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Help Desk Supervisor

Concero Technology Group, LLC

This is a Contract position in Concord, NC posted September 28, 2021.

SUMMARY: Hands on Helpdesk Supervisor who answers and resolves Tier 1 and Tier 2 Helpdesk tickets.

Supervises the day-to-day operations of the helpdesk.

Identifies, researches, and resolves complex technical issues.

Manages helpdesk escalation procedures and ensures SLAs maintained.

Documents, tracks, and monitors problems to ensure resolution in a timely manner.

The Helpdesk Supervisor is a working helpdesk team member that coordinates the work of others on the helpdesk as well as provides Level 1 and Level 2 technical support.

This includes the responsibility of managing all procedures related to the prioritization and resolution of end user technical support requests, including but not limited to, the coordination of helpdesk functions, software and hardware troubleshooting, and connectivity.

Reports to the Director of Information Technology.

ESSENTIAL DUTIES AND RESPONSIBILITIES: Supervise the day-to-day operations of the helpdesk.

Identify, research, and resolve complex technical issues.

Manage all procedures related to the prioritization and resolution of end user technical support requests.

Route tickets appropriately when escalated troubleshooting is required beyond the scope of the helpdesk.

Ensure support requests are properly tracked in call tracking system.

Assist in configuring new computers for new and existing end users.

Strive to meet or exceed all SLA goals and ensure those goals are met by all Helpdesk Analysts.

Provide friendly, courteous, and quality Level 1 and Level 2 technical support to all users.

Respond to incoming telephone calls, voicemail, and/or emails for assistance from users experiencing problems.

Provide advanced troubleshooting to resolve escalated (Tier 2) issues.

Handle special projects as assigned by the Director of Information Technology.

Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e.

software, hardware and client specific applications).

Participate in inventory management and asset tracking throughout the firm.

Perform member office moves when needed.

Provide support to members on various software applications including MS Office 365, Microsoft Teams and iManage Filesite.

Perform Audio/Visual setups for members.

Assist in managing the IT resources calendar for availability of A/V equipment and Mobile Hot Spots.

Stay current on and adhere to established policies, procedures, and documentation.

Participate in on-call schedule.

DESIRED QUALIFICATIONS: Five years’ experience in a Helpdesk Analyst or similar role with 1-2 years’ supervisory experience preferred.

Experience with a wide range of computer hardware and software and at least three years of technical customer service work.

KNOWLEDGE, SKILLS AND ABILITIES: Excellent email, telephone, and general communication etiquette.

Strong hardware and software troubleshooting skills.

Familiarity with helpdesk ticketing software functionality and processes.

Proficient with Microsoft Office 365 Suite and Microsoft Teams.

Familiarity with iManage document management system a plus.

Familiarity with a law firm environment a plus.

Strong motivation and mentoring abilities.

Proficient with Microsoft Windows 10 operating system.

Experienced in the operation of computer hardware, including laptops, desktops, printers, scanners, copiers, and other peripherals.

Familiar with networking concepts and practices.

Familiar with Active Directory concepts and uses.

Excellent oral and written communication skills.

Experience in guiding work direction, supervision, mentoring, and training of helpdesk analysts.

Ability to determine appropriate troubleshooting action and escalation procedures for helpdesk tickets.

Ability to develop reports and extract data from helpdesk ticketing system.

Effective writing skills for documenting support procedures.

Ability to establish and maintain cooperative and effective working relationships with others.

Ability to maintain and grow knowledge of various systems, applications, and operations.

Prioritize and schedule work for Helpdesk Analysts.

Follow-up on escalated issues through to resolution.

Train and provide clear and concise work direction to other Helpdesk Analysts.

Troubleshoot, diagnose, and repair basic network, systems, and application malfunctions.

Work both collaboratively and independently.

Job Requirements: Insuring front desk coverage at all times Greet students and assist in answering general questions Delivering various communications to guests or residents Cover the front desk and other department duties to serve as a backup Provide information/answer questions regarding timesheets Respond to telephone callse, email and help desk requests for technical support Answering incoming calls and greeting visitors Make available to the residents Coordinate and help set-up office activities Assist with general office housekeeping Located either behind-the-scenes, interacting with patients on the phone or at the front desk, interacting with patients Collect payments at the time of check-in or check-out Assist with questions and issues Transfer all incoming calls/li Answering customer questions and inquires Oversee the activities of a front desk shift ensuring that guests receive prompt, professional attention and personal recognition Assist with resident packages and the distribution of office mail/li Assist in directing residents and visitors Provide academic assistance and tutoring to students Serve as a resource to students, staff, faculty and management