Help Desk Supervisor

JOB SUMMARY:

To be the first point of contact in the RFA escalation process by taking charge of inquiries and client issues as the Senior Help Desk Technician. Supervise a team of Help Desk Technicians for the weekend shift. There are two different openings for two different shifts:

Fri-Mon 9am to 8pm OR Fri-Tues 11am to 8pm

ESSENTIAL FUNCTIONS:

• Ensure that Help Desk Staff understands and is following procedures.
• Provide guidance to associates and act as the first point in the escalation process for client issues, difficulties, and questions.
• Review daily staffing and work load schedule for the department to plan work and personnel assignments for technicians.
• Conduct technical training.
• Keep up to speed on latest technologies to be offered to the client.
• Develop training material and procedures.
• Answer user inquiries regarding computer software or hardware operation to resolve problems
• Install and perform repairs to hardware, software, or peripheral equipment.
• Troubleshoot and assist users with all technical support issues.
• Refer major hardware or software problems or defective products to vendors or department management for service.
• Escalate to appropriate department heads.
• Complete tasks in an appropriate amount of time by meeting deadlines.
• All other duties as assigned.

JOB QUALIFICATIONS:

• Three to five years of technical experience.
• Strong personal leadership and communication abilities.
• High School Diploma or equivalent.
• Three years of experience in network maintenance and user technical support.
• Strong workstation and network troubleshooting skills.
• Good understanding of existing network programs and capabilities.
• Ability to work with both technical and non-technical staff to solve network problems.
• Willingness to be on call and to work long hours if necessary in case of serious network malfunction.
• Critical thinking- ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Deductive Reasoning- ability to apply general rules to specific problems to produce answers that make sense.
• Active listening- ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Ability to speak to others to convey information effectively.
• Ability to recognize when something is wrong or is likely to go wrong in order to be proactive.

Interested candidates should submit their resume to hiring@rfa.com. Resume must include salary requirement with shifts preferred.