26 Jul
Technical Support Supervisor
Pennsylvania, Lowerpaxtontownship , 17109 Lowerpaxtontownship USA

Vacancy expired!

Please, no third parties. Permanent residents only. This is an onsite job in Harrisburg, PA and there is no relocation assistance available.

Main Duties & Responsibilities:- Supervise support staff and offer assistance to computer system users.- Track all instances of support by creating and managing IT tickets using ticket-tracking software.- Update and monitor the status of each ticket as users report issues.- Provide onsite and remote users with technical support, including troubleshooting assistance and problem resolution for PCs (laptops and desktops), printers and other peripherals, PC and server applications, databases, mobile devices, VoIP phones, photocopiers, and remote access.- Purchase desktop hardware, installing software, configuring and setting up PCs, installing and setting-up printers and other peripherals as necessary.- Achieves departmental objectives by gathering pertinent data; identifying and evaluating options; recommending a course of action.- Confirm program objectives and specifications by testing new programs; comparing programs with established standards; making modifications.- Improve existing programs by reviewing objectives and specifications; evaluating proposed changes; recommending changes; making modifications.- Evaluate vendor-supplied software by studying user objectives; testing software compatibility with existing hardware and programs.- Level 1 and Level 2 Support for problems identified with systems and network.- Participate in technical research and solution development to increase efficiency, maximize reliability and promote innovation.- Maximize use of hardware and software by training users; interpreting instructions; answering questions.- Maintain system capability by testing computer components.- Prepare reference for users by writing operating instructions.- Maintain historical records by documenting hardware and software changes and revisions.- Maintain client confidence and protects operations by keeping information confidential.- Contribute to team effort by accomplishing related results as needed.- Analyze and solve escalated issues with IT hardware and software.- Document and advise users on optimal use of technical resources.- Log all service interactions and document resolutions.- Prioritize support requests to achieve company objectives, escalate critical requests when appropriate.- Apply permissions to network directories according to company policies.- Leverage resources to meet objectives.- Utilize opportunities to learn new skills and technologies.- Excellent communication and problem-solving skills combined with strong customer service focus.- Participate in after-hours upgrades, troubleshooting, and/or on-call availability as needed.- Other duties as assigned and/or required.

Skills & Requirements:- 5+ years of experience in customer service operations and/or technical support.- 1+ years of supervisory experience, preferably in a Technical Support Supervisor role with proven ability to work effectively with employees at all levels in the organization.- Bachelors Degree in IS, CS or related field is preferred.- Industry certifications are preferred (CompTIA A+, Network+, Security+, MCP, etc.).- Experience and expertise in core technology products such as operating systems, hardware, mobile device management & troubleshooting, email & spam filtering, copiers & printers, mobile devices, etc.- Experience with core Microsoft Enterprise Products including; Windows 7 & 10 Pro and Office 365.- Theoretical and practical knowledge of Domain Management; Group Policy, Active Directory, DNS, WDS, etc.- Experience with Hyper-V & VMware Desktop Virtualization or another virtualization technology.- Having a working knowledge of common information technologies and systems.- Ability to read and interpret documents such as contracts, procedures, instructions, MSDS forms and safety manuals.- Excellent communication and problem-solving skills combined with strong customer service focus.- Ability to multi-task, making progress on multiple projects simultaneously and providing support as needed.- Ability to lift and move objects weighing up to 50 lbs. tags: technical support supervisor, technical support manager, technical support lead, supervisor, technical support, manager, technical support, manager of technical support, tech support supervisor, tech support manager, tech support lead, supervisor, tech support, manager, tech support, manager of tech support

Vacancy expired!

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