Job Description

The Helpdesk Supervisor will provide IT technical and customer support to all end users of Legacy Community Health Services in a helpdesk setting.

Duties include documenting, tracking, and monitoring issues and request to ensure appropriate assignments to technical experts.

The position will also handle tier III escalations to ensure complete customer satisfaction, while maintaining service levels.

Other duties for the Supervisor include, but are not limited to, performance improvement activities, supervising staff, and actively participating as a member of department management to achieve operational goals.

The end goal is to facilitate efficient patient care by enabling the organization with excellent IT Support

Essential Functions

• Leads incident management tracking, trending, and adherence to established Service Level Agreements (SLA’s)
• Supervise a variety of Help Desk functions to ensure effective and accurate completion of customer help desk requests
• Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner
• Continual assessment of agent productivity and call activity in order to ensure maximum performance and support department service standards to the fullest extent
• Provides advanced level technical support to tier III related issues while continuously demonstrating excellent customer service skills
• Identifies opportunities for process improvements and implement changes to improve efficiency and effectiveness of the Help desk
• Leads a team of employees in providing software training and subject matter expertise in Windows, Microsoft 365, Acrobat, and other applications
• Provides Help desk reports on a weekly / monthly basis in the ServiceNow ticketing system
• Assumes the responsibility of publishing valued knowledge articles for both internal and external customers
• Creates and maintains ServiceNow knowledge database to ensure contents are relevant and up to date
• Provides reporting (AHT, abandoned rate, ASA, AQT, etc.) on a weekly / monthly basis in Five9 cloud contact center solution
• Assumes the role of a ticket manager to triage tickets in a timely
• Demonstrates leadership skills to cultivate overall Help desk technical skills
• Oversees Help Desk team scheduling and time approvals
• Assists in interviews with Help Desk hiring
• Reviews helpdesk tickets for quality check and provide feedback accordingly
• Communicates anomalies or issues that require escalation to the Desktop Support Lead and Director IT Support Services
• Manages the process for communicating outage / emergency activities to the organization
• Other duties as assigned

Required Education, Certifications, Licenses, & Training (minimum requirements)

High school diploma or GED

Required Years of Experience (minimum requirements)

• Two (2) years of supervisory / team lead Help Desk / Service Desk experience
• Two (2) years of Active Directory & Azure Active Directory experience
• Four (4) years of working in a Help Desk / Service Desk environment
• Five (5) years of supporting a ITSM ticketing system (ServiceNow, Salesforce, etc.)

Required Knowledge, Skills, and / or Abilities (minimum requirements)

• Excellent written and verbal communication skills
• Ability to manage multiple tasks and deadlines in a fast-paced environment
• Independent, self-starter, team player with a positive attitude

Ability to supervise direct reports

Desirable Knowledge, Skills, and / or Abilities

• Associates Degree in Information Systems or related field
• Eight (8) years of working in Information Technology field
• Strong knowledge of computer hardware and software, including Microsoft 365, printer management, and Windows Operating Systems required
• Health care industry experience
• Five9 Cloud Contact Center application experience
• A+ certification
• ITIL Foundation certification (v3 minimum)
• HDI Support Center Team Lead certification

Benefits

As part of values that Healthcare is a Right and not a Privilege, we offer a suite of benefits

• Medical / Vision / Dental (Costs of benefits are based on your yearly salary ) Medical visit copays are waived when seeing a Legacy provider.
• 9 Holiday + 1 Floating Holiday
• 403b Retirement Plan
• Bright Horizons Back-up Care As a user of Bright Horizons Back-Up Care, you can conveniently schedule care right from your mobile device with the Back-Up Care app your easy, time-saving solution to managing family care challenges while on the go.
• Paid Time Off (PTO) PTO Exchange benefit

PTO Exchange will provide you with the option to convert a portion of your accrued but unused PTO hours for use toward several different benefits and causes, based on your own priorities.

With PTO Exchange, you can convert a portion of your unused PTO into :

• 403(b) Retirement contributions
• Student loan payments / Tuition for the employee
• Leave Sharing donations to fellow employees

Description

Essential Job Functions

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.

