Help Desk Supervisor LAN/WAN/Telco/Videoconferencing Princeton NJ - Contract to full time send resumes to Lori Magee at lmagee@talonpro.com Our client, located in Princeton, NJ is seeking a Helpdesk Supervisor for an immediate contract to hire position. Details include:
The Helpdesk Supervisor is responsible for ensuring an outstanding level of customer service by providing direct IT support to end users by coordinating the daily work of the Helpdesk. The Helpdesk supervisor will possess a technical background, excellent communication skills as well as knowledge of IT infrastructure LAN/WAN platforms, ISP provisioning, configuration and monitoring, helpdesk support, tech writing and other related disciplines. The Supervisor will perform basic setup, support and troubleshooting of stand-alone and network computers, software and peripherals.
Responsibilities:
-Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
-Work within the organization to promote excellent customer service, effective response times and provide expert insight into general support issues. Enforce quality of service guidelines for dealing with customers, completing services and overall customer satisfaction.
-Ensure that staff provides timely and courteous customer service to end users by fielding Helpdesk calls and resolving technical issues.
-Create user accounts and manage access control based on company policies.
-Responsible for leading the Helpdesk in engaging in more proactive planning and support and organizing the Helpdesk to be flexible and adaptable in meeting the changing needs of the organization.
-Responsible for leading the Helpdesk in providing basic end-user technical support including, but not limited to, virus/spyware removal/detection, configuring hardware, performing hardware/software installations, troubleshooting and correcting H/W and S/W problems and resolving day-to-day system problems in data, voice and video networks.
-Analyze and identify trends in issue reporting and develop preventative solutions.
-Proactively identify process improvement opportunities and support continuous improvement initiatives under direction of Infrastructure Manager.
-Escalate issues appropriately, keeping manager informed throughout resolution process.
-Train users in local area network, application and videoconferencing usage.
-Ensure adherence to defined policies and procedures. Create and maintain documentation of IT infrastructure, regulatory or development, as appropriate.
-Set goals and objectives for Helpdesk support staff and perform annual performance reviews.
-Identify team training needs and oversee team development plan.
-Engage in formal and informal knowledge transfer.
-Other duties as assigned by management.
Education and Experience
-Bachelor's degree in Engineering or Computer Science preferred; Certification and/or equivalent combination of relevant education and/or experience.
-5+ years experience supporting software and hardware in an Information Technology department with at least 3 years working in a 24x7 environment.
-Minimum 2 years experience supervising a Call Center/Helpdesk.
-Experience installing and supporting Windows 7, XP and Vista, Active Directory, Microsoft Office, PC deployment, anti-virus management, remote user networking and support, VPN, TCP/IP troubleshooting.
-Knowledge of IT Infrastructure LAN/WAN platforms.
-Experience in TELCO is highly preferred.
-Experience with vendor management.
-Experience with videoconferencing. Polycom experience a plus.
-Strong knowledge of Microsoft application suite.
-Web development experience.
-Relevant technology certifications (PMP, MCSE, CCNA etc.) is a plus.
MIS Ntwk Assoc Mtg Dates:
Dec 28th No Mtg - Xmas Holidays
Jan 4th Reg Mtg - 6 pm - Berman Larson Kane Offices, Paramus - DO NOT use GPS for directions - Bring 15 copies of your resume
Feb 8th Combined Dinner Mtg - Assoc of Women in Computing - Totowa - Rod Colon - Networking: Do You Get It? |
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