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)
Location: onsite 100% Morgantown, WV
Job Type: Full Time / Permanent
Work Authorization: No C2C or Sponsorship
The A.C.Coy Company has an immediate opening to direct hire Help Desk Tech will provide a positive experience to through evaluating users’ problems, determine if the problems are user, software, or equipment related. Resolve common issues or escalate to the appropriate IT area/individual for problem resolution if necessary. The Help Desk Tech will record, track, each ticket in the appropriate database. Additional responsibilities include creating and revising SOP’s, and new hire training.
********Onsite only*******
Education: High School Diploma or equivalent
Experience Minimum of 1-year experience working with Microsoft applications (ex. Word, Excel, Access, PowerPoint)
Desired: Associates’ degree in Information Systems / Computer Science or equivalent technical training
Desired: A , Network , MCDST or comparable MCP certification