Job Description

Position Description

Position Summary:

Working in a team environment, the Helpdesk Manager is responsible for being the primary point of contact for customers entering incidents into the IT Helpdesk Portal. The Helpdesk Manager supervises a team that provides prompt, professional and courteous interaction with all team members. This position will report directly to the CIO.

Responsibilities: 

  • Comply with (and actively promote) all Safety policies and procedures including reporting all accidents, incidents and near-misses to ensure adherence to our Number One Core Value – Safety first, in everything we do. 
  • Manage all aspects of computer set-up, installation, troubleshooting, service, upgrades, and maintenance. 
  • Documents proper troubleshooting for ticket escalation (, creating accurate and complete description of the client's problem). 
  • Analyze the client problems with Windows Client & Server OS’s and wireless devices and networking using own skills, the solutions knowledge base, and other resources available to PC Support. 
  • Works with staff to fix client problems testing the solution and obtaining client confirmation of the fix. 
  • Manages the staff to perform ITIL process-oriented tasks like solving incidents, requests, changes or problems in compliance with companywide SLAs. 
  • Contribute to smaller projects like setting up new offices, migration projects, etc. 
  • Be knowledgeable in all aspects of computer support, diligent, and analytical while possessing outstanding communication skills. 
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Assist in creating & maintaining user-facing documentation, department policies & SOPs, and IT procedures. 
  • Identify and learn appropriate software and hardware used and supported by the organization. 
  • Follow maintenance protocols to ensure systems are secure and ready for users. 
  • Up to 25% domestic travel and occasional late or overnight shifts when necessary. 
  • Perform other duties and responsibilities as assigned.
    • Position Requirements

    Qualifications: 

  • Windows 7, 8, 10 and Microsoft Office Suite and Office 365 experience required. 
  • Bachelor’s degree in computer science, business computing, or a related field preferred; or equivalent combination of education, certification, and experience. 
  • Minimum of 6 years’ experience in Information Technology Support, preferably supporting a geographically diverse user base. 
  • Demonstrate experience isolating and resolving problems related to Windows 7, TCP/IP, Internet Explorer, wireless devices and wireless network connectivity. 
  • Demonstrate experience isolating and resolving networking, printing, and password issues. 
  • Demonstrate experience with Ethernet, host applications, and remote support tools. 
  • Demonstrate ability to integrate work across relevant areas, manage risks & safety appropriately, and provide exceptional service & support to all customers. 
  • Demonstrate strong ethics, interpersonal skills, communication, and the ability to effectively manage stress and engage in continuous learning. 
  • Highly motivated self-starter. 
  • Excellent written and verbal communication skills. 
  • Expert problem-solver with the ability to sort through complex issues and conduct a comparative analysis of multiple solutions.
  • Excellent time management skills and ability to work independently. 
  • Flexible to work different shifts if needed. 
  • Able to work on active construction project sites. 
  • Ability to lift 50lbs. 

    • Necessary Attributes: 

  • Must possess the ability to adapt to different personalities and management styles. 
  • Team player and with excellent interpersonal skills. 
  • Self-starter with excellent verbal and written communication skills. 
  • Reliance on experience and judgment to plan and accomplish goals. 
  • Dedicated, organized and hard working. 
  • Strong commitment to success of all. 
  • Possess a strong work ethic. 
  • Demonstrate the upmost professionalism in how you represent yourself. 
  • Show quality in everything you do. 
  • Lead with integrity while producing high quality work.

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