Desktop Support Manager

posted:
Location
Kalispell, Montana
Industry
Information Technology (Computer and Mathematical Occupations)
Job Type
Temp to Perm
Working Hours
8:00 AM - 5:00 PM
Salary
US$ 56,000 - US$ 86,000 per year
Ref. Number
S_68112
Contact
Nikki Demars, Spherion
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Job Description

Lead the Desktop Support team by coaching, expectation setting via statistical analysis and leading by example in providing the highest-level of customer service and technical support to the staff of the Company. Responsible for all aspects of the help desk, customer support and inventory management of IT.



Position Requirements:


Required Education and Experience:

Responsibilities:
-Review performance metrics and establish/maintain a culture of continuous improvement and customer service excellence
-Provide motivational leadership to the Desktop Support Team by developing and providing opportunities for growth to all staff
-Provide an expert level of support for both staff and end users by working and managing support tickets and queues
-Supervise, coordinate, manage and monitor the work of the Desktop Support Staff
-Create, own and maintain Desktop Support procedures, FAQs and technical documentation
-Provide one on one training with staff to ensure proper system knowledge and communication effectiveness
-Provide support to other IT teams in the form of performing daily tasks and any other assistance as needed
-Ensure that all appropriate workstations and applications are available for staff
-Maintain appropriate levels of inventory for workstations, peripherals and consumables
-Manage all new PC builds/rebuild and OS upgrades in accordance to the end point replacement policies within the organization
-Ensure all applicable help desk tickets are responded to quickly by support staff
-Ensure all software is installed and configured in line with current security objectives
-Works with Security Specialist to ensure that systems are secured
-Setup, manage, and delete employee user accounts for Active Directory and other applications

Working hours: 8:00 AM - 5:00 PM

Skills:
-Superior and demonstrable customer service skills
-Ability to handle and prioritize multiple issues in a fast paced work environment
-Proven ability to triage and prioritize multiple technical support issues
-Ability to interpret complex technical jargon into simpler terms for non-IT staff
-Intermediate experience with scripting languages
-Intermediate experience securing networks, workstations, and servers
-Intermediate experience with VOIP systems, TCP/IP networking
-Advanced experience with supporting Microsoft Windows desktop operating systems
-Advanced experience with DNS and DHCP
-Maintain strict confidentiality with member data
-Excellent organizational and follow-through skills
-Participate in on call support rotation as needed

Education:
Associate

Experience:
4-7 years

Qualifications:
-College degree in IT or sufficient and related work experience
-4+ years of desktop support experience
-Previous management experience preferred
-Previous credit union or banking core software experience preferred
-Previous Symitar Episys experience preferred


Apply online at www.spherion.com/apply/75034

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. No one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Sexual Orientation, Gender Identity, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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