Job description

IT HELP DESK \ DESKTOP SUPPORT SUPERVISOR

Job Description:

As an IT Help Desk \ Desktop Support Supervisor, you will provide and oversee technical support for our internal and external users and clients. You will be responsible for communicating with the end user in identifying solutions to problems, provide basic technical training for MS Windows, MS Office, and other applications as well as training for basic computer operation. You will be responsible to provide maintenance for our computer desktop environment by analyzing requirements, resolving problems, installing hardware and software solutions. You will also assist our Systems and Network team as needed.

Responsibilities as an IT Help Desk \ Desktop Support Supervisor:

· Monitor the ticketing system and complete tasks in a timely manner.

· Provide great customer service to end users.

· Ability to communicate clearly and professionally, both verbally and in writing.

· Greet end users warmly and ascertain problem or reason for contacting helpdesk.

· Provide helpdesk support and resolve problems to the end users’ satisfaction.

· Not just able to resolve technical issues, but also able to make the end user feel welcome.

· Respond promptly to support requests.

· Ability to troubleshoot IT related issues over the phone, by email, or in person.

· Monitor and respond quickly and effectively to requests received.

· Monitor ticket system for requests, escalating to other personnel where appropriate.

· Properly document issues and the resolution.

· Set up computers for new hires and resolve IT issues for existing employees.

· Document internal procedures.

· Ensure each workstation has the proper equipment based on users’ job duties.

· Install, test, and configure new workstations, peripheral equipment, and software.

· Maintain inventory of all equipment, software, and software licenses.

· Create users in Active Directory as well as other proprietary software where needed.

· Perform timely workstation hardware and software upgrades as required.

· Manage helpdesk team and projects to accomplish organizational goals.

· Maintain a clean and organized work environment.

Qualifications as an IT Help Desk \ Desktop Support Supervisor:

· Customer and technical support experience required.

· Strong detail orientation and communication/listening skills.

· Possess a strong work ethic and team player mentality.

· Can work under minimal supervision.

• Associate’s or Bachelor’s Degree in Information Systems, Business, Communications, or related field preferred but not required.

• 4+ years of relevant helpdesk support experience and 2+ years helpdesk supervisor experience preferred.

Job Type: Full-time

Pay: $25.00 - $30.00 per hour

Benefits:

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

Experience level:

• 6 years

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Oak Ridge, TN 37830: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help Desk: 4 years (Required)
• Help Desk Supervisor: 2 years (Preferred)

Work Location: In person

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