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Tree Top Staffing LLC · 4 months ago

Help Desk Supervisor

Wheeling, IL 60090

Full-time

Onsite

Mid Level

$75K/yr - $85K/yr

3+ years exp

Tree Top Staffing LLC is dedicated to providing full service employment solutions and is seeking a Help Desk Supervisor to lead a team of Help Desk Specialists. The role involves providing technical support to users, supervising daily activities, and ensuring customer satisfaction by resolving technical issues efficiently.

Staffing & Recruiting

Responsibilities

Supervise a team of 3 Help Desk Specialists, monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner

Serves as the team's manager on duty by supervising and directing the daily activities of the team and assisting team members as needed to resolve problems and complete tasks

Provide support for employees- in corporate offices, remote users, and production floor across multiple avenues of contact including email, phone, ticketing software, and dial-in support

Perform scheduled maintenance and upgrades on company desktops, laptops, printers, telephones, and badges

Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications

Active Directory - tasks limited to creating and disabling users, and providing access within Company Security Policy standards

Support office products and administer tasks in Office 365

Assess, alert, triage and remediate production outages/incidents

Install, configure, and maintain desktop and laptop PCs and peripherals such as printers

Install and configure application and operating system software and upgrades

Troubleshoot and repair hardware and network connectivity issues

Remove old equipment and perform data migration to new machines

Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalate incidents to other support teams where necessary

Other duties that may be assigned

Qualification

Help Desk LeadershipTroubleshooting SkillsMicrosoft TechnologiesRemote Support ToolsWindows 7 & 10 SupportMicrosoft IntuneCustomer Service OrientationMac OS FamiliarityOrganizational SkillsProblem SolvingCommunication SkillsInterpersonal Skills

Required

Experience Leading or Supervising a Help Desk team is preferred

Ability to troubleshoot issues, identify solutions, and appropriately escalate issues

Excellent organizational skills and ability to multitask in a dynamic and demanding production environment

Excellent problem solving, communication and interpersonal skills, along with patience, and exceptional customer-service orientation

Knowledge of overall system and network configurations to instruct users, isolate problems, install upgrades, perform maintenance work, and evaluate system usage and performance

Knowledge of remote support tools and techniques

Familiarity with Mac OS a plus

3-5 years' experience supporting/implementing Microsoft technologies and web/networked computing environments

Experience working in support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure

Windows 7 & 10 Support

Experience with Microsoft Intune