IT Help Desk Supervisor (Boise)
Vacancy expired!
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.
Vacancy expired!