Job description

The Helpdesk Supervisor supervises the day-to-day operations of the IT Support help desk. This includes the training of new hires, development of KB articles, and documenting asset allocations. The Helpdesk Supervisor is also responsible for assigning incoming tickets to technicians, with the goal of fairly distributing the workload and making the most efficient usage of each technician's skill sets.

The Helpdesk Supervisor will monitor the progress of priority tickets, and try to avoid letting them get to a point that a customer feels the need to escalate. Should an escalation occur, the supervisor will confer with the IT Manager to determine the best course of action.

The Helpdesk Supervisor is also invited to make recommendations on how to improve upon processes, and streamline the resolution of commonly submitted tickets, but should seek approval before implementation.

When those duties are completed, the Helpdesk Supervisor will work in cooperation with the Help Desk team to complete tickets in support of site-specific networks, workstations, printers, and point-of-sale equipment. The ticket solving technical skills of the Helpdesk Supervisor are expected to be at least at a Tier 2 level.

Full-time position with PTO schedule and benefits.

Responsibilities

• Complete procedures and projects as assigned by the IT Manager.
• Respond to end user requests for help providing professional and effective resolution and escalation of problems.
• Document issues and resolutions in our help desk tracking system.
• Use excellent customer service and interpersonal skills to interact with staff in a professional and friendly manner.
• Build and sustain excellent relationships with end users, building confidence in the IT team and in the organization.
• Assist with maintaining an inventory of all devices, and warranties.

Qualifications

• If promoting internally: familiarity with Cellular World's helpdesk systems and processes.
• If hiring externally: familiarity with similar helpdesk systems and process.
• Strong network troubleshooting skills, NIC- >PatchPanel- >Switch- >Router- >Modem- >WAN
• Excellent organization skills, attention to detail, and the ability to not let anything fall through the cracks.
• Previous experience managing a windows environment.
• Excellent phone etiquette and interpersonal skills.
• Proficiency in oral and written communication, (spelling and grammar).
• Ability to quickly master new technologies.
• Ability to work independently, and complete projects with minimal supervision.
• Scores well on the Indeed Assessments requested by this job posting: Technical Support and Attention to Detail. (The Attention to Detail assessment is more important!)

Job Type: Full-time

Pay: $25.00 - $28.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Fort Worth, TX 76133: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• This position's hours are for 9am-6pm w/ 1 hr lunch, Monday thru Friday. Does that work for you?
• After fully trained, you will be asked to participate in a weekend on-call schedule, one weekend every 4 weeks. Additional compensation is provided. Remind me to provide you with more details during our conversation. Are you open to this?

Experience:

• Network troubleshooting: 3 years (Required)
• Windows support: 3 years (Required)
• Supervising: 1 year (Preferred)

Work Location: Hybrid remote in Fort Worth, TX 76133

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