JOB SUMMARY

The major objective for this position is to supervise the global technical support team in providing timely and useful technical assistance on computer systems, answering queries on basic technical issues, and offering advice and support to solve them. Make hardware and software recommendations as needed. As the Helpdesk Supervisor you will track team performance and ensure that customer service standards are maintained.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Other duties as assigned.

• Lead the Helpdesk Team of 5 to ensure prompt support and escalation for a wide range of hardware, software, networks, and servers.
• Investigate and resolve escalated tickets
• End user setups, onboarding and offboarding. PC upgrades and data migrations.
• Provide accurate, timely, and professional resolution on all reported issues.
• Perform accurate and detailed logging and tracking of all major incidents in the Service Now Helpdesk ticketing system.
• Setup and configuration of mobile devices to include both Android and Apple phones/tablets. Troubleshoot OS, cellular and Wi-Fi connectivity, and Bluetooth devices.
• Maintain inventory of PC, Laptop, and peripherals.
• Perform other job duties as assigned with a high degree of flexibility and professionalism.

EDUCATION/EXPERIENCE:

• 3-5 years of experience required in technical support in a professional IT team environment.
• Broad understanding of modern IT concepts, development practices, and architectures.
• Experience working with 3rd party vendors.
• Supervisory or Management experience.

SKILLS AND REQUIREMENTS:

• To perform the position, you must be a U.S. Person as defined by ITAR. ITAR defines a US Person as a US Citizen, US Permanent Resident (I.e., 'Green Card Holder'), Political Asylee, or Refugee.

• Customer focused team player with multi-tasking and logical decision-making skills.
• Excellent verbal, written, and professional phone skills. Most end user support is remote.
• Wide range of skills and knowledge in computer hardware/software to include PC hardware, basic networking, MS Office applications, virus removal.
• Excellent knowledge of Windows7, Windows10, Microsoft Office Applications, Windows registry. Knowledge of MacOSX is a plus.
• Excellent knowledge of mobile devices, Android and Apple IOS. MDM experience is a plus.
• Proficiency with O365, Exchange, ATP, Azure AD, Teams, OneDrive, Intune, AVD virtual machines, on-prem AD.
• Excellent knowledge of mobile devices, Android and Apple IOS. MDM experience is a plus.
• PowerShell and scripting savvy.
• Endpoint security adhering to DFARS NIST SP800-171, ITAR, GDPR.
• Understanding of technical support practices such as incident documentation, service level agreements and escalation procedures.
Bilingual
• - Spanish, Mandarin, or German is a plus.

PHYSICAL REQUIREMENTS:

While performing the duties of this job the employee is often required to stand, sit, use computers, read, write, type, use copy machines, file paperwork, use telephones, and utilize written and oral communication to interact with clients, co-workers, and customers. Reasonable accommodations may be made to enable individuals to perform the essential functions of this job.

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects. Substantial movements (motions) of the wrists, hands, and/or fingers (paperwork, typing, using mouse/keyboard). The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.

WORKING CONDITIONS:

Position is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work.)