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)
The Support Technician provides remote and onsite support to clients. Responsible for customer service in a variety of technology scenarios. This position will often take the lead in initial help desk ticket response and follow through with client communications. The majority of work is done remotely from client site at company location using software tools. Periodic assignments will require travel to client site to deliver services.
100% onsite company location
Responsibilities
· Monitor and technical support for client networks to include servers, routers, firewalls
· Support software solutions including Microsoft desktop and cloud product lines
· Open, review, resolve manage and close support tickets
· Provide services via onsite appts. Or remote access
· Train end users on every dad use of computers, services, network resources
Required Education/Experience
· Experience with Microsoft desktop operating systems in domain environments A MUST
· Understand Microsoft Active Directory
· Knowledge Office 2016 or later required
· Proficient PC and Network related trouble shooting skills
· Ability to research solutions to various issues on web sites using other technical resources
· Basic understanding IP Networks
· Microsoft, A , Network certifications preferred
· Minimum 2 years IT help desk experience required
Qualifications
· Ability to make decisions and establish priorities
· Excellent client engagement both oral and written
· Critical thinker and problem solver
· Strong character and integrity
· Flexibility with work assignments
· Have reliable transportation and car insurance
· Ability to stay calm under pressure and stressful situations
Benefits
· Simple IRA with Company match
· Bonus and Incentive opportunities
· Health Benefits
· Paid Time Off Available
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance.
0 Help Desk Supervisor jobs found in Tampa, FL area