IT Help Desk Manager – CERTCO INC – Fitchburg, WI

Job title: IT Help Desk Manager

Company: CERTCO INC

Job description: Description:

POSITION TITLE: IT Help Desk Manager

DEPARTMENT: IT

REPORTS TO: Director of IT

Position Summary:

Internal and external-facing manager of IT that handles day-to-day service desk responsibilities, basic network infrastructure issues, store order machines, forklift computers, and workstations across all warehouses.

Essential Job Functions:
• Manage IT staff by recruiting and training employees, communicating job expectations, conduct regular 1:1 meetings, annual reviews, and monitor job performance.
• Manage the ticketing system, Freshservice. Utilize the ticketing system to reduce downtime, decrease operating costs, provide metrics to measure agent performance and end-user success, and improve ticket intake processes (workflow automators).
• Oversee all hardware inventory (ordering and stocking) of printer consumables (toner, ink cartridges, maintenance kits, etc.), spare PCs, laptops, peripherals, warehouse forklift computers and scanning equipment. Ensure staff are ordering the correct amounts and keeping within allotted budged.
• Take the lead on creating and maintaining instructions, procedures, and documentation of in-house systems.
• Ownership of the day-to-day management of store order machines by managing them in the mobile device manager, SOTI. Empower staff to know general operations of the order machines to support any retailer questions.
• Provide direction to the IT Hardware Specialist with imaging new desktop and laptop computers. Ensure installation checklists are followed and documented.
• Coordinate and support the On-Call rotation.
• Lead the implementation and checklists of new user setups and user terminations.
• Routinely follow up with Certco staff to ensure their support needs are being met and or exceeded by help desk personnel.
• Corporate IT asset management. Work with the Director of HR to ensure all Certco-owned equipment that is assigned to staff is documented in the HRIS portal (currently Paylocity) and assets are recorded in Freshservice.
• Perform other duties as assigned.

Competencies:
• Excellent phone, oral, and written etiquette/communication skills. High degree of professionalism is required.
• Excellent troubleshooting methodologies as it relates to determining the general or root cause of a hardware or software issue.
• Must have superior analytical skills, be detail-oriented, and can navigate in a fast-paced work environment.
• Technical writing experience required.
• Analyze current process, technologies, and vendors to identify areas of improvement.
• Create strategy and procedures for upgrading software whenever a new update is available. Research and evaluate emerging technologies, hardware, and software.
• Strong commitment to providing quality service and problem resolution.
• Ability to learn, retain, and knowledge-transfer Certco's PC hardware and software technologies.
• Strong knowledge of Microsoft Office (version 201+ and Office 365 and higher). Ability to mentor the support of general and advanced functions of Word, PowerPoint, Excel, and Outlook.
• Strong knowledge of supporting Windows 10. Mac OS experience a plus.
• As a member of the IT leadership team, be prepared to provide weekly updates and assist peers on higher-level projects.
• Ability to lift up to 50 pounds (printers, desktop computers, various technical hardware).

Education and Experience:
• Proof of certification in either CompTIA A+ or Microsoft Certified Desktop Support Technician (MCDST). Other similar certifications will be considered.
• Strong track record of maintaining excellent vendor relationships.
• Eight years' experience as a Help Desk technician, server administrator, and network analyst in a similar environment.
• Experience with implementing, configuring, and testing solutions.
• Two-year Associate degree in an IT-related field preferred.
• Minimum two years of experience managing a help desk team.
• Formal customer service training preferred.

Requirements:

PI1+507+524

Expected salary:

Location: Fitchburg, WI

Job date: Tue, 25 Oct 2022 04:5+:2+ GMT

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