Help Desk Manager manages the staff and operations of an organization's technical help desk. Ensures team members are trained and coached on effective methods to research, troubleshoot, deliver solutions, and access the current product or technical updates. Being a Help Desk Manager trains the team on the help desk systems and tools to identify, document, track, and resolve reported problems. Identifies and gathers key metrics to analyze the help desk performance and identify problem areas. Additionally, Help Desk Manager monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Acts as an escalation point and facilitator for severe, critical, or unique issues. May require a bachelor's degree. Typically reports to a director. The Help Desk Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. To be a Help Desk Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. (Copyright 2024 Salary.com)
Helpdesk Support
Location: Honolulu, HI
Rate: $28.00 - $33.00/hr
Description:
The Technology Support Specialist I performs daily routine technical support. This professional consults with the supervisor for task prioritization and effectively applies technical knowledge. This individual also specializes in one or more areas, including support center/technology support, networking, telecommunications, help desk, and technology certification.
Responsibilities:
• The Technology Support Specialist I assists others in the technology department, as needed.
• Under direct supervision, provide after-hours service for escalated issues from the National Help Desk or supervisor.
• Assist with the deployment of hardware and software to clients (including the installation, configuration and testing of basic firm hardware).
• Assist with new hire processing (account requests, verification, basic equipment configuration).
• Perform basic software troubleshooting and hardware triage support.
• Assist with the equipment and set-up for conference/meeting facilities, as directed.
• Assist with off-site support for client functions/meetings.
• Handle minor administrative functions such as moving and delivering equipment to clients.
• Perform administrative tasks, such as changing passwords.
• Handle minor functions such as moves, adds, changes, etc.
• Respond to customer inquiries concerning support requests, systems status, and network connectivity.
• Resolve hardware and software problems for firm-standard hardware/software.
• Record inquiries, and repair/service requests.
• Diagnose problems through research, isolation and resolution steps using automated systems via Remedy.
• Report problems with procedures and make suggestions for improvements.
• Escalate to or consult with senior staff when a solution is unclear.
• Coordinate, track, and maintain inventory, including software and documentation upgrades, distributions, and licenses.
• Process firmwide requests for software and documentation.
• Track software licenses to ensure that the firm does not violate its agreements, and work with Purchasing and Contracts departments regarding software licensing and maintenance issues.
• Coordinate mass distributions, including on-site software duplication and documentation reproduction.
• Make recommendations to management regarding update and maintenance processes.