Resolves and / or refers more complex technical problems through a defined escalation process.

• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Other Qualifications

• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Ability to work in a team environment

Work Environment

• Office environment
• May require shift work
• Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage;

employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off; and much more.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation / gender identity, age or genetic information.

DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters .

To access the postings in the link below, select your state to view all applicable federal, state and locality postings.

Postings are available in English, and in Spanish, where required. View postings below.

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via.

Please note : DXC will respond only to requests for accommodations due to a disability.

Description

Essential Job Functions

• Answers help desk telephones for assigned account(s) and responds to customer inquiries to ensure customer needs are met.
• Assists customers in resolving technical problems on assigned by providing guidance regarding software and hardware problems.

Resolves and / or refers more complex technical problems through a defined escalation process.

• Follows up with customers to ensure that their inquiries are resolved within the contracted or agreed upon time frame.
• Logs and tracks inquiries using a problem management database and maintains history records and related problem documentation.
• Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately.

Basic Qualifications

• High school diploma or G.E.D.
• One or more years of technical training in computer support preferred
• Two or more years of technical or customer support experience
• Experience working with company products and operating systems
• Experience with solving computer related problems
• Experience working with company escalation policy

Other Qualifications

• Interpersonal skills to interact with customers and team members
• Good communication skills
• Organization skills to balance and prioritize work
• Analytical and problem solving skills
• Ability to work in a team environment

Work Environment

• Office environment
• May require shift work
• Full-time hires are eligible to participate in the DXC benefit program. DXC offers a comprehensive, flexible, and competitive benefits program which includes, but is not limited to, health, dental, and vision insurance coverage;

employee wellness; life and disability insurance; a retirement savings plan, paid holidays, paid time off; and much more.

If you are an applicant from the United States, Guam, or Puerto Rico

DXC Technology is an . All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation / gender identity, age or genetic information.

DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. View postings below.

We participate in E-Verify. In addition to the posters already identified, DXC provides access to prospective employees for the Federal Minimum Wage Poster, Federal Polygraph Protection Act Poster as well as any state or locality specific applicant posters .

To access the postings in the link below, select your state to view all applicable federal, state and locality postings.

Postings are available in English, and in Spanish, where required. View postings below.

Disability Accommodations

If you are an individual with a disability, a disabled veteran, or a wounded warrior and you are unable or limited in your ability to access or use this site as a result of your disability, you may request a reasonable accommodation by contacting us via.

Please note : DXC will respond only to requests for accommodations due to a disability.

Job Description :

Arthur Lawrence is urgently looking for Technical / Help Desk Support for a client in Houston, TX. Kindly review the job requirements below.

Your immediate application will enable us to place you successfully.

Must-Have :

• 2 years of experience in Technical / Help Desk Support
• Skilled in Linux and have excellent communication skills
• Skilled in the Ticketing system

Nice to Have

Trainee or doing an Internship

About Us :

Arthur Lawrence is a management and technology consulting firm providing enterprise-wide business transformation and business applications implementation services.

Our in-depth technical knowledge and broad experience of working with world-class companies enables organizations to leverage our capabilities in developing winning strategies and cost-effective solutions.

We are an UN Women Empowerment Principal Signatory and are certified from National Minority Supplier Development Council.

Acknowledgements from Industry Peers :

• Winner of Entrepreneur 360 Award (2019).
• IAOP Award; Ranked in top 100 internationally.
• Arthur Lawrence ranked within the Inc 5000 twice in 2016 and 2017 as one of the fastest. Growing companies of America.
• Named one of the top ten fastest growing businesses in Houston in 2016.
• Ranked 25th in the HBJ s Fast 100 Private Companies Award in 2017.

Our Seven Pillars :

We rely on the seven core values that we believe enable us to deliver quality for our consultants and clients : Education, Integrity, Value Creation, Collaboration, Best Client, Best People and Stewardship

Through strict adherence to these core values, we have achieved success beyond all documented forecasts and anticipation

Position Summary The IT Supervisor (AKA : Manager of Client Support Services ) plays a critical role in ensuring the quality and experience of service that we provide to our managed services customers.

