Assistant Help Desk Manager
- Assist with monitoring and managing the Help Desk queue, supporting timely and accurate issue resolution. Keeping track of metrics to ensure progress.
- Support the Help Desk Manager in maintaining appropriate coverage to meet the technology support needs of all Benderson associates, including executive level management.
- Assist with onboarding and offboarding processes, including device setup, quality checks, and timely deployment.
- Working with 3rd party vendors for purchasing, support and deployment needs. Providing input regarding software and hardware purchases. Providing recommendations for adoption of best-in-class tools.
- Troubleshooting and resolving more complex and time-consuming hardware and application incidents.
- Working with the Manager to escalate tickets that require additional support from the development or infrastructure teams.
- Supporting associates using remote support tools or desktop visits. Ensuring that all applications operate properly on all computers. Identifying trends in non-functioning applications.
- Deploying software updates to devices as approved; verifying the licensing requirements and confirming prerequisites are in place. Verifying that software installation is successful, and that the software is functional.
- Maintaining advanced knowledge of software delivery tools and assisting with creating desktop standards.
- Ensuring high levels of customer satisfaction by setting service standards, resolving escalated issues, and promoting a customer-centric approach.
- Associates degree or appropriate combination of education and related experience preferred
- 5+ years Help Desk experience or Call Center Support for all Windows-based systems
- Strong competency in front-line PC support, including the ability to handle inbound phone requests through troubleshooting and resolution
- Expert knowledge of desktop software, Windows 10, Microsoft Office Suite, experience with ticketing software, Anti-Virus, Adobe Acrobat, and Printing.
- Familiarity with Microsoft Intune, and Autopilot is preferred.
- Ability to support Office 365, Azure Active Directory Services, Exchange, SharePoint, OneDrive, Teams.
- In-depth knowledge of iOS and Android configuration
- Understanding of TCP/IP, DNS, and LAN/WAN
- Ability to interact with all levels of management and staff in person or desk side.
- Strong communication skills (written, oral, and presentation)
- Strong customer service orientation
- Must be able to work both independently and as part of a team
- Strong attention to detail to ensure issues are resolved in a timely manner
- Ability to work on multiple assignments simultaneously and adapt to changing priorities
- HDI Support Center Team Lead (HDI-SCTL) and Information Technology Infrastructure library (ITIL) certification preferred or willingness to obtain within first year of employment
- Microsoft Exam MD-100: Windows 10 and Microsoft