Helpdesk Supervisor

Job Description

This position will act as the primary point of escalation for helpdesk staff. This position will provide tier 2/3 computer support and assist Unitek employees with computer software, hardware or system problems. The position works with and supervises a team of helpdesk staff that ensures that system hardware, operating systems, software systems, and related procedures adhere to organizational standards. The helpdesk supervisor will also ensure that helpdesk staff adhere to ticket first response and SLA requirements.

The Helpdesk personnel's essential duties will include but not limited to:

Supervising helpdesk staff and the ticketing system

Preparing equipment for new hires

Answering technical questions other helpdesk staff and employees may have and resolving problems via telephone, e-mail, or in person

Ensuring that helpdesk staff properly update and secure company computers

Maintaining, installing, and modifying operating systems and software programs, such as virus protection and word processing printers. Ensuring that all update and install packages are up to date.

Coordinating with co-workers to determine how request orders will be assigned and/or advising workers to ensure all repairs are properly completed

Preparing recommendations on software or hardware programs and developing user manuals

Additional tasks as assigned.

Salary starting at $70k