IT Help Desk Supervisor (Boise)

Founded in 1948, Norco is headquartered in Boise, Idaho and has more than 70 branches in Idaho, Montana, Oregon, Nevada, Washington, Utah and Wyoming. As a family and employee owned company we operate the nation's largest independent gas manufacturer/distributor of welding, safety, medical equipment and supplies. Norco is proud to be among the thousands of privately-owned businesses nationwide that offer their employees a meaningful stake in the business through employee stock ownership (ESOP).

The primary duty of each employee is to serve, grow, enhance, and protect Norco business. All Norco employee owners have a stake in the performance of the company and stand to benefit directly from the company’s growth and profitability. Every employee is required to be efficient, ethical, and professional in conduct and dress and to work as part of a team with a positive attitude and respect for coworkers, customers, and vendor partners.

Job Description

Norco is currently seeking an individual to fill our IT Help Desk Supervisor position. The Norco IT Help Desk Supervisor is responsible for overseeing the day-to-day functions of the Norco IT Help Desk team members. Providing best-in-class customer service to our internal customers is the top priority of our IT Team. The IT Help Desk Supervisor will manage the team based upon Key Performance Indicators and Service Level Agreements. And those tasks assigned by the Director of Information Technology.

Manage daily operations of Norco’s IT Help Desk.

Work with the Director of IT to develop Service Level Agreements (SLAs) and establish problem resolution expectations and time-frames.

Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.

Analyze performance of the Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.

Plan and conduct performance appraisals of Service Desk staff, administer disciplinary action.

Perform implementation and system management of tools to provide adequate IT system monitoring.

Develop, Participate, and Manage change management and disaster recovery processes.

Manage and communicate high severity issues through resolution, providing accurate and timely status reports to management.

Manage the processing of incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues.

Develop and enforce escalation policies and procedures.

Track and analyze trends in Service Desk requests and generate statistical reports.

Assess need for any system re-configurations (minor or significant) and make recommendations to Systems Engineers and Director.

Identify, recommend, develop and implement end user training programs to increase computer literacy and self-sufficiency.

Oversee development and communication of a knowledge base, usage guides and FAQs for end users.

Oversee the development, implementation and administration of service desk staff training procedures and policies.

Train, coach and mentor Service Desk Agents.

Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.

Monitor incident trends and anticipate potential problems for proactive resolution.

Monitor projects for complete time/note entries, out-of-scope requests, and/or follow-up issues that arise.

Obtains certifications and additional training as deemed necessary by the company.

Travels to all Company locations and other sites, as needed.

Attends IT Department meetings, company staff meetings, and IT-related conferences.

Other duties as assigned by the Director, consistent with the Company’s goals and strategic plans.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

At least 2 years of relevant experience

Experience at an MSP or a technology services firm

Excellent listening, written and verbal communication skills, including the ability to explain complex technology in a manner that is understandable to others

Must have strong initiative and ability to work effectively to manage their department's workload

Possess a genuine desire to help

Takes ownership of all tasks and is committed to high quality results

Ability to multi-task and adapt to changes quickly

This position requires the ability to remain calm when under pressure

Willingness to develop and train in related subject matters

Resourcefulness and problem-solving aptitude

Experience or working knowledge of the following;

Computer architecture and concepts

Computer hardware installation and configuration

Computer component installation and configuration

Computer peripheral installation and configuration

Microsoft Operating Systems

Microsoft Applications Software

Microsoft Networking

Network architecture and concepts

Accurately enter data into computer and acquire a working knowledge of any software applications applicable to the position

Perform basic mathematics calculations

Read reports, computer screens, etc.

Sit or kneel for extended periods of time

Highly motivated

Good organizational skills

Leadership Responsibilities include, but are not limited to:

Embraces and performs in the spirit of the Company’s core values and goals.

Consistently serves team member’s needs in a prompt and professional manner.

Creates personal interaction with team members to develop lasting relationships.

Is pro-active in identifying and analyzing problems and providing solutions.

Responds timely and professionally to team members.

Performs in accordance with the Company’s policies and procedures.

Responds positively and is open to ideas, changes and constructive criticism.

Works cooperatively with and fosters professional, respectful relationships with all Norco locations and corporate employees.

Assesses and actively responds to daily needs of the business.

Responds to leadership positively, makes suggested changes and buys in to team spirit.

Machines Operated:

Computers (Desktops, Laptops, Thin Clients)

Wireless equipment

Mobile devices (Handhelds, Tablets, Cell Phones, etc)

Networking equipment

Small hand tools

Education or Experience Required:

High school graduate or equivalent, college degree preferred - 4 year degree (related or non-related field) or Associates in computer related field, or 2 year certification

License or Certificate Required:

MCSE or MCP helpful

A+ Certification helpful

Additional information

Norco offers a competitive compensation/benefit package, including:

Employee Stock Ownership Plan (ESOP)

Health, Vision and Dental Insurance

Health Savings Account (HSA)

Medical and Dependent Care Flex Accounts (FSA)

Life Insurance provided at no cost to employee by Norco through GAWDA

Supplemental Accident, Disease, and Life Insurance through Colonial Life Insurance

Employee Tuition Reimbursement

401(k) with Employer Matching

Wellness Program

Employee Discount on products sold by Norco

Interested individuals must apply online at https://smrtr.io/44KWj

Norco, Inc is an Equal Opportunity/Affirmative Action Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.