What are the responsibilities and job description for the Helpdesk Manager position at Yoh?
Helpdesk Manager
Category :
Information & Communication Technology
Employment Type : Direct Hire
Reference : BH-381138
Helpdesk Manager
Direct Hire
Addison, TX (Onsite)
Responsibilities :
This role manages the corporate office and branch location (multi-unit), computers, broadband connectivity, VOIP and the Microsoft Cloud infrastructure; supervises the 12x7 IT Help Desk; actively participates in protecting the organization against cybersecurity threats and supports compliance with PCI requirements.
Lead and manage the desktop support team, ensuring they provide high-quality service
Develop and implement support policies, procedure and documentation
Monitor and analyze support metrics to drive continuous improvement
Maintain up-to-date knowledge of industry best practices and technologies
Manage warranty process for defective / damaged hardware with vendors, ensuring users have a loaner or replacement during the process
Assist users with troubleshooting and common questions regarding hardware, Office, OneDrive, Teams, SharePoint and other line-of-business applications
Manage the Cisco Meraki infrastructure (firewalls, switches & access points), supporting the standardization of all locations on a configuration template
Assist remote technicians with troubleshooting infrastructure issues
Maintain centralized computer / user configuration profiles and automate the silent deployment of computer images and software applications using InTune, PowerShell, AutoPilot and other available tools
Administer the VOIP phone system, desk phones and soft phones.
Assist users with troubleshooting connection issues.
Administer our Microsoft cloud platform including Office 365, Azure Active Directory, Exchange Online, SharePoint, Teams, OneDrive, Azure VMs
Maintain standard computer images for ease of system deployment & recovery
Ensure applications, network hardware, servers and computers are current with critical security updates and appropriate anti-malware software
Maintain information security policies, standards, procedures, and guidelines to ensure compliance with PCI DSS requirements
Requirements :
BS in Computer Science or equivalent experience required with 5-7 years of experience in a hands-on Help Desk or technical infrastructure & security role
5 years of experience in an environment supporting the Microsoft cloud, Cisco Meraki and PCI compliance.
2 years of experience in a supervisory or managerial role of Help Desk teams.
Expertise with Windows & Azure Active Directory security and overall best practices
Multi-unit experience (Restaurants, or Retail - Experience managing a distributed enterprise network of at least 25 locations and 1,000 nodes).
Thorough knowledge of computer hardware support, troubleshooting and repair
Proficiency in the use & support of Microsoft Office applications
Solid experience configuring, troubleshooting & supporting Windows 10 and MacOS
Knowledge of LAN, WAN, VPN and wireless networking technologies
Knowledge of Cisco Meraki firewalls, switches, and access points
Estimated Min Rate : $90000.00
Estimated Max Rate : $98000.00
Note : Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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to contact us if you are an individual with a disability and require accommodation in the application process.
For California applicants, qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. All of the material job duties described in this posting are job duties for which a criminal history may have a direct, adverse, and negative relationship potentially resulting in the withdrawal of a conditional offer of employment.
Salary : $98,000
