IT Desktop Supervisor

CHD Careers•Springfield, MA

7h•$60,000•Onsite

About The Position

The Center for Human Development, (CHD) is seeking a Desktop Team Supervisor to join our dynamic IT team. This is a full-time, on-site position, located at our corporate office, located in Springfield, MA with requirement to travel to different CHD locations and occasional evening and weekend work. Your role as a Desktop Team Supervisor – Information Technology Dept: This key role will provide supervision and support to CHD Desktop/Field Technician staff, create schedule for site visits, and will oversee the Desktop team daily tasks and ticket assignments. The supervisor will collaborate with Helpdesk team, Network Team, Telecom Technician and Infrastructure Team to manage all aspects of daily IT Desktop field support including hardware (PC/printer/camera/time clocks/cellphones, etc), software installation. The Supervisor will also oversee all IT hardware inventory stock replenishment related to PC, camera, monitor, printer, timeclocks etc. and disposal of PC/printer/camera/time clocks/cellphones etc. and will work with IT Asset Management Analyst to order and logging of devices. Essential functions of this role include, but are not limited to: Lead hardware support and desktop team schedule: Installing, configuring, and maintaining end-user devices like laptops, desktops, tablets, and printers, monitors, docking stations, scanners and cell phones. Oversee assignments that will range in complexity from troubleshooting and repair to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing HW/SW networking products. Create site visit schedules and coordinate with CHD program leadership for device assignment for new hires, site openings, site closure and device replacements. Create schedule for corporate IT check-in area and ensure area is staffed adequately. Responsible for asset inventory lifecycle with procurement and disposal and correct logging of Assest Tracking forms, updating Teams Inventory Sheets, AD, Ninjaone and Sophos for all CHD Devices. Responsible for accurate cell phone inventory in Ninjaone, MDM portal and Verizon portal. Responsible for monitoring Sophos Endpoint alerts and resolving them. Open tickets with Sophos support for resolving endpoint alerts. Lead Printer support: Install configure printers at CHD branches and on end points. Desktop and Hardware Upgrades: Collaborate with Infrastructure team if necessary for Patch Management, vulnerability management and Install security patches/create group policies to remediate vulnerabilities on endpoints. Knowledge of AD security groups and policies. Service Management: Good knowledge of ticketing tool to track, monitor and update the tickets assigned to Desktop Team. Complete weekly monitoring of desktop team tickets and ensure 5 days resolution for tickets Perform root cause analysis for recurring issues and implement permanent fixes and document resolutions and create knowledge base articles to improve future support processes. Required to travel different branches of the CHD locations scattered across MA and CT to support the end users with IT related issues. Should drive. Required to be on call for IT support on a rotating basis. May require occasional evening or weekend work to perform maintenance or resolve critical issues Implement projects for CHD’s information technology needs as directed by leadership. Advise programs on the purchase of I.T. equipment and systems and help in creating PO for purchase. Represent the department and its work by partnering effectively with staff, funders and vendors. Perform other related duties as required.

Requirements

Bachelor’s degree in computer science, Information Technology or related field or equivalent work experience for at least 3-4 years.
Ensures specific 5-day Service Level Agreements are met and incident and request tickets are updated accordingly within the ticketing system for all Desktop Team tickets.
Responsible for resolving all Sophos Endpoint alerts within 5 days and updating Sophos portal and sending email to IT leadership.
Responsible for Ninjaone and or RMM policy creation and maintaining integrity and accuracy for all CHD Devices in AD Workstations, Ninjaone , Sophos , Intune, Teams Inventory and tracking forms.
Ability to maintain the Service Desk/Ticketing application.
Proficiency with Active Directory, Group Policy, and network configurations.
Experience with endpoint security solutions.
Experience with scripting and automation (e.g., PowerShell).
Experience with system imaging, deployment, and management tools (RMM tools)
The ability to prioritize, multitask, and clearly communicate resolutions to technical and non- technical staff when providing support received through help desk tickets; incoming calls; in-person, and via e-mails.
Maintains a high degree of professionalism in actions, demeanor and dress.
Ensures customer satisfaction throughout the service delivery transaction.
Experience working with global/offsite technical teams.
Ability to pass a CORI and driving record background check.

Nice To Haves

CompTIA A+ and or CompTIA Network+ certification preferred.

Responsibilities

Lead hardware support and desktop team schedule: Installing, configuring, and maintaining end-user devices like laptops, desktops, tablets, and printers, monitors, docking stations, scanners and cell phones.
Oversee assignments that will range in complexity from troubleshooting and repair to more difficult device repair, including reloading and re-imaging of PCs/laptops, and installing and optimizing HW/SW networking products.
Create site visit schedules and coordinate with CHD program leadership for device assignment for new hires, site openings, site closure and device replacements.
Create schedule for corporate IT check-in area and ensure area is staffed adequately.
Responsible for asset inventory lifecycle with procurement and disposal and correct logging of Assest Tracking forms, updating Teams Inventory Sheets, AD, Ninjaone and Sophos for all CHD Devices.
Responsible for accurate cell phone inventory in Ninjaone, MDM portal and Verizon portal.
Responsible for monitoring Sophos Endpoint alerts and resolving them.
Open tickets with Sophos support for resolving endpoint alerts.
Lead Printer support: Install configure printers at CHD branches and on end points.
Desktop and Hardware Upgrades: Collaborate with Infrastructure team if necessary for Patch Management, vulnerability management and Install security patches/create group policies to remediate vulnerabilities on endpoints. Knowledge of AD security groups and policies.
Service Management: Good knowledge of ticketing tool to track, monitor and update the tickets assigned to Desktop Team. Complete weekly monitoring of desktop team tickets and ensure 5 days resolution for tickets Perform root cause analysis for recurring issues and implement permanent fixes and document resolutions and create knowledge base articles to improve future support processes.
Required to travel different branches of the CHD locations scattered across MA and CT to support the end users with IT related issues. Should drive.
Required to be on call for IT support on a rotating basis.
May require occasional evening or weekend work to perform maintenance or resolve critical issues
Implement projects for CHD’s information technology needs as directed by leadership.
Advise programs on the purchase of I.T. equipment and systems and help in creating PO for purchase.
Represent the department and its work by partnering effectively with staff, funders and vendors.
Perform other related duties as required.