Helpdesk Supervisor

Profile

Helpdesk Supervisor

The candidate will supervise the day-to-day operations of the helpdesk. Identify, research, and resolve complex technical issues. Manage all procedures related to the prioritization and resolution of end user technical support requests. Route tickets appropriately when escalated troubleshooting is required beyond the scope of the helpdesk. Ensure support requests are properly tracked in call tracking system. Assist in configuring new computers for new and existing end users. Strive to meet or exceed all SLA goals and ensure those goals are met by all Helpdesk Analysts. Provide friendly, courteous, and quality Level 1 and Level 2 technical support to all users. Respond to incoming telephone calls, voicemail, and/or emails for assistance from users experiencing problems. Provide advanced troubleshooting to resolve escalated (Tier 2) issues. Handle special projects as assigned by the Director of Information Technology. Troubleshoot, analyze, resolve, track, escalate and accurately document various technical problems (i.e., software, hardware, and client specific applications). Participate in inventory management and asset tracking throughout the firm. Perform member office moves when needed. Provide support to members on various software applications including MS Office 365, Microsoft Teams and iManage FileSite. Perform Audio/Visual setups for members. Assist in managing the IT resources calendar for availability of A/V equipment and Mobile Hot Spots. Stay current on and adhere to established policies, procedures, and documentation. Participate in on-call schedule. 5 years’ experience in a Helpdesk Analyst or similar role with 1-2 years’ supervisory experience preferred. Experience with a wide range of computer hardware and software and 3 years of technical customer service work required. Excellent email, telephone, and general communication etiquette required. Strong hardware and software troubleshooting skills required. Familiarity with helpdesk ticketing software functionality and processes required. Proficient with Microsoft Office 365 Suite and Microsoft Teams required. Familiarity with iManage document management system a plus. Familiarity with a law firm environment a plus. Strong motivation and mentoring abilities. Proficient with Microsoft Windows 10 operating system required. Experienced in the operation of computer hardware, including laptops, desktops, printers, scanners, copiers, and other peripherals required. Familiar with networking concepts and practices required. Familiar with Active Directory concepts and uses required. Excellent oral and written communication skills required. Experience in guiding work direction, supervision, mentoring, and training of helpdesk analysts required. Ability to determine appropriate troubleshooting action and escalation procedures for helpdesk tickets required. Ability to develop reports and extract data from helpdesk ticketing system required. Effective writing skills for documenting support procedures required. Ability to establish and maintain cooperative and effective working relationships with others required. Ability to maintain and grow knowledge of various systems, applications, and operations required.

Company info

Sandberg Phoenix & von Gontard P.C.
600 Washington Avenue 15th Floor
Saint Louis
Missouri
United States 63101
Website : http://www.sandbergphoenix.com/