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)
O’Rourke Sales Company
3885 Elmore Avenue
Suite 100
Davenport, IA 52807
563-823-1520
Help Desk Technician I
O’Rourke Sales Company has an opportunity for a Help Desk Technician I to join our Information Technology team at our Davenport, IA Location. We are an established national distributor offering numerous lines of consumer electronics and standard to high-end appliances. Our operation spans from the East Coast to the West Coast with several branch operations.
O’Rourke Sales is an Equal Opportunity Employer.
Job Type: Full-time, Monday-Friday 8am-5pm with some on-call as necessary.
JOB RESPONSIBILITIES
This is a member of the Information Technology team. They will provide support including but not limited to:
· Provider Tier 1 support to end users
· Software and hardware upgrades/updates
· Documenting solutions and best practices in company knowledgebase.
· PC setup and deployment.
· Train new employees in the use of equipment and systems.
· Troubleshoot software, hardware, and network connection issues.
· Proactive alert monitoring for cyber security and possible data breach attempts.
· Monitor server logs for errors and report to respective resource owner.
· Participate in departmental and interdepartmental meetings.
· Other technical duties as assigned.
REQUIRED JOB QUALIFICATIONS
· Windows Server, Active Directory, DNS, DHCP and basic router and switch functionality and configuration.
· Office 365, Microsoft Teams, Exchange, Exchange Online, Azure Active Directory, SharePoint, and OneDrive.
· Knowledge of VPN technologies.
· Ability to read and comprehend log files in various formats.
· Ability to read and understand C#, Transact-SQL, Python, and PowerShell.
· Knowledge of Linux and Bash a plus, but not required.
Job Type: Full-time
Pay: From $17.50 per hour
Expected hours: No less than 40 per week
Benefits:
Experience level:
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Ability to Relocate:
Work Location: In person
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