The Middlesex Corporation is a nationally recognized and award-winning leader in the heavy civil construction industry. Since 1972, the family business founded by Robert W. Pereira has developed an extensive client and project list through its consistent efforts to safely build America’s infrastructure. The Middlesex Corporation specializes in building and reconstructing highways, bridges, marine, rail, and transit facilities through its collaborative team approach and focus on core values. In addition, Middlesex Asphalt in Central Florida is one of the largest and most productive asphalt plants in the United States with Middlesex Paving earning an equally solid regional presence and reputation.

Position Summary:

Working in a team environment, the Helpdesk Manager is responsible for being the primary point of contact for customers entering incidents into the IT Helpdesk Portal. The Helpdesk Manager supervises a team that provides prompt, professional and courteous interaction with all team members. This position will report directly to the CIO.

Responsibilities:

• Comply with (and actively promote) all Safety policies and procedures including reporting all accidents, incidents and near-misses to ensure adherence to our Number One Core Value – Safety first, in everything we do.
• Manage all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance.
• Documents proper troubleshooting for ticket escalation (i.e., creating accurate and complete description of the client's problem).
• Analyze the client problems with Windows Client & Server OS’s and wireless devices and networking using own skills, the solutions knowledge base, and other resources available to PC Support.
• Works with staff to fix client problems testing the solution and obtaining client confirmation of the fix.
• Manages the staff to perform ITIL process-oriented tasks like solving incidents, requests, changes or problems in compliance with companywide SLAs.
• Contribute to smaller projects like setting up new offices, migration projects, etc.
• Be knowledgeable in all aspects of computer support, diligent, and analytical while possessing outstanding communication skills.
• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Assist in creating & maintaining user-facing documentation, department policies & SOPs, and IT procedures.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Follow maintenance protocols to ensure systems are secure and ready for users.
• Up to 25% domestic travel and occasional late or overnight shifts when necessary.
• Perform other duties and responsibilities as assigned.

Qualifications:

• Windows 7, 8, 10 and Microsoft Office Suite and Office 365 experience required.
• Bachelor’s degree in computer science, business computing, or a related field preferred; or equivalent combination of education, certification, and experience.
• Minimum of 6 years’ experience in Information Technology Support, preferably supporting a geographically diverse user base.
• Demonstrate experience isolating and resolving problems related to Windows 7, TCP/IP, Internet Explorer, wireless devices and wireless network connectivity.
• Demonstrate experience isolating and resolving networking, printing, and password issues.
• Demonstrate experience with Ethernet, host applications, and remote support tools.
• Demonstrate ability to integrate work across relevant areas, manage risks & safety appropriately, and provide exceptional service & support to all customers.
• Demonstrate strong ethics, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning.
• Highly motivated self-starter.
• Excellent written and verbal communication skills.
• Expert problem-solver with the ability to sort through complex issues and conduct a comparative analysis of multiple solutions.
• Excellent time management skills and ability to work independently.
• Flexible to work different shifts if needed.
• Able to work on active construction project sites.
• Ability to lift 50lbs.

Necessary Attributes: