IT Support Supervisor

Description: Great Benefits

Medical

Dental

Vision

401K with a match

28 paid days off including company holidays

5 different Flexible Spending account options

New Era Technology is a global technology solutions provider with 4,500+ employees and offices around the world. New Era offers Cloud, Managed, Professional, and Security services, and delivers Collaboration, Data Networking, Digital Transformation, and Physical & Life Safety solutions to more than 14,500 customers worldwide.

We are looking for team members to contribute to and deliver our mission: To deliver and support technology solutions that securely connect people, places, and information. New Era Technology is a community of like-minded, like-hearted people who share the same vision and values.

Work alongside the finest team of highly skilled and industry-certified professionals who are encouraged to drive change and think outside of the box. As a team member, you will receive competitive benefits, industry training, and certifications. New Era Technology empowers businesses to embrace the future workplace. As customers shift their perspectives on where and how work happens, we are there to meet them with flexible, resilient, and productive solutions.

New Era Technology provides a team-oriented culture, a positive environment filled with an incredible staff, and a genuine passion for providing the best service to our customers worldwide. We believe that investing in our employees is the key to professional growth, delivering exceptional experiences for our customers, and setting the standard for excellence in our field.

We offer a growth-orientated, high-tech environment for employees. Along with our many benefits, you can expect a corporate culture that promotes personal and professional development. Our customer-focused teams are built on our core values: Community, Integrity, Agile, and Committed.

Requirements: SUMMARY: The IT Support Supervisor is responsible for managing a team of Support Specialists. This

is a working manager role, where you will handle some of the ticket load while managing the team in

their responsibilities. The team is responsible for resolving support requests as well as meeting

customer satisfaction and continuous service delivery demands. IT Support Staff work in a dynamic,

fast-paced environment that provides services over the phone, through e-mail, in person, and self

service.

PRIMARY DUTIES:

Approve time cards, time off, and other managerial requests

Heading up hiring and terminating staff as necessary

Conduct bi-annual reviews of all staff

Assist internal users with IT related incidents via the ticketing system

Accurately record, update, and document requests using the IT ticketing system

User management in active directory, Office 365, and Azure

User onboarding/offboarding tasks

Creating security badges and fobs

User desk set-up/tear down/transfer

Asset tracking/disposal

Build/maintain a knowledge base

Receiving inventory

Preparing inventory for shipping to remote users/sites

Assist in developing new deployment procedures and documentation/manuals

Diagnose and resolve software and hardware incidents, including operating systems and enterprise applications utilizing our RMM resources

Install and configure new IT equipment using Intune/SCCM

Resolve incidents with office equipment (copiers, printers, etc.)

COMPETENCIES:

Strong background in quality customer service.

Ability to maintain composure under pressure and handle multiple tasks at a time.

Strong organizational skills

Maintain excellent verbal communication skills

Exhibit problem-solving and multi-tasking skills

Communicate effective with technical and non-technical colleagues at all levels

Excellent IT skills and computer literacy

REQUIRED EDUCATION & EXPERIENCE:

Associates or bachelor's degree in Computer Science or relevant field preferred

1-2 years in supporting a team of a desktop support specialist, technical support or similar role preferred

Windows Operating Systems experience required

Microsoft Active Directory and Office 365 Admin Center experience required

Other Microsoft Server Tools (DHCP, DNS, Group Policy, etc.) preferred

Cloud Platforms (Azure, Intune) preferred

Proven familiarity with remote hardware/software troubleshooting techniques required

Working knowledge of office automation products and computer peripherals (ex: printers and scanners)

Knowledge of network security practices and anti-virus programs

Willing to attend internal and external training as necessary to keep up to date with the latest technology and internal system processes

Comfortable working in and assisting others via phone, email, ticketing software or chat.

LANGUAGE SKILLS: English

PHYSICAL DEMANDS:

Regularly spend long hours sitting and using office equipment and computers

Regularly move from sitting to standing positions effortlessly

Regularly use hands and fingers to handle, control or feel objects

Regularly see details of objects that are less than a few feet away

Regularly speak clearly so listeners can understand

Regularly understand the speech of another person

Frequently work on projects that require deadlines

EXPECTED HOURS OF WORK: Business hours are Monday through Friday 8:00 AM to 5:00 PM. However, required work hours may vary depending on business needs. Overtime is possible

TRAVEL: 5% travel may be required to other New Era locations or training facilities

QUALIFICATIONS: To perform the job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above 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.

PM21

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