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Help Desk Supervisor

Company: AppleOne Employment Services
Location: Mount Pleasant
Posted on: November 22, 2021

Job Description:

Provide helpdesk support for IT hardware, software, network, and operating system problems by answering calls from users and performing troubleshooting over the phone. Perform password resets. Test and install hardware/software. Identify threats to information security. Collect and process forms for remote access, new users, and application users. This role will be responsible for managing a small team of 5-6 techs.
Duties/Responsibilities:-Ability to explain complex technical concepts to a diverse group of users-Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providingsupport/direction and dealing with administrative issues as needed.-Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in reported issues.-Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as requested. Develop help desk team members to ensure appropriate training and skills by providing day-to-day supervision and regular feedback-Help Desk support for up to 300-500 users. Ensure that staff provides timely and considerate customer service.-Staff performance reviews.
Requirements:- Bachelor's Degree preferred- A+ Certification required and/or equivalent combination of relevant education and/or experience.- MCP (Microsoft Certified Professional) preferred-Minimum of 2 years supervisory experience, with 5-7 years progressive experience in IT/Helpdesk

Keywords: AppleOne Employment Services, Mount Pleasant , Help Desk Supervisor, Other , Mount Pleasant, South Carolina

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