital in the contiguous United States. As of the U.S. Census Bureau's July 1, 2017 estimate, Austin had a population of 950,715 up from 790,491 at the 2010 census. The city is the cultural and economic center ...
Source: Wikipedia (as of 04/11/2019). Read more from Wikipedia
Income Estimation for Help Desk Supervisor jobs
$75,492 to $95,927
Austin, Texas area prices
were up 1.2% from a year ago
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What does a Help Desk Supervisor do?

Help Desk Supervisor in Oakland, CA
Directed, planned, coordinated, and administered day-to-day operational activities of Help Desk department and staff of.
February 07, 2020
Help Desk Supervisor in Dallas, TX
The Help Desk Supervisor manages the front desk team and activities.
January 12, 2020
Help Desk Supervisor in Elkhart, IN
The Supervisor will be required to work independently with minimum direction from leadership.
January 07, 2020