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)
This position will be based in Coeur d’Alene but will provide support to agency customers as needed in Coeur d’Alene and surrounding areas. Work location will vary depending on need.
Must be able to lift up to 50lbs and move computer equipment between locations.
A rental car may be used in the event equipment needs to be transported between locations. If traveling between multiple site locations during a single day, contractor will be eligible for reimbursement for actual fuel costs when driving rental vehicle.
Full-time professional work experience in Information Technology user IT help desk, to provide basic service desk support, including:
ITS will supply computer, phone, and work environment necessary to fulfill the duties as described above.
ITS reserves the right to cancel this request, or the contract at any time.
RELEVANT WORK EXPERIENCE: 1-2 yrs.
EXPERIENCE SUBSTITUTIONS: Accredited college training may substitute for the required work experience with a maximum substitution of four (4) years. (Fifteen (15) semester hours in Information Technology or a related area is required.) Accredited graduate training in the above area may substitute for the required work experience with a maximum substitution of two (2) years. Successful completion of an Information Technology Certification program may substitute for the required work experience with a maximum substitution of two (2) years. (Proof of certification must accompany application.) 1-2 years of work experience as a Network Engineer-Intermediate; LAN Administrator-Intermediate; Systems Administrator-Intermediate; Network Engineer-Associate; LAN Administrator-Associate may substitute for all required experience.
Skill Matrix