S / he provides leadership to a team of Consultants and directs managed services best practices that are efficient, effective and meet good business principles.

In collaboration with Centre’s Director of Managed Services, this individual determines the appropriate team skills, processes, resources and tools necessary and is accountable for the quality of our Managed Services delivery team’s work.

S / he also drive continuous improvement to the quality of services and innovative delivery models. S / he also serves as a key member of the Centre Management Team and is expected to facilitate overall business planning, prioritization and collaboration.

To be considered for this position, all applicants must complete the following assessment : Manager of Client Support Services Essential Duties and Responsibilities Benchmark, analyze, report on, and make recommendations for the improvement and growth of the Managed Services infrastructure and systems.

Manage financial aspects of the Managed Services Department, including purchasing, budgeting, and budget review. Service Desk and Operations delivery methodology innovation leveraging social, self-service and other automated ways to provide highly responsive managed services.

Provide evidence or proof of process and methodology via customer documentation and auditable standards. Develop and maintain monthly and quarterly Service Desk and Operations business and performance review meeting templates.

Manage the deployment, monitoring, maintenance, development, upgrade, and support of all Managed Services systems, including servers, PCs, operating systems, hardware, software, and peripherals.

Ownership and continuous improvement of Centre’s Managed Services delivery toolset. Develop and maintain Managed Services billing processes.

Maintain repository of Centre’s Managed Services guidelines, processes and templates. Responsible for driving new and existing business and assisting with presales opportunities.

Responsible for maintaining Quality, Security, Compliance, and Assurance for all Managed Services clients. Responsible for complete onboarding process for all net new clients.

Manage Managed Services staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions.

Encourage and maintain proactive client management. Ticket Escalation & Critical Issue Management. Maintain and exceed client SLA’s.

Communicate with all parties in a constructive manner to guarantee customer expectations are met. Ensure communication of escalated issues to customers : keep them informed of progress, and notify them of impending changes or agreed outages, etc.

Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests. Assist the managed services team in design and development tasks.

Review and approve the managed services team’s time and expenses sheets in ConnectWise Enter all work as activities, service tickets, or project tickets into ConnectWise.

Education / Experience / Certifications Bachelor’s Degree required 5+ years hands-on leadership experience Must possess excellent knowledge and experience using Microsoft Word, Microsoft Office, Excel, and Access Windows 8 / 10 Windows Server 2012 / 2016 Microsoft Windows Administration tools (AD Users and Computers, DHCP, DNS, Group Policy, Sites and Services, etc.

Microsoft Active Directory (Architect, Implementations, Migrations) Microsoft Exchange (Architect, Implementations, Migrations) Citrix Technologies (Architect, Implementations, Migrations) XenServer XenApp XenDesktop Web Interface Secure / Access Gateway NetScaler & WANScaler Backup / DR strategies (Architect, Implementation and Administration) Systems Upgrades including security patch management Monitoring of system utilization and application performance Understanding of network infrastructures and troubleshooting various networking protocols including but not limited to TCP / IP, DNS, DHCP, etc.

Experience with various network hardware systems such as but not limited to Cisco Switches, Cisco ASA,HP ProCurve, Sonicwall, Fortegate Experience with various Enterprise level server hardware such as but not limited to Dell PowerEdge servers, HP ProLiant Blade servers, Cisco UCS servers, etc Experience with Enterprise Storage solutions such as but not limited to ExaGrid, Compellent Work Environment and Physical Demands Work primarily in a climate controlled environment with minimal safety / health hazard potential.

Occasional lifting (up to 10 pounds and occasionally lift and / or move up to 50 pounds) may be required Reasonable accommodations can be made to enable individuals with disabilities / injuries to perform the essential functions of this role.

The noise level in the work environment is moderate. Some regional travel and frequent local travel required. Powered by JazzHR