Help Desk Support Manager

Overview
We are seeking a dedicated and knowledgeable Helpdesk Support professional to join our team. This role is essential in providing technical assistance and support to our users, ensuring smooth operation of computer systems and resolving any issues that may arise. The ideal candidate will possess strong problem-solving skills, a solid understanding of desktop support, and the ability to communicate effectively with users at all levels.

Responsibilities

• Provide first-line support for hardware and software issues, including desktop support and software troubleshooting.
• Assigning and managing tasks to the IT support team.
• Providing the first level of escalation on issues.
• Walk customers through the problem-solving process.
• Manage onboarding of new employees, offices, and locations.
• Manage office and location closings
• Install, assemble, modify, and repair computer hardware and software.
• Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
• Understand wireless and wired networks
• Follow up with customers to ensure the issue has been resolved.
• Run reports to determine malfunctions that continue to occur.
• Collaborate with IT team members to improve processes and enhance user experience.
• Responsible for Customer/user satisfaction as it relates to IT services and support.
• Maintain IT inventory database.
• Assess, debug, and resolve technical problems associated with desktops and system peripherals.
• Perform all duties in a respectful, professional manner following client policies and procedures.
• Performs all business administrative duties in a timely and accurate fashion.
• Other duties as assigned.

Qualifications

• Proven experience in helpdesk support or a similar technical role.
• Strong knowledge of desktop support, computer networking, software troubleshooting, and computer hardware.
• A bachelor's Degree in a related field is preferred
• Five or more years of hands-on help-desk experience.
• 1-2 years managing technical teams.
• Knowledge of hardware/Microsoft operating systems through the current version.
• Willingness to solve complicated problems and see projects through to completion.
• Analytical skills to study problems and records, and identify solutions.
• Team-oriented attitude to help other colleagues and departments with technical problems.
• Strong interpersonal communication and relationship-building skills.
• Ability to manage and effectively prioritize time across numerous projects
• A strong customer focus
• Attention to detail
• Experience supporting the MS Office Suite through the current version.
• Familiarity with iPads, iPhones, and iOS is a plus
• Experience with Jira is a plus
• Understanding of Mobile Device Management tools and Endpoint patching, and anti-virus tools.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
• Ability to work independently as well as part of a team in a fast-paced environment.
• Strong organizational skills with attention to detail.

Work Environment

• Moderate noise typical of an office setting such as computers, printers, phones, and light customer traffic.
• Ability to climb a step ladder to install equipment.
• Occasional requirement to work on local and remote work sites in an outdoor setting.

Join us in providing exceptional support to our users while enhancing your technical skills in a collaborative work environment!

We are an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to age, race, color, sex, sexual orientation, gender identity, national origin, religion, disability status, or protected veteran status

Job Type: Full-time

Pay: $90,000.00 - $110,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Yearly bonus

Schedule:

• 8 hour shift

Work Location: In person

Salary : $90,000 - $110,000