Helpdesk Manager

HELPDESK MANAGER

SUMMARY: Performs work installing, troubleshooting, servicing, and upgrading network and computer software and hardware, and provides support to staff.

RESPONSIBILITIES:

• Manage and evaluate the data from the ticketing system
• Manage level 1/2 ticket requests in the IT ticket system (Fresh Service)
• Manage unassigned tickets and workflow
• Monitor IT requests and use trends to improve service
• Support all hardware, including installation, troubleshooting, upgrading, and servicing of computers, printers, scanners, network equipment, and security video equipment
• Setup new network and computer equipment following organization standard procedures
• Provide staff support by phone, remotely, and/or on-site
• Deliver computer equipment or supplies to various sites
• Coordinate with vendors and outside consultants as necessary

EXPERIENCE, EDUCATION AND ESSENTIAL JOB REQUIREMENTS:

• Education: Associate's Degree in Computer Science or technical-related discipline
• Experience: At least two years of computer and network support
• Required Skills: Knowledge of Windows OS, Chrome OS, MS Office Suites, Office 365
• Fundamental understanding of network infrastructure (switches, hubs, routers, firewalls, etc.) - CISCO/Meraki a plus
• Excellent customer service, interpersonal, organizational, and communication skills
• Must enjoy solving a wide variety of problems continually
• Must be able to work independently
• Must have a Driver s License and car