Supervisor- AHS Helpdesk

Answernet-posted 10 months ago
Full-time • Mid Level
Remote
Administrative and Support Services
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The IT Technician Helpdesk Supervisor is responsible for managing and overseeing the daily operations of the IT helpdesk team, ensuring prompt and effective technical support for end-users. This position entails leading IT technicians, diagnosing and resolving hardware and software issues, maintaining IT systems, and implementing best practices for service management. Additionally, the supervisor will collaborate with other IT departments to enhance support services and boost overall IT efficiency. The ideal candidate should have strong communication skills, a solid technical foundation, and the ability to efficiently identify and resolve technical challenges.

  • Supervise and lead the IT helpdesk team, providing guidance, training, and performance evaluations.
  • Monitor and ensure timely resolution of IT support tickets.
  • Enforce helpdesk policies, procedures, and service level agreements (SLAs).
  • Assist in troubleshooting and resolving complex hardware, software, and network issues.
  • Assist in onboarding new employees by ensuring they have the necessary IT resources.
  • Act as an escalation point for unresolved technical issues and coordinate with higher-level IT support teams when necessary.
  • Serve as the first point of contact for end-users seeking technical assistance via phone, email, or helpdesk tickets.
  • Document accurate records of all support requests, resolutions, and follow-ups.
  • Create and maintain user e-mail accounts.
  • Oversee monitoring network systems, including network outages.
  • Manage user accounts and their associated attributes, such as name, email address, password, security groups, and multifactor authentication in Azure AD, or through Microsoft Active Directory on Windows Server 2016, 2019.
  • Ability to work from home (this is a remote position)
  • Prior Technical Support or Help Desk experience
  • High School Diploma or equivalent
  • Phone Etiquette
  • History of Customer Service
  • Excellent verbal, writing, grammar, and communication skills
  • Critical Thinking and Problem-Solving skills
  • Attention to Detail
  • Familiarity with Help Desk Applications (Ex. Zendesk, FreshService)
  • Familiarity with VOIP or Telephony services
  • Ability to provide step-by-step technical help, both written and verbal
  • Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified IT Professional) are a plus
  • Full-Time position
  • Remote work flexibility
  • Salary: $17.00 per hour
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