SUMMARY

Responsible for managing the Help Desk to ensure thorough and timely first-level hardware, software, and network support for end users. Oversees and ensures servers, workstations, notebooks, and printers are operational and performing at optimal levels. Provides second-level technical support and mentoring to Help Desk Specialists.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Mentors, cross-trains, and supervises Help Desk Specialists;
• Provides second-level hardware, software, and network support for end users;
• Ensures that all users are informed of progress and recommendations to eliminate multiple calls on previously reported problems;
• Troubleshoots, isolates, documents, and resolves problems reported by users;
• Identifies problem trends and makes recommendations to senior management in order to minimize ongoing issues;
• Completes hardware and software installations;
• Supports the Company’s technical operations by adhering to and enhancing policies and procedures related to Help Desk functions;
• Ensures that Help Desk tracking software is used to document all support calls and projects;
• Builds and maintains PC systems;
• Keeps current and knowledgeable on all corporate-approved software;
• Provides hardware/software application training and documentation to train Help Desk Specialists and end users as needed;
• Promotes a customer service approach between Information Systems and other Corporate departments and branch locations;
• Other duties as assigned

QUALIFICATIONS

• EDUCATION / EXPERIENCE Bachelor's Degree or equivalent combination of education or experience
• Six (6) or more years of related experience
• Experience within a help desk environment
• Experience working with large-scale ticketing systems
• Strong knowledge of Windows servers, workstations, notebooks, printers, and standard Microsoft applications and hardware maintenance

SKILLS

• Excellent verbal and written communication skills
• Excellent customer service skills, including telephone and listening skills
• Ability to work within a team and to foster teamwork
• Good planning, organizational and prioritization skills
• Proficient in Microsoft Office products