Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Title: Help Desk Technician with System Administrator and Firewall/Networking Experience
Schedule: Monday through Friday, 8am - 5pm
Job Summary:
We are seeking a highly skilled Help Desk Technician with System Administrator, Firewall/Networking and PHP experience to join our team. The ideal candidate will be responsible for providing technical support to end-users, monitoring and maintaining the company's network and systems infrastructure, managing firewalls, and managing our security/access control systems.
Responsibilities:
· Provide first-level technical support to end-users for hardware, software, and network-related issues.
· Troubleshoot and resolve desktop, laptop, printer, and mobile device issues.
· Install, configure, and maintain desktop operating systems, software applications, and hardware.
· Monitor and maintain the company's network and systems infrastructure, including servers, firewalls, switches, and routers.
· Develop and implement network security policies and procedures.
· Collaborate with other departments to identify and address network and system performance issues.
· Ensure that systems are patched and up-to-date with the latest security patches.
· Maintain accurate documentation of network and system configurations and changes.
· Provide training and technical support to end-users.
· Evaluate new technologies and make recommendations for upgrades or enhancements to existing infrastructure.
Requirements:
· Understanding of network protocols and technologies, including TCP/IP, DNS, DHCP, VLAN, VPN, and routing.
· Basic knowledge of PHP, including scripting and web application development.
· Familiarity with MySQL database management, including querying and basic administration.
· Understanding of Linux operating systems, including command-line navigation and basic system administration.
· Awareness of Amazon Web Services (AWS) and its core services, such as EC2 and S3.
· Experience with firewall technologies.
· Experience with network monitoring tools.
· Strong analytical and problem-solving skills.
· Excellent communication and interpersonal skills.
· Ability to work independently and in a team environment.
· Relevant certifications such as A , Network , CCNA, or Security are a plus.
· If this sounds like the job for you, please submit your resume and cover letter for consideration. We look forward to hearing from you!
Job Type: Full-time
Pay: $20.00 - $21.00 per hour
Expected hours: 40 per week
Benefits:
Experience level:
Schedule:
Work Location: In person
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