What are the responsibilities and job description for the Desktop Support Supervisor position at Forever Living Products Intl?
GENERAL DESCRIPTION : The Desktop Support Supervisor is responsible for ensuring the Desktop team, (including themself), provides timely and professional computer support to resolve computer issues, install, modify, and repair computer software and hardware for onsite and offsite employees. An exceptional service-oriented attitude is required in this role.
ESSENTIAL DUTIES / RESPONSIBILITIES / FUNCTIONS :
Oversee the daily workflow of the Desktop Support Team, maintain timely ticket response / resolutions, interface with supporting 3
party vendors.
Communicate and correspond to customers, in-bound calls, and e-mail messages in a courteous, timely and efficient manner. Builds strong working relationships with customers.
Listen to customer’s computer issues such as non-responsive programs, error messages, etc., and ask questions to diagnose the problem(s).
Provide instructions to customers and team members to resolve the problem(s) and provide alternate solutions to resolve problem(s).
Follow-up on open, active and resolved tickets to ensure proper customer care is being practiced.
Ability to troubleshoot and replace defective PC and peripheral hardware.
Document problem resolutions in service ticketing system.
Configure, install, and maintain desktops, laptops, printers, telephones, etc. both onsite and at offsite locations, as needed.
Respond to requests for computer hardware, copier and fax machine repairs, schedule repairs with outside vendors.
Provide proactive ideas for improvement of processes, procedures, and tools to help the team be more efficient.
Maintain accurate and complete records of hardware and software inventories, locations, configurations, service histories, and other documentation as needed.
Oversee devices, peripherals, components, spares and consumables inventories.
Travel to and work at off-site locations as needed.
Work cooperatively with co-workers and supervisors.
Maintain regular and punctual attendance at work.
All other duties as assigned.
Train coworkers on new computer software and hardware as needed.
QUALIFICATIONS & SKILLS REQUIRED TO PERFORM JOB DUTIES :
3 years of prior supervisory experience required.
Excellent computer skills including Office 365 (Outlook, Word, Excel, etc.) and Internet.
Ability to install, configure, support and repair hardware and software.
MAC knowledge and support expertise preferred.
Ability to troubleshoot and repair issues with computers, printers, network, software, etc.
Excellent verbal and written communication skills including clear and effective verbal and written communication both in person, over the phone and on video calls.
Strong trouble-shooting and problem-solving skills.
Strong interpersonal, organizational and customer service skills including a high level of patience, self-motivated and attention to detail.
Consistently friendly, helpful in-person and telephone demeanor.
Ability to work individually as well as part of a team.
Able to multi-task yet maintain accurate work product in a deadline driven environment with constantly changing priorities.
Ability to calmly and effectively resolve employee’s computer problems and concerns.
Honest and trustworthy.
Willing and able to work early morning, late evening, weekends and holidays as needed based on business demands.
Willing and able to travel up to 10-25%.
PHYSICAL REQUIREMENTS TO PERFORM JOB DUTIES :
Climb stairs, stand up / remain upright, walk / move throughout entire building, parking garage and open courtyards on a variety of surfaces including tile, concrete, carpet and wood surfaces.
Sit / remain seated for long periods of time, up to 4 hours at a time.
Stand / remain standing on feet for long periods of time, up to 4 hours at a time.
Bend, stoop, squat, kneel and crawl on hands and knees frequently, as needed.
Use a computer, keyboard, dual monitors and telephone.
Operate general office equipment (copier, fax machine, printers, etc.).
Reach down, forward and overhead frequently.
Turn and twist frequently.
Able to lift up to 50 pounds regularly.
Able to move up to 75 pounds.
EDUCATION AND / OR EXPERIENCE REQUIRED TO PERFORM JOB DUTIES :
Bachelor’s degree in computer science, Computer Engineering, Information Technologies or Information Systems or equivalent combination of education and / or experience.
Related professional certifications such as A , MS Office Specialist, Dell Certified Enterprise Engineer, etc. preferred.
Minimum 8 years of work experience installing, troubleshooting, configuring, updating, and maintaining MS Windows and MAC based systems.
Experience with Active Directory including creating, maintaining, deactivating, and grouping users.
8 years of prior Desktop and / or first line Tier 1, 2 and 3 technical support work experience.
8 years year of prior work experience in a Windows MS Office 365.
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