Help Desk Supervisor supervises the staff and the day-to-day operations of an organization's technical help desk. Supports and coaches team members on effective methods to research, troubleshoot, and deliver solutions. Being a Help Desk Supervisor trains the team on the help desk systems, processes, tools, and procedures required to document, track, and resolve reported problems and to meet operational service levels and standards. Ensures the latest product/technical updates and policies are available and communicated to the team. Additionally, Help Desk Supervisor monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of service standards. Identifies system and workflow improvements to enhance the team's efficiency. Acts as the escalation point for critical issues and facilitates a final resolution. May require a bachelor's degree. Typically reports to a manager. The Help Desk Supervisor supervises a small group of para-professional staff in an organization characterized by highly transactional or repetitive processes. Contributes to the development of processes and procedures. To be a Help Desk Supervisor typically requires 3 years experience in the related area as an individual contributor. Thorough knowledge of functional area under supervision. (Copyright 2024 Salary.com)
Job Title : Help Desk Analyst
Location : Salem, OR 97301 (100% Onsite from Day 1)
Duration: 3 Months Contract (with a possible extension)
Job Description:
Assists end users in resolving hardware and software issues by fielding telephone calls and email communication, diagnosing problems, and performing troubleshooting activities.
Customer Assistance – Communications (20%) – Level 2, Software (15%) – Level 2, and Hardware (15%) – Level 2:
Provides technical support by telephone, remote technology, and on-site to computer users statewide. Requests are generally logged into the computerized tracking system before escalation.
Records solutions in the solutions database or other forms of documentation. Communicates to the affected parties the status of requests.
Configures client software, i.e. ODBC drivers, Outlook and Exchange email access, protocols, adapters, and TN3270 host emulation.
Manage active directory/domain user accounts, email accounts, and security permissions.
Operations – Software (15%) – Level 2 and Hardware (15%) – Level 2:
Hardware/software vendors are contacted not only in the arena for new products but also as a prime source of information on better utilization of current hardware and software.
The information gained from vendor contacts is investigated, evaluated, and tested upon request.
Communicate information to managers and staff regarding Customer IT policies, standards, and long-range goals.
Image new computers and reimage computers as needed according to unit standards and specifications.
Resolves intrusion, hacking, or virus incidents on user devices.
This includes performing operating system and application patch management.
Tracks operational and system changes in preparation for recovery needs.
Plan division data system needs for PC and network development.
Conducts research and analysis on desktop hardware and software products to justify recommendations and support purchasing efforts.
Applies desktop and laptop images to new systems and as needed, refreshes a system.
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0 Help Desk Supervisor jobs found in Corvallis, OR area