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)
OVERVIEW
The number one goal of everyone in our team is to make our clients exceptionally happy. The Help Desk Technician Level 2 plays an important role in making sure that happens.
The Help Desk Technician Level 2 handles escalated support requests for the Service Delivery Team. They are assigned the support requests that the Junior Helpdesk Technician can’t handle.
When help is needed the Help Desk Technician Level 2 can turn to the Technical Support Lead for guidance and support.
Employment is dependent on a satisfactory background check.
RESPONSIBILITIES & TASKS
CUSTOMER SERVICE
· Work on and resolve escalated Helpdesk Tickets
· Delight our Clients with a Friendly, Quick and Helpful Experience
· Provide the Client with advanced remote troubleshooting
· Remote Hardware Maintenance and Support
USE OF OUR TICKETING SYSTEM
· Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
· Managing and recording all work though our Ticketing System
· Make sure that Client Documentation is well maintained
· Split tickets that have several issues into their own individual ticket
· Make sure that tickets aren’t “stale” throughout the process
USE OF OUR MONITORING & MANAGEMENT TOOL
· Review RMM dashboard and apply remediation actions as indicated by our Processes
· Review regularly scheduled/automated actions as indicated by our Processes
PROJECT WORK
· From time to time the projects team will need additional resource to help deliver projects either on site or remotely. When opportunities arise the Senior / L2 Engineer may be required to help with project delivery
COMMUNICATION, REPORTING & RISK
· Escalate tickets that require Technical Support Lead support
· Submit Timesheets & Expense reports as indicated on the SOPs
· Identify, Communicate and Mitigate potential risks to the Technical Support Lead and Operations Manager
TEAMWORK
· Mentor the “Junior” Technical Support Team Members
· Follow the schedule provided by the Technical Support Lead or Operations Manager
· Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
· Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
· Identify opportunities for improvement and make constructive suggestions for change
· Contribute to the process of innovative change effectively
· Undertake other duties as required by the Technical Support Lead or Director of IT
SKILLS AND ATTRIBUTES
DESIRED
· A love of (and ability to) Solve Problems & Challenges
· Great Communications skills, founded in being a good listener
· Advanced understanding of support tools, techniques and how technology is used to provide services
· Advanced understanding of operating systems, business applications, printing systems and network systems
· Advanced diagnosis skills of technical issues related of end-user hardware & software and network devices
· Advanced experience and knowledge of working with the Microsoft 365 Platform
· Must be able to type quickly and accurately while talking on the phone
· A deep desire to deliver an amazing Client Experience
· Advanced knowledge of IT Applications, Software & Hardware
· The ability to speak both Geek and human
· The ability to keep up with & adapt to the fast-paced IT world
NICE TO HAVE
· Experience using a Ticketing system / RMM Tool and PSA software
· Experience providing support via remote tools
· Experience handling Technical Service Tickets
· Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
· Client Experience Certifications such as Helpdesk Habits etc.
· Experience working either on a Helpdesk or for a Managed Service Provider (MSP) / IT Support Business.
Job Type: Full-time
Pay: $19.00 - $22.50 per hour
Expected hours: 40 per week
Benefits:
Experience level:
Schedule:
Ability to Relocate:
Work Location: In person
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