Keiter Stephens is seeking a:
Help Desk Supervisor for our Richmond, VA office
Description:
The Technical Services Supervisor role is to provide a single point of contact for help desk technicians and
end-users to receive IT support. This includes receiving, prioritizing, documenting, and actively resolving end
user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as
well as require that the individual give in-person, hands-on help at the desktop level.
What are the primary responsibilities?
00Field incoming help requests from end users via both telephone and e-mail in a courteous
manner.
00Coordinate and perform office moves and changes as they are submitted by IT Manager and/or
Network Administrator at local and remote sites.
00Document all pertinent end user identification information, including name, department, contact
information, and nature of problem or issue.
00Responsible for maintaining an inventory of all desktops, laptops, monitors, keyboards, and
other components and equipment.
00Build rapport and elicit problem details from staff and partners.
00Prioritize and schedule problems. Escalate problems (when required) to the appropriately
experienced technician or manager
00Record, track, and document the help desk request problem-solving process, including all
successful and unsuccessful decisions made, and actions taken, through to final resolution.
00Apply diagnostic utilities to aid in troubleshooting.
00Access software updates, drivers, knowledge bases, and frequently asked questions resources on
the Internet to aid in problem resolution.
00Identify and learn appropriate software and hardware used and supported by the organization.
00Perform hands-on fixes at the desktop level, including installing and upgrading software,
installing hardware, implementing file backups, and configuring systems and applications.
00Collaborate with LAN technicians/network administrators to ensure efficient operation of the
company's desktop computing environment.
00Perform preventative maintenance, including checking and cleaning workstations, printers, and
peripherals.
00Maintain an inventory of toner supplies for printers and order as necessary.
00Test fixes to ensure problem has been adequately resolved.
00Perform post-resolution follow-ups to help requests.
00Evaluate documented resolutions and analyze trends for ways to prevent future problems.
00Develop help sheets and frequently asked questions lists for end users.
00Resolve conflicts relating to the Help Desk department
00Daily supervision of the help desk technicians
00Maintain and renew all licensing for firm systems
00Order equipment as needed by the firm
What are the job requirements?
00College degree in Business Information Systems or other related field and/or 3-4 years
equivalent work experience.
00Knowledge of basic computer hardware.
00Experience with desktop operating systems.
00Extensive application support experience with Microsoft Office, QuickBooks, Peachtree and
other Accounting packages like ProsystemsFX a plus.
00Exceptional written and oral communication skills.
00Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning
skills.
00Strong documentation and organization skills.
00Ability to conduct research in a wide range of computing issues as required.
00Ability to absorb and retain information quickly.
00Ability to present ideas in user-friendly language.
00Highly self motivated and directed.
00Attention to detail.
00Proven analytical and problem-solving abilities.
00Ability to effectively prioritize and execute tasks in a high-pressure environment.
00Exceptional customer service orientation.
00Experience working in a team-oriented, collaborative environment.
00Experience with supervising in the help desk area
What are the working conditions?
00Lifting and transporting of moderately heavy objects, such as computers and peripherals.
00Some after hours and weekend work required.
00Hi paced environment that requires working with users at their workstations.
download Keiter Stephens is seeking a: Help Desk Supervisor for our Richmond ...
