IT Helpdesk Supervisor I

The Desktop Support Engineer Lead/Supervisor will maintain, support, and oversee the technology infrastructure for the company. The infrastructure includes the network, intranet, workstations, printers, copiers, scanners, and telecommunications, including company cell phones. The position provides technical assistance via a variety of vectors including phone, email, and/or video. The position will also perform hardware/software installations, desktop maintenance, backups, and documentation and training tasks to assist all locations. Some travel may be required.

Duties And Responsibilities

• Assist the help desk support technicians with escalations.
• Train and coach new and current help desktop support technicians with new or updated procedures.
• Develop daily and weekly reports on the productivity of the desktop team.
• Develop and update standard operation procedures (SOPs) for the desktop support team.
• Provide weekly project updates and reports on assigned projects.
• The Desktop Support Technician will be responsible for all users’ support services, including break-fix, desk-side support, new system installation, move/add/change, and asset tracking activities.
• Hardware troubleshooting and support including but not limited to Methadone Pumps, Signature Pads, Credit Card Machines, Laptops, Desktop Computers, Thermal Printers, MFC Printers, Docks, Wireless Keyboard and Mice, Polycom and Cisco Phones, iPhones, iPads, Switches, Routers, APCs, Intercom System, Web Cameras, Security Cameras, Audio Hardware.
• Software troubleshooting support including but not limited to: Electronic Health Record Systems, Windows 10, Office 365 Suite, OneDrive, Bit-Locker, Active Directory and Azure AD, Remote Desktop Connection, Teams, 8x8, Control Up Console, Manage Engine Endpoint Central, Paper Save, Fax2Mail, O365 Admin Center, Exchange Admin Center, SharePoint, Carbon Black, Printer Logic.
• Assist in remotely supporting users at all companies and potential WFH locations.
• Uses Active Directory (account creation/deletion, password resets, distribution lists, security groups, etc.) Ability to determine appropriate security access by Job Title and Mirroring.
• Knowledgeable in wired and wireless network technologies. Ability to troubleshoot from network drop to patch panel, switches, ADVA, and PDU.
• Monitors core systems and promptly addresses or escalates issues as required.
• Works closely with other key teams, including Compliance, Security, and Systems.
• Plan, prioritize, organize, and complete work to meet established SLAs and objectives.
• Recommend changes in software and hardware to improve computer capabilities.
• Able to function as a productive team member, working in conjunction with all other team members in a helpful, positive manner.
• Provide on-site technical assistance for acquisitions, facility expansions, relocations, etc., as required, achieving all company objectives for timeliness, cost, and resource allocation.
  
  

Qualifications

• At least 1 year of leadership experience in a Team Lead or Supervisory role, guiding and directing the work of others.
• Desktop Support in an Enterprise environment: 2-3 years.
• Active Directory and Azure Active Directory.
• Office 365 Admin.
• Experience in LANs, WANs, Personal Computers, and software delivery applications.
• Knowledge of computer security products, including Bit Locker drive encryption.
• Excellent interpersonal skills in a customer-facing environment, experience working with executive level preferred.
• A high level of technical proficiency with IT equipment is a must.
• Working knowledge of primary desktop operating systems (Windows 10, 11).
• Must have the ability to multitask with strong organization and time management skills.
• On-call availability.
• CompTIA A Certification: (Preferred).
  
  

Physical Requirements And Working Conditions

The physical demands described here are representative of the requirements that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions to the extent such accommodation does not create an undue hardship on the business.

• A variable workload, periodic high activity level.
• Vision adequate to read correspondence, computer screen, forms, etc.
• Sit for long periods of time, some bending, stooping and stretching
• Speaking and hearing ability sufficient to communicate effectively by phone or in person at normal volumes
• Keyboarding for long periods of time
  
  

Why Join BHG?

Work-Life Balance: Enjoy generous paid time off, holidays, and personal needs. Benefit from flexible schedules with early in/early out hours, no nights, and no Sundays.

Investment in Your Growth: Prioritize your development with role-based training and advancement opportunities.

Comprehensive Benefits: Choose from three benefits programs, including health, life, vision, and dental insurance. Enjoy tuition reimbursement and competitive 401K match.

Recognition and Rewards: Experience competitive pay, quarterly bonuses, and incentives for certifications or licenses.

Employee Perks: Access exclusive discounts on various services and entertainment options, and benefit from our Employee Assistance Program and self-care series.

At BHG, we thrive on the greatness of our people. Join us and become part of a community that values excellence, integrity, and making a real difference in the lives of others.

BHG is an equal opportunity, affirmative action employer providing equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.