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)
SUMMARY
The IT Help Desk Analyst is the primary contact for resolving IT-related issues in a fast-paced environment. They provide prompt and professional support for PC hardware and software problems, serving both first and second-level support roles. This position requires multitasking abilities and a commitment to delivering efficient solutions to users' technical challenges.
Includes as follows - other and/or additional duties may be assigned
Install applications on new computers and set up workstations with necessary hardware for staff members.
Ensure all peripheral devices for workstations are connected and tested for proper functionality.
Respond to technical assistance requests via in-person interactions, phone calls, and remote support methods.
Independently troubleshoot and resolve hardware, software, and network-related technical issues with minimal supervision.
Coordinate Help Desk activities with the LOI team and escalate complex issues to higher-level technical support personnel when necessary.
Perform Windows Active Directory user maintenance tasks.
Utilize available information resources to research and address user inquiries.
Communicate promptly and respectfully with customers, adhering to standard help desk procedures.
Document all help desk interactions comprehensively using the ticketing system.
Conduct follow-up procedures as needed to ensure timely closure of support tickets.
Document processes and resolutions for future reference and improvement.
Provide after-hours technical support on an as-needed basis.
Stay up-to-date with system information, changes, and updates to maintain proficiency.
Demonstrate flexibility in working hours to accommodate business and customer needs.
Communicate critical issues and potential customer dissatisfaction to the IT supervisor promptly.
Perform any other duties as directed by the IT Manager or designated representative.
Qualification Requirements:
Demonstrated expertise in delivering end-user support for laptops, desktops, applications, and telecommunications, including proficiency with Windows Operating System and Microsoft Office suite software, along with some experience with MAC systems.
Proven track record in installing, upgrading, troubleshooting, and repairing networked computers.
Strong interpersonal, verbal, and written communication skills.
Ability to follow directions effectively and communicate efficiently with team members.
Experience in troubleshooting technical issues, with the ability to identify root causes and implement methodical resolutions.
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0 Help Desk Supervisor jobs found in Fort Worth, TX area