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IPTA · 5 hours ago

Help Desk Manager

United States

Full-time

Remote

Senior Level

5+ years exp

IPTA is a company focused on providing technical solutions for major government and business organizations. The Help Desk Manager will supervise and coordinate activities of Help Desk Technicians, ensuring effective assistance to users with hardware and software issues while developing procedures for problem resolution.

Information Technology

Senior Management

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

Supervises and coordinates activities of Help Desk Technicians or Representatives engaged in assisting computer users with hardware and software questions and problems, fielding telephone calls and email messages from customers seeking guidance on technical problems, diagnosing nature of problems, and assisting customers through problem solving steps

Identifies, troubleshoots, and resolves information systems problems to minimize down time of applications and personnel

Aids in developing procedures for finding and resolving problems with computer products and services

Coordinates problems with appropriate technical, professional, and service personnel, along with users who reported the problem

Supervises activities including, but not limited to, receiving telephone calls from users having problems using computer software and hardware or inquiring how to use specific software; talking to user to learn procedures followed and source of error; answering questions, applying knowledge of computer software, hardware, and procedures; determining cause of problem; and talking with co-workers to research problem and find solution

Talks to programmers to explain software errors or to recommend changes to programs

Calls software and hardware vendors to request service regarding defective products

Reads trade magazines and attends computer trade shows to obtain current information about computers

May test software and hardware to evaluate ease of use and whether product will aid user in performing work

May write software and hardware evaluation and recommendation for management review

May write or revise user-training manuals and procedures

May develop training materials, such as exercises and visual displays

May train users on software and hardware on-site or in classroom, or recommend outside contractors to provide training

May install microcomputers, software, and peripheral equipment, following procedures and using hand tools

May work as in-house consultant and research alternate approaches to existing software and hardware when standardized approaches cannot be applied

May conduct office automation feasibility studies, including work flow analysis, space design, and cost comparison analysis

May recruit, hire, train staff, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action

Qualification

ITIL Foundation certificationActive Security clearanceBachelor's degree in ITFive years experienceSelf-directedPassion for technologyProblem solvingContinual learning