IS Supervisor

TopSource is a full-service staffing company specializing in IT/Technology, Accounting/ Finance, Sales and Marketing and Human Resources. Our clients are leading companies throughout the South Florida market. We are affiliated with New Horizons of South Florida, the World's largest independent technology training company and the #1 Training Company in South Florida, having working relationships with all of the top corporations locally!

 

Description:
Supervisor position responsible for the deployment and support of all PC hardware and peripherals. This position supervises installation and maintenance of standard applications. Assists the CHE Regional Technical Manager in the evaluation of PC support needs and recommends improvements and modifications to existing processes. Supervises the diagnoses and resolution PC hardware and associated PC application issues.  Primary customer service liaison.  This person will be responsible for task assignment within the Desktop Support team.  Also performs other duties as assigned.

Responsibilities:

1. Install, configure, upgrade, and support the HCH PC desktop environment.
- Function as the tier 2 support resource for PC systems and application support/delivery programs
- Ensures that PC desktop applications are configured to meet objectives and conform to standards
- Ensures that the installation of PC desktop applications are to standards
- Ensures that upgrades to PC desktops and applications are performed as required to maintain standards
- Continuous development of personal knowledge in areas of responsibility and demonstrates basic working knowledge of standard PC and desktop applications
- Maintains compliance to software license agreements for organization

2. Troubleshoot PC hardware/software/printing problems, and provide operational support
- Assists in troubleshooting and problem solution when required by any IT team, or by external customers
- Resolves trouble tickets within the designated SLA’s
- Ensures trouble tickets are properly documented and retained for access
- Determines when technical assistance is needed from HCH tier 3 personnel, vendor or some other resource and escalates as needed
- Shares information regarding solutions to problems with colleagues, and other associates as appropriate
- Complies with designated documentation guidelines for trouble tickets and work orders in the help desk system

3. Ensures overall service delivery for the PC support team
- Ensures that team SLA’s are being met or exceeded
- Ensures quality and productivity standards are met by the PC support team
- Acts as initial escalation point for customer service issues
- Performs advanced troubleshooting and problem resolution related to PC support issues
- Acts as point of contact for project related activities
- Mentors junior PC support associates
- Performs work queue reviews to identify negative trends and alerts the manager
- Manages availability of hot spares inventory

 4. Customer Service Liaison
- Serves as a role model in receiving and processing customer feedback.
- Serves as a role model in receiving and coordinating responses and/or resolutions for customer complaints.
- Serves as a role model in the development of troubleshooting procedures and tips for Support Staff and Associates.
- Assists others producing monthly service calls statistical reports.
- Assists others in developing and processing flow improvement for Help Desk.

 5. Actively supports HCH compliance standards
- Alerts management of non-standard, non-compliant, unapproved hardware and/or software
- Alerts management if requested to install any non-HCH owned hardware and/or software
- Adheres to change management policies and procedures

 6. Maintains departmental documentation
- Generates and maintains printer inventory and configuration documentation
- Generates and maintains standard operating procedures
- Maintains service records relating to printer hardware and software
- Generates and maintains other documentation as assigned

 

 Education & Qualifications

· Strong knowledge of PC architecture
· Strong knowledge of Microsoft Windows 2000 & XP
· Knowledge of Microsoft Office and other PC applications
· Knowledge of Printer hardware and repair methodologies
· Knowledge of Microsoft networking concepts
· Ability to organize the network technician staff and direct their work.
· Ability to organize, maintain and report quality indicators.
· Ability to recruit, train and develop professional network technician staffing.
· Ability to communicate effectively with all levels of technology users
· Associate's degree in Computer Science or related field, four to six years experience supporting PC’s in a network environment, or any equivalent combination of training and experience
· A+ Certification, MCDST, MCP, required
· MCSE desirable

TO APPLY:

Please email resume in MS WORD along with annual salary requirements to tim@topsourcestaffing.com