RC Solutions

Help Desk Supervisor
Location: East Bradenton, FL

PreciseSource, a national search firm, is recruiting for a Help Desk Supervisor to join our client, local to the east Bradenton area right off of I-75. The role is an onsite Monday through Friday schedule. The Help Desk Supervisor will report to the Help Desk Manager and assist with managing the Help Desk team. The Help Desk team provides technical support to all associates for computers, mobile devices, associated peripherals and networks via phone, Microsoft Teams, email or in person. Responsibilities include providing leadership, mentoring the team, and managing escalation of complex issues. Microsoft experience is a must including Windows 10, O365, etc. This is a permanent full-time position offering a competitive base salary, full benefits, stable work environment and career growth. Local candidates preferred as no relocation assistance is available.

Key Responsibilities:

• Monitoring the Help Desk ticket queue. Assigning tickets as needed and facilitating the timely and accurate resolution of issues. Keeping track of metrics to ensure progress.
• Assisting the Manager with ensuring support coverage is appropriate for supporting all company team members.
• Ensuring the processes for onboarding and termination work smoothly and provide good experiences for all associates. Ensuring a timely and efficient device build process and QA.
• Providing feedback to the Manager in evaluating the team’s performance. Teaching team members to improve their skills and facilitate their training.
• Supporting all associates, including executives, in the use of computers, software, and technology in general.
• Working with 3rd party vendors for purchasing, support and deployment needs. Providing input regarding software and hardware purchases. Providing recommendations for adoption of best-in-class tools.
• Troubleshooting and resolving more complex and time-consuming hardware and application incidents.
• Working with the Manager to escalate tickets that require additional support from the development or infrastructure teams.
• Deploying software updates to devices as approved; verifying the licensing requirements and confirming prerequisites are in place. Verifying that software installation is successful, and that the software is functional.
• Maintaining advanced knowledge of software delivery tools and assisting with creating desktop standards.
• Ensuring high levels of customer satisfaction by setting service standards, resolving escalated issues, and promoting a customer-centric approach

Qualifications & Skills:

• Associates degree or appropriate combination of education and related experience preferred
• 5+ years Help Desk experience or Call Center Support for all Windows-based systems
• Strong competency in front-line PC support, including the ability to handle inbound phone requests through troubleshooting and resolution
• Expert knowledge of desktop software, Windows 10, Microsoft Office Suite, experience with ticketing software, Anti-Virus, Adobe Acrobat, and Printing.
• Familiarity with Microsoft Intune, and Autopilot is preferred.
• Ability to support Office 365, Azure Active Directory Services, Exchange, SharePoint, OneDrive, Teams.
• In-depth knowledge of iOS and Android configuration
• Understanding of TCP/IP, DNS, and LAN/WAN

Job Type: Full-time

Base Pay: $75,000.00 - $95,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience:

• windows-based systems: 5 years (Preferred)
• Help desk: 5 years (Preferred)
• people management: 1 year (Preferred)

Work Location: In person