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)
ClientSolv Technologies is an IT solution firm with over a decade of experience serving Fortune 1000 companies, public sector and small to medium sized companies.
We are seeking an IT Help Desk professional for a 12-month contract in Chattanooga, TN. These roles will work onsite/in the office, Monday- Friday from 8:00 am- 4:00 pm.
In this role, you will be responsible for Tier I/II Support, Desktop/Deskside Support within the location, and Call Center Support.
The responsibilities of this role include:
Printer Administration and Troubleshooting:
-Server Print Queue, and local Queues
Active Directory Management
-Able to navigate Different OUs
- Able to look up attributes
- Able to reset password and unlock accounts.
iOS Management, Support, and Deployment
- Setting up new phones/iPads
- Resetting iTunes accounts
- Resetting network settings
- Backup/Restore device data
Video Conferencing
- Cisco WebEx
- MS Teams
- Cisco Presence video solutions
Network troubleshooting
- Internal vs external
- VPN
- LTE
- Wi-Fi
Application Troubleshooting
- Account permission
- Compatibility settings
- Browser vs installed
Remote support
- MSRA
- RDP
- TEAMs
- Webex
Hardware Deployment
Work within the ServiceNow application for:
- Ticket management
- Ticket assignment
These 12-month contract roles will work onsite/in the office, Monday- Friday for 7.5 hours per day
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