IT Technical Support Supervisor

Rhoads Industries, Inc.•Philadelphia, PA

4d•Onsite

About The Position

Rhoads Industries is seeking an IT Technical Support Supervisor to join their dynamic, fast-paced, and growing team. This leadership position is responsible for overseeing and delivering efficient and effective technical support to end-users within the organization. The role involves troubleshooting and resolving hardware and software issues, maintaining IT infrastructure, and assisting in the implementation of IT projects. This position is essential to establishing and improving the company end-user support processes, overseeing 2-3 other support technicians, establishing best practices for IT ticket response and resolution, and participating as a leader in the larger IT organization. The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work independently and as part of a team. The role supports IT department staff to provide helpdesk support to employees, respond to queries, and diagnose and resolve end-user incidents. It serves as the leader of a team of support technicians for end users seeking technical assistance in person or via email and phone, and fills as the network support technician in the helpdesk role. The position also configures and deploys end-user computers, peripherals, and handheld devices.

Requirements

Bachelor’s degree in information technology, Computer Science, or a related field (or equivalent experience and certification).
Minimum 5 years of experience leading a team of support technicians
Familiar with DOD, DFARS, and other defense related IT requirements
US Citizenship
Excellent communication and interpersonal skills.
Strong problem-solving abilities and attention to detail.
Ability to work independently and manage and delegate multiple priorities in a fast-paced environment.
Competence in troubleshooting, diagnosing, and resolving basic technical issues and mentoring others in doing the same
Understanding of Windows computer systems
Experience as a helpdesk technician or other customer support role
Experience with Microsoft 365 office applications and services
Working knowledge of Active Directory and Group Policy
Basic technical understand and experience with networking technologies
Awareness of basic cyber security principles, i.e., password safety and two-factor authentication.
Experience imaging and deploying laptops in a network environment
Ability to pass background screening
OSHA /10 safety training required provided by Rhoads

Nice To Haves

ITIL Certification
Microsoft certification (any)
Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.
Having an up-to-date OSHA/10 or greater is a plus.
Working knowledge of Microsoft SharePoint Online, Microsoft Teams, and Microsoft OneDrive
Minimum of 10 years of experience in Information Technology, Computer Science, or another relevant field.
Understanding of iOS mobile devices
Experience with various wireless computer networking technologies
Understanding of basic programming fundamentals
Beyond-baseline cyber security understanding
Familiarity with MDM technologies

Responsibilities

Lead the helpdesk by implementing ITIL and other support best practices and mentoring / growing the skillsets of the Helpdesk resources
Lead the provision of level I thru III support for IT-related issues, including hardware, software, network, and peripheral devices.
Implement, document and track support requests using the IT ticketing system, ensuring timely resolution and communication with end-users.
Participate in IT projects, including hardware and software upgrades, migrations, and new technology implementations.
Maintain knowledge of current IT trends, technologies, and best practices.
Respond to end-user helpdesk queries, and must be available outside of normal working hours when scheduled, with the possibility including weekends
Ensure full accounting for, and management of IT assets in the company and build a plan for scalable asset support going into the future.
Oversee the aspects of Onboarding new employees including: Active Directory / Azure Active Directory accounts and groups, Microsoft Exchange email inboxes, Duo two-factor authentication profiles, Adobe accounts, PreVeil encrypted email and storage accounts
Oversees two-factor authentication (2FA) enrollment and mobile device management (MDM) enrollment
Manages user permissions in local and cloud environments
Coordinates new-employee technology onboarding training
Secures devices for sensitive data use according to standards, requirements, and regulations
Prepares, deploys, and inventories laptop and desktop workstations, mobile phones, and kiosk tablets
Provide training and support to end-users on various software applications and IT tools.
Assist with the deployment and maintenance of IT infrastructure, including servers, networks, and storage systems.
Assist in the development and implementation of IT policies and procedures.
Assists with general management of network infrastructure hardware
Configures and organizes Active Directory Organizational Units (OUs) and Group Policy Objects (GPOs)
Administrates Microsoft SharePoint Online site
Contributes to development of cloud applications and systems
Writes documentation for systems and processes and publishes user guides