Help Desk Manager jobs in Peoria, AZ

The Support Desk Technician is responsible for providing corporate end-users with a single point of contact for all technology-related requests for support, service and computer training.  The role is to serve as an advocate for the customer (corporate end-user), assuming ownership of customer issues and ensuring successful resolutions, while maintaining ongoing communication with customers regarding the status of their request.  This position requires traveling to different branch locations that may require overnight stays. $23.00-$27.00 per hour.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Provides entry level technical support across all platforms and environments for internal and remote users.
• Assumes ownership and customer advocacy for all business relevant hardware and software issues. 
• Maintains the IT call tracking system by receiving initial client contacts (telephone, email, etc.) and ensuring information is accurate and well-documented. Reports and tracks technology problems, inquiries, and related requests and responds accurately and promptly to incoming contacts. Collects required data and logs detailed information in the IT call tracking system.
• Determines severity of unresolved issues and escalates issues accordingly. Updates records to reflect status changes. Support requests must be monitored and escalated when appropriate per service-related guidelines.
• Communicates with end-users, Technical Services staff, and managers about the urgency of issues, impact of any interruption of IT services, and changes in the issue's status. Communicates technical issues at appropriate level for audience.
• Demonstrates tact in sensitive situations with end-users.
• Analyzes business impact of potentially serious technology/security problems that may have a negative impact on business operations and provides detailed information to supervisor.
• Learns, maintains and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Develops Help Desk procedures and end-user documentation as needed.
• Performs account security administration and remote system monitoring; proactively reports system outages.
• Participates in special projects and performs departmental related office administrative duties as assigned.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE:

• The ideal candidate possesses one to three years IT or customer support experience working within a Support Desk environment providing tier 1 technical support in a corporate environment.
• Associates degree or bachelor’s degree in related field preferred; High School diploma or GED required.
• Qualified applicants must be customer oriented and motivated with excellent oral and written communication skills.
• Problem solving and organizational skills and ability to prioritize and manage multiple tasks and deadlines.
• Ability to organize and prioritize job projects and requirements.
• Ability to keep abreast of product applications and technology trends.
• Excellent analytical/troubleshooting skills.
• Ability to work independently and take ownership for tasks from beginning to completion.
• Experience with Harris Data Systems a plus.
• Ability to pass background screen and drug test.
• Working knowledge of the following support center practices and concepts:

o   IT technical support/Help Desk concepts and functions

o   Desktop client software setup and configuration

o   Printer software setup and configuration

o   Working knowledge of one or more IT platforms: Microsoft Windows Client/Server, Active Directory, AS/400           and/or IBM mainframe

o   Working knowledge of current versions of the following products: Microsoft Windows Operating Systems,             Microsoft Office Suite

o   Understanding of basic networking protocols and processes

LANGUAGE SKILLS:  Ability to write routine reports and routine correspondence.  Ability to effectively communicate with employees to make an accurate assessment of employee needs. 

MATHEMATICAL SKILLS:  Ability to perform basic mathematical calculations required to accurately complete assigned tasks.

REASONING ABILITY:  Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or technical formats. Ability to use sound judgment and problem-solving skills to analyze employee technical problems and to recommend the proper course of action. Ability to organize and prioritize job projects and requirements.

COMPUTER SKILLS:  Excellent computer skills including Microsoft Office, Active Directory, Apple & Android Devices, and Windows Servers. 

ATTENDANCE DEMANDS:  The attendance demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Attendance is required Monday through Friday 6:30 A.M. to 6:00 P.M. or within normal business hours as established by department management. Working schedule may vary based upon staffing needs and IT demands. The employee may be required to travel to different locations.  Employee may be required to work overtime, and occasional Saturday’s and Sunday’s.

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands, handle, or feel; required to speak, read and hear English.  The employee frequently is required to reach with hands and arms.  The employee is occasionally required to stand; walk; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include ability to adjust focus.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually moderate.
• This is a high stress and fast paced environment.

DISCLAIMER: The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

Hercules Industries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regards to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as a qualified individual with disability, or other legally protected status.

 Comprehensive benefits are an important component of an employee's compensation package. Hercules recognizes the contribution of every team member and therefore is pleased to offer a competitive and cost-effective benefits package to support your needs and long-term goals. 

 Hercules Industries offers the following insurance: Medical, Dental, Vision, Short Term Disability, Long Term Disability, and Employee Life Insurance (Basic Life/AD&D and Voluntary Life/AD&D). We pay Holiday, Vacation, and Sick time; as well as a Flexible Spending Plan, Wellness Program, and Employee Assistance Program (EAP).

We offer a 401(k) Savings Plan and company match. Hercules is an Employee-owned company and offers an Employee Stock Ownership Plan (ESOP).

The company offers a quarterly Hercules Employee-Owner Partners in Profit Bonus based on eligibility.

Hercules encourages and supports participation in service activities that contribute to our community.  Employees are permitted to take three paid hours of work time per month to participate in an approved community service activity.  

#CB