Help Desk Supervisor jobs in Florence, AL

Wayne Halfway House is committed to the belief that every moment of every day is critical for each of our young men. We train our employees to always be a positive example for those around them. Through constant effort and encouragement, we believe our residents will receive a life-changing impact, which will lead them to future successes.

General Information:

The employee provides support for all onsite IT activities. They consult with support teams, help desks, customers and other technical staff in the resolution of problems. They coordinate and perform operation and/or maintenance activities for networks/servers. They identify recurring problems and recommend steps to reduce the severity or frequency of problems. They install, troubleshoot and maintain an extensive variety of products and equipment. They deliver services and solutions in technical support, systems refresh, software integration, and operations support. They identify, analyze, and repair product failures, and order and replace parts as needed. They provide onsite training of customer support personnel. Other specific duties include the following:

Duties/Responsibilities:

· Provides on-call support by identifying, researching and resolving technical problems

· Interacts with network services, software systems engineering, and/or applications development to restore service and/or identify and correct core problems.

· Recommends systems modifications to reduce user problems.

· Performs routine system maintenance and analysis functions, including hardware configurations and adding, removing and replacing equipment components.

· Installs operating system patches, upgrades etc.

· Provides remote support services for telework/home users.

o Helps ensure user applications work over VPN.

· Local On-Site Cabling

· Provides on-site support for enterprise groups such as the network and security operation centers.

o Restarts network equipment, including switches and routers as directed by enterprise networking.

o Replaced defective network equipment.

· Wireless Services

o Assists users with mobile communication devices.

o Provides support, including but not limited to hardware troubleshooting, OS reinstall, and assisting with device swapping.

· Asset Inventory Support

o Assists with physical inventory as needed.

o Assists with receiving and receipting property.

· Disposal Preparation Support

o Process computer equipment for disposal.

o Ensure disposal policies are properly employed.

o Ensures all devices are fully wiped of information before leaving the facility.

· Video Conferencing and Audio/Video

o Troubleshoot system problems and repairs

o Work with support staff for remote troubleshooting and repairs.

o Assist in setting up presentation devices and video conferencing units.

· Support pre/post application releases.

· Setup gaming systems for youth

· Gather analyze, and report end-user support trends

· Other duties as assigned

Required Skills and abilities:

· Excellent verbal and written communication skills

· Excellent interpersonal and customer service skills.

· Excellent organizational skills and attention to detail.

· Excellent time management skills with a proven ability to meet deadlines.

· Strong analytical and problem-solving skills.

· Ability to adapt to the needs of the organization and employees.

· Ability to prioritize tasks.

· Ability to follow instructions and provide follow-up communication.

Education and Experience

· A high school diploma or equivalent is required.

· 1-2 years experience related experience is preferred.

Physical Requirements:

· Prolonged periods of sitting, standing, or walking.

· Must be able to lift 15 pounds at times.

· Must be able to work in attics and small spaces.

· Must be able to travel on occasion.

· Must pass a drug test.

This job description reflects the current assignment of essential functions and is not meant to be all-inclusive. Duties and responsibilities may be assigned or reassigned to this job at any time.

NO FELONY CONVICTIONS. Must pass a drug screen and background check and maintain eligibility for continued employment.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Expected hours: No less than 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Education:

• High school or equivalent (Required)

Experience:

• Help desk: 1 year (Preferred)
• Computer skills: 1 year (Preferred)

Work Location: In person