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)
McAngus Goudelock and Courie, LLC, a highly-respected, technology-driven law firm with 22 offices across the US and growing, and recently awarded 2022 Best Places to Work in the Carolinas, seeks an experienced Help Desk Technician for our Columbia, SC office. Responsibilities include receiving, prioritizing, documenting, and actively resolving end user help requests. Candidates should be professional, motivated, organized and possess exceptional oral and written communication skills along with an Associates or Bachelor’s degree in a related technical discipline and/or 2 years of equivalent work experience. Computer hardware certifications, A or Networking preferred. Knowledge of basic computer hardware, as well as experience with desktop systems, including Windows 10.
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