Help Desk Supervisor

Position Summary:

Responsible for leading our technical support team in providing excellent customer service and resolve staff technical issues. You should have both a solid technical background and customer service experience and the ability to motivate your team toward specific goals. This position will be located at the corporate headquarters.

Principal Duties and Responsibilities:

• Manage the help desk team and evaluate their performance
• Image and set up new hardware for end users thin client paperless users, PCs and laptops.
• Set up and configure phones for new users.
• Set up and configure cell phones for new users that require cell phones.
• Set up new users in Active Directory, AS/400, JDE
• Maintain/update JDE
• Maintain/update AS/400
• Establish best practices through the entire technical support process
• First line troubleshooting for employee issues for in-person, phone and remote users
• Diagnose issues with software, hardware, network and permissions
• Document and assign all issues to appropriate individuals using Fresh Desk
• Maintain inventory of all assets
• Administer licensing on the Office 365 Portal for users
• Administer the FAC portal for remote users to connect via VPN
• Enter purchase orders for software renewals, hardware for new hires, etc.
• Maintain inventory of all printers throughout the company and work with Vendor on support issues
• Monthly invoice tracking and sending approvals to Accounts Payable.
• Set up all printers ticket printers and copiers for all facilities.

Work Relationships and Scope:

• Works with all employees in all facilities, as well as remote workers

Performance Expectations:

• Provide accurate, thorough and timely work
• Provide assistance to end users and address issues in a timely manner
• Demonstrate exceptional communication skills and have a good working relationship with others in the organization
• Remain objective and exhibit the highest-level of honesty and integrity
• Maintain the integrity of confidential business information
• Demonstrate professionalism, commitment to the job, and dedication to the organization

Knowledge, Skills, and Abilities Required:

• Associates Degree or a minimum of 2 years working experience in the IT Help Desk environment
• Excellent verbal and written communication skills, good reasoning skills and attention to detail
• Ability to prioritize and organize work, analyze problems, offer suggestions and question inconsistencies
• Must be organized and have a friendly, courteous, helpful and positive attitude.
• Excellent problem-solving/troubleshooting skills
• Experience with Windows operating systems
• Networking experience/knowledge

Employee Acknowledgement:

This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested. All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.

Knowledge, Skills, and Abilities Required:

• Associates Degree or a minimum of 2 years working experience in the IT Help Desk environment
• Excellent verbal and written communication skills, good reasoning skills and attention to detail
• Ability to prioritize and organize work, analyze problems, offer suggestions and question inconsistencies
• Must be organized and have a friendly, courteous, helpful and positive attitude.
• Excellent problem-solving/troubleshooting skills
• Experience with Windows operating systems
• Networking experience/knowledge

Employee Acknowledgement:

This job description describes the general nature and level of work performed by employee assigned to this position. It does not state or imply that these are the only duties and responsibilities assigned to the job. The employee may be required to perform other job-related duties as requested. All requirements are subject to change over time, and to possible modification to reasonably accommodate individuals with a disability.