Help Desk Supervisor
Duties and Responsibilities :
- Establish guidelines and procedures for efficiently addressing infrastructure issues assigned to System Administrators and Help Desk Analysts.
- Supervise System Administrators and Help Desk Analysts in day-to-day activities. Ensure the team is closing out help desk tickets promptly and completely.
- Mentor, coach, and lead the System Administrators / Help Desk Team. Perform semi-annual performance reviews.
- Analyze trends with appropriate metrics and key performance indicators to help IS team be more proactive and less reactive.
- Develop and enhance troubleshooting techniques so that issues are resolved quickly.
- Responsible for ensuring effective communication and ticket status / updates are made timely.
- Effective troubleshooting to encompass PCs, Printers, Tablets, MS Office, and other related hardware / software business tools.
- Monitor and maintain software and equipment to maximize availability.
- Work with other IS technical team members to ensure timely project and initiative completion.
- Address incoming requests / issues from business users of a more complex nature.
- Work cross-functionally with other teams to address problems that require more experience than is available on the team.
- Follow up with customers on the timeliness and quality of support calls.
- Help identify and implement new and innovative solutions for customers.
- Document all pertinent user information and the nature of the problem or issue as developed in Help Desk procedures.
- Build a rapport and elicit problem details from CHG technology customers.
- Process, maintain, and track end-user system access permission forms. Assist end users with questions about system access, passwords, and security policies and procedures.
- Prioritize help queue based on business production issues and make assignments of tickets to team members based on timing and ability.
- Follows up on open tickets and escalates when required.
- Identify and support IS team cross-training when and where appropriate to build bench strength.
- Administer, install, and proactively maintain server software such as MSCCM, MS Forefront, and Identify Management.
- Administer and maintain end-user system accounts, permissions, and access rights.
- Identify and learn appropriate software and hardware used and supported by the organization.
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
- Maintain inventory control of technology equipment.
- Maintain the help ticketing knowledge base.
- Pursue training and educational opportunities.
- Research and study trends, market shifts, and news related to our business and technology.
- Expand knowledge of the business in general and understand the company's concerns not necessarily related to IS.
Minimum Job Requirements :
Education / Certifications :
- An IS / IT-related Associate’s or Bachelor’s degree from an accredited university is preferred.
- Extensive direct and relevant work experience may be substituted for degree requirements.
- Must possess and maintain a valid driver’s license.
Experience :
- Certification in at least one technical area (A+, Network+ or MCP); degree can be substituted
- 6+ years of experience in a mid to high-volume, technically complex support role.
- 5+ years of trouble IS infrastructure issues of a more complex nature.
- 5+ years leading a help desk support function for a mid to large organization.
- 4+ years of experience with Windows and Microsoft Office applications
- 3+ years of experience in user password management and administration within Windows AD
- Solid knowledge of desktop and laptop computing hardware.
- Experience with LAN WAN implementations and troubleshooting.
- Experience with e-mail systems in particular Outlook / Exchange.
- With remote communications and troubleshooting tools.
Knowledge, Skills, and Abilities :
- Ability to work with all levels of the organization.
- Lead and inspire other members of the infrastructure team.
- Excellent written and oral communication skills.
- Willingness to take the initiative and to follow through on projects.
- Excellent software and hardware troubleshooting skills
- Ability to work effectively with diverse groups of associates and consultants ranging from entry-level to executive-level positions.
- Analyze and resolve complex software problems with effective solutions.
- Research independently and pursue self-educational opportunities
- Manage multiple tasks, often with competing deadlines.
- Work independently and in a team environment.
- Project a professional image both over the phone and in person.
- May travel up to 10% of the time both domestically and internationally.
Supervisory Responsibilities :
- Supervise IS System Administrators and Help Desk Analysts.
- Supervise the work assigned to outside contractors.
- Mentor, coach, and inspire the System Administrator / Help Desk Team.
- Perform semi-annual performance evaluations and reviews.
Working Conditions and Physical Effort :
- Work involves light exposure to unusual elements, such as dirt, dust, fumes, extreme temperatures, humidity, darkness, and / or noise.
- The work environment involves light exposure to physical risks, such as working around mechanical, chemical, and electrical hazards.
- Light physical effort is required, such as standing, sitting, and walking in and around the office; reaching, climbing, and kneeling as needed;
utilizing fine dexterity, the ability to see, hear, and communicate with associates and others through professional etiquette.
Personal protective equipment, as defined by C.H. Guenther and Sons, will be provided.
Expectations :
- Must be self-motivated and willing to take on new challenges while working creatively to deliver results.
- Lead infrastructure IS System Administrators and IS Help Desk Analysts to promptly complete work and resolve issues.
- Must be able to work well in a team environment.
- Will demonstrate, promote and exemplify the Company’s Core Values in People, Quality, and Growth.
We are proud to offer competitive compensation and benefit programs that include medical, dental, vision, flexible savings account, health savings account, 401K matching savings plan, employee assistance program, wellness programs, life insurance, AD&D insurance, disability insurance, tuition reimbursement, student loan counseling, employee referral program, paid time off, and more!
C.H. Guenther & Son and its subsidiaries are E-Verify participating employers.
All offers of employment are contingent upon successful completion of the pre-employment screening process which includes a drug screen and review of criminal background and other records as required.
AA / EEO / Drug-Free Employer
Sanitation
Cleans heavy equipment including but not limited to Belts, Rollers, oven, conveyors, processing tables, slicers and packaging equipment.
Conduct pre-start sanitation inspection per instructions and record results.
Verify that all equipment is cleaned and all cleaning material removed from the floor.
Sweeps, scrubs, waxes, spray washes and polishes floors
Cleans rooms, hallways, rest rooms, corridors, stairways and locker rooms and other related areas.
Follow All GMP's Food Safety policies and procedures
Cleans heavy equipment including but not limited to Belts, Rollers, oven, conveyors, processing tables, slicers and packaging equipment.
Conduct pre-start sanitation inspection per instructions and record results.
Verify that all equipment is cleaned and all cleaning material removed from the floor.
Sweeps, scrubs, waxes, spray washes and polishes floors
Cleans rooms, hallways, rest rooms, corridors, stairways and locker rooms and other related areas.
Follow All GMP's Food Safety policies and procedures
We are proud to offer competitive compensation and benefit programs that include medical, dental, vision, flexible savings account, health savings account, 401K matching savings plan, employee assistance program, wellness programs, life insurance, AD&D insurance, disability insurance, tuition reimbursement, student loan counseling, employee referral program, paid time off, and more!
C.H. Guenther & Son and its subsidiaries are E-Verify participating employers.
AA / EEO / Drug-Free Employer