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191 - IT Help Desk Supervisor

1 month ago

Woodbridge, United States Marrakech Full time
191 - IT Help Desk Supervisor Woodbridge, CT 06525, USA Req #1957 Monday, August 5, 2024

The vision of Marrakech Inc. is that each person we serve will live and work in the community and be accepted by their neighbors, co-workers, family, friends and acquaintances for their individual qualities and contributions.

SUMMARY

The Help Desk Supervisor is responsible for sustaining Marrakech's current technology infrastructure and addressing various IST needs. This role includes supervising IT Specialists and ensuring end-user support for hardware and software. Key responsibilities encompass setting up, maintaining, and repairing computer systems and associated peripherals, managing the time and attendance system, overseeing internet and network connections, administering telephone services, and developing databases. Additionally, the Help Desk Supervisor handles remote location servicing and staff training. They maintain comprehensive records through help desk ticketing software and other documentation methods, such as inventory lists, etc.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Supervises the IT Specialists
  • Oversees the company-wide help desk activities and resolves escalated issues if necessary.
  • Ensures all incoming tickets are assigned, and ensures ticket follow up and completion.
  • Provide technical assistance and support either in person or remotely for incoming queries and issues related to computer systems, software, and hardware as part of help desk responsibilities during regular business hours.
  • Maintain correct documentation in the form of the help desk ticketing system, inventory lists, etc., ensuring all hardware and/or accessories issues to or returned from staff is documented with a signed receipt.
  • Assist in user adds, changes, and password resets for the agency phone system, and password resets for Office 365.
  • Aid in maintenance and repair of agency computers. Setup computers and hardware, install software, clean and reformat older computers for future use. Diagnose system hardware, software, and operator problems. Prepare obsolete systems for removal from service.
  • Maintain the security and confidentiality of all electronic sensitive information and Protected Information (PI) at all times.
  • Participate in evaluating computers and computer components with regard to potential future usefulness. This includes both current agency hardware and potential donations.
  • Ensure smooth operation of agency network in the absence of the VP of Information Systems and Technology.
  • Troubleshoot, diagnose, and resolve network and/or email problems. Notify the VP of Information Systems and Technology in the event of a significant network issue.
  • Recommend or perform remedial actions to correct problems.

QUALIFICATIONS:

Professional Competencies

  • Organization Skills: This position must have strong organization skills to manage a variety of databases ranging in size and complexity. Time management is required as priorities will regularly shift and compete.
  • Interpersonal Skills: This position works with people across the entire organization as well as external vendors. Good communication and customer service skills are essential to assist others as well as provide instruction on related processes.
  • Reading and Writing Skills: The Help Desk Supervisor must be able to write well in order to document recommendations, submit clear tickets in related support portals. He or she must also be able to read well, including technical documents and other communications. The Help Desk Supervisor must be able to accurately determine user needs or technical solutions from what they read.
  • Computer Systems Knowledge: The Help Desk Supervisor must have extensive knowledge in various computer and networking systems, which includes the ability to troubleshoot various computer and networking problems.
  • Adaptability Skills: The Help Desk Supervisor must have the ability to work independently while following the policies and procedures of the IST Department, while also engaging additional resources, including the VP of IST, when appropriate. The Help Desk Supervisor must be able to adapt to changes in technology and work environment, and changes approach or method to best fit the situation. The Help Desk Supervisor must be willing to be flexible as far as work responsibilities and environment
  • Organizational Knowledge: Extensive knowledge about the mission, philosophy, culture, programs, and strategic direction of the organization is essential to this position as these areas are integrated throughout many of our database systems, especially those related to electronic documentation and employee processes.

EDUCATION and/or EXPERIENCE

Bachelor's degree (B.S./B.A.) or equivalent from four-year college or technical school; or one year related experience and/or training; or equivalent combination of education and experience. Knowledge and experience in supporting Microsoft technologies such as Office applications as well as Microsoft 365 is preferred.

One year of supervisory experience required.

Schedule: M-F- 40 flex (flexible schedule to the needs of the department)

Rate: $19.33 increasing to $19.77 after 6 month introductory period

Benefits:
  • Paid time off (PTO) and Dedicated Sick Time
  • Paid Holidays
    • New Year's Day
    • Martin Luther King, Jr. Day
    • Memorial Day
    • Juneteenth
    • Independence Day
    • Labor Day
    • Thanksgiving
    • Christmas
  • Paid and Unpaid Leave for:
    • Bereavement
    • Jury Duty
    • Disaster Relief Volunteer
    • Family and Non-FMLA Medical Leave
    • Military Leave
  • Employer- Sponsored Medical, Dental, Vision and Life Insurance (for full time employees)
  • External Employee Assistance Program (EAP) (for full time employees)
  • 401K and Profit Sharing Plan
  • Educational Benefits, Including:
    • DSP Credentialing through the NADSP
    • Tuition Reimbursement
    • Tuition discounts at local colleges and universities
  • Access to Various Voluntary Insurances and Benefits
  • Staff Recognition Program
  • Other Financial Benefits, Including but not limited to:
    • Dayforce Wallet (On-Demand Pay)
    • Marrakech's Homeownership Program
    • Perfect Attendance Bonus Program
    • Recruitment Referral Bonus
  • Other Corporate Discount Programs


Marrakech is an equal opportunity employer. Marrakech, Inc. does not discriminate on the basis of sex, race, color, religion, age, disability, status of veteran, national or ethnic origin, or sexual orientation.

Other details
  • Pay Type Hourly
  • Min Hiring Rate $19.33
  • Max Hiring Rate $19.77
  • Required Education Bachelor's Degree
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  • Woodbridge, CT 06525, USA
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