Desktop Technician Supervisor

Dinsmore•Cincinnati, OH

3d•Onsite

About The Position

Dinsmore is seeking a Desktop Technician Supervisor at our Cincinnati, OH location. This position is 100% in-office. The Desktop Technician Supervisor position provides technical support for the firm's computer systems, applications, and related technology while supervising desktop support staff. The role includes maintaining, analyzing, troubleshooting, and repairing computer hardware, software, and peripherals. This includes, but is not limited to, support for all firm-approved desktops, laptops, peripheral equipment, mobile devices, network, and software. This is a working supervisor position responsible for monitoring ticket queues, taking helpdesk tickets and calls, resolving issues, escalating matters as necessary, and supporting desktop staff while they learn and support the environment.

Requirements

Experience troubleshooting basic desktop and laptop hardware, software, mobile device, and printing problems
Experience imaging systems on both desktop and laptop PCs
Interpersonal skills necessary to communicate and provide information with courtesy and tact
Ability to lead, coach, and support desktop staff while promoting a team environment where co-workers can collaborate to provide effective problem resolution
Ability to transport, install, and maintain equipment, including computers, printers, and monitors, including the occasional transportation of devices in excess of 50 lbs, lying, stooping, and bending to fully install various pieces of equipment
Demonstrate teamwork by engaging in discussions with co-workers and promote a team environment where co-workers can collaborate to provide effective problem resolution
Actively look for opportunities to help others to provide a balanced workload
Demonstrate flexibility and a willingness to adjust to changes in job requirements and scheduling
Demonstrate organizational skills and effective use of time
Plan and prioritize daily work and managing time to ensure work is timely and efficiently completed
Minimum of 5 years of experience supporting hardware and Windows operating systems
Minimum of 5 years of experience supporting Microsoft applications, including Outlook, Office products, and firm specific applications
Strong analytical skills
Ability to work in a fast-paced environment

Nice To Haves

Prior experience leading, mentoring, or coordinating desktop support staff preferred

Responsibilities

Supervise, coach, and support desktop technicians in the delivery of timely and effective technical support
Serve as a working supervisor by taking helpdesk calls and tickets, monitoring incoming helpdesk ticket queues, triaging issues, resolving matters, and escalating if required
Document, maintain, upgrade, or replace hardware and software systems according to the firm's policies and procedures
Facilitate escalation of problems, issues, and requests to other IT department roles as necessary
Participate in and contribute to various IT department projects and initiatives
Maintain positive contact with attorneys, staff, and clients and observe confidentiality in all firm and client matters
Troubleshoot problems associated with any PC hardware, software, and peripherals; determine necessary repair, modifications, and testing of such systems
Desktop/laptop imaging, installation and moves; performing system setup procedures on desktop/laptop for end-user; performing configuration changes and software installs
Monitor ticket aging, workload distribution, recurring issues, and service levels; make recommendations for process improvements as assigned
Provide physical inventory of desktops, laptops, monitors, printers, and related equipment. Make inventory recommendations/purchases as assigned
Be familiar with and able to support applications including Outlook, Office products, and firm specific applications
Be familiar with and able to support basic networking issues
Utilize firm procedures and resources appropriately to ensure efficient delivery of work product
Perform other duties, responsibilities, and/or special projects as assigned