Helpdesk Supervisor

Job Description
Position Title: Supervisor, Helpdesk

$63,750 to $106,250 annually DOE

Comprehensive health benefits include - medical, dental, vision, 401k, flexible spending account, paid sick leave and paid time off, parental leave, quarterly performance bonus, training, career growth and education reimbursement programs.

At Ziply Fiber, our mission is to elevate the connected lives of our communities every day. We are delivering the fastest home internet in the Northwest, with a focus on areas traditionally underserved by mainstream internet companies. And as our state-of-the-art fiber network expands in WA, OR, ID and MT, so does our need for team members who can help us grow and realize our goals.

We may be building internet, but we are reaching real people. We strive to build relationships and provide customers and communities with refreshingly great experiences.

We emphasize our values in all our interactions:

Genuinely Caring: Our customers and colleagues are people, and quite possibly our neighbors. We put ourselves in their shoes and give them our full attention.

Empowering You: We empower our customers to choose the products that best meet their needs, and we support our employees to implement solutions that elevate the experiences of our customers and coworkers.

Innovation and Improvement: We always look for ways to make the experiences of our customers - and each other - better.

Earning Your Trust: We earn trust by communicating simply and transparently as real people, not as a corporation.

Job Summary:

The Helpdesk Supervisor leads a frontline customer support team in providing customer service excellence to various department stakeholders. The Helpdesk Supervisor drives service quality and continuous service improvement for base-level processes. This position plays a crucial role in building a best-in-class team by ensuring that the team is responsive to the needs of a broad range of customers.

Essential Duties and Responsibilities:

The Essential Duties and Responsibilities listed below are a range of duties performed by the employee and not intended to reflect all duties performed:
• Lead and mentor staff in Ziply processes and expectations.
• Provide Tier 2 Support for all hardware, software, and technology systems issues.

o Install, configure, test, deploy, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices (and drivers), presentation equipment, software, and other products to deliver uptime and productivity.
• Manage corporate server room, to include hardware, routers, switches, and documentation.
• Integral part of the company Standards Project to include hardware recommendations, acquisition, deployment, and asset tracking.
• Work with Network Engineering to transition Tier 1 network support and administration to Corporate IT.
• If necessary, consult with third-party support and PC equipment vendors.
• Ability to generate metrics around service levels and network performance.
• Provide administration and technical support for 1000+ mobile devices.
• Define and maintain administrative processes for enrolling and managing devices.
• Plan, test and manage software upgrades/patches/maintenance to enhance performance and security of the MDM environment.
• Serve as a mentor and provide training as needed to Level I and Level II Helpdesk Specialists.
• Oversee day to day operations of the Helpdesk department.
• Partner with IT Leadership to ensure smooth onboarding of new workflows.
• Ensure adequate support coverage across all locations. Schedule staff as needed.
• Acquire, maintain, and inventory accessories and mobile devices.
• Ensure proper recording, documentation and closure of incidents and requests.
• Follow up with customers, provide feedback and see problems through to resolution.
• Provide overflow support for Level I and Level II Helpdesk team as needed.
• Maintain integrity of internal IT systems.
• Develop internal and end user training documentation to support mobile device related procedures and workflows.
• Utilize excellent customer service skills and exceed customer expectations.
• Preserve and grow your knowledge of IT procedures, products, and services.
• Develop reports, draw conclusions, and suggests process improvements based on trends from data in the incident tracking system.
• Provide 24/7 on-call support in a weekly team rotation.
• Perform other duties as required to support the business and evolving organization.

Qualifications:

• High school diploma or GED required.
• Technical degree preferred, but not required.
• A+ or N+ certification is a plus.
• Minimum of five (5) years of engineering and application experience working with as a Support Engineer/System Administrator.
• Minimum of five (5) years of networking experience with focus on server interconnections (including Wi-Fi).
• Must have excellent knowledge of PC and desktop hardware and internal components and hands-on hardware troubleshooting experience.
• Must have extensive equipment support experience both at hardware and software level.
• Must have strong customer service orientation with ability to present ideas in business-friendly and user-friendly language.
• Ideal candidate will have proven analytical/problem-solving abilities and strong attention to detail.
• Should possess strong (end-user and administration perspective) application knowledge of Office 365 (including TEAMS), SharePoint, OneDrive, Smartsheet.
• Must have a strong understanding of smartphones and their integration into workplaces systems and applications including Apple and Android devices.
• Must be highly self-motivated and directed with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong collaboration skills to engage with other technology team members to ensure high level service delivery and efficient operation of the organization's technology environment.
• Demonstrated ability to "find the answer" through collaboration, search, and documentation.
• Must have a strong interest in "making things better" through streamlining the process, better ways to provide service delivery, new tools, and approaches.
• Must be able to be on call in a 24/7 server environment.
• Ability to lift and transport moderately heavy object (up to 50lbs), such as computers and peripherals.
• Must possess a driver's license for occasional local travel.

Knowledge, Skills, and Abilities:

• Ability to communicate effectively across formats (email, chat, text).
• Ability to create and update documentation around systems, applications, and process.
• Intermediate knowledge of Android & iOS.
• Understanding of how different IT Systems interact.
• Understanding of MDM platforms.
• Ability to work on-call and flexible hours as needed.
• Ability and a desire to stay knowledgeable in new and changing technology.
• Self-motivated to identify issues and develop appropriate resolution.
• Ability to work independently and apply sound judgment and reasoning skills to a variety of situations.
• Ability to multi-task and collaborate effectively with other personnel to meet deadlines.
• Strong verbal and written communication, attention to detail, and organizational skills.
• Ability to work within critical deadlines.
• Ability to adjust to rapidly changing priorities and schedules.
• Ability to provide excellent customer service.

Work Authorization:

Applicants must be currently authorized to work in the US for any employer. Sponsorship is not available for this position.

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential and marginal functions may require maintaining physical condition necessary for bending, stooping, sitting, walking, or standing for prolonged periods of time; most of time is spent sitting in a comfortable position with frequent opportunity to move about. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Work Environment and Additional Information:

Work is performed in an office setting with exposure to computer screens and requires extensive use of a computer, keyboard, mouse, and multi-line telephone system. The work is primarily a modern office setting.

At all times, Ziply Fiber must be your primary employer. Unless otherwise prohibited by law, employees may not hold outside employment nor be self-employed without obtaining approval in writing from Ziply Fiber. In holding outside employment or self-employment, employees should ensure that participation does not conflict with responsibilities to Ziply Fiber or its business interests.

Diverse Workforce / EEO:

Ziply Fiber is an equal opportunity employer. Ziply Fiber will consider all qualified candidates regardless of race, color, religion, national origin, gender, age, marital status, sexual orientation, veteran status, and the presence of a non-job-related handicap or disability or any other legally protected status.

Ziply Fiber requires a pre-employment background check as conditions of employment. Ziply Fiber may require a pre-employment drug screening.

Ziply Fiber is a drug free workplace.

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