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 serviceoriented 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 inbound calls and email messages in a courteous timely and efficient manner. Builds strong working relationships with customers.Listen to customer’s computer issues such as nonresponsive 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).Followup 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 offsite locations as needed.Work cooperatively with coworkers 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 troubleshooting and problemsolving skills.Strong interpersonal organizational and customer service skills including a high level of patience selfmotivated and attention to detail.Consistently friendly helpful inperson and telephone demeanor.Ability to work individually as well as part of a team.Able to multitask 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 1025%.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.Key Skills
Mac Os,Active Directory,Desktop Support,Computer Networking,Mobile Devices,Windows,Remote Access Software,SCCM,Help Desk,Operating Systems,Remedy,Troubleshooting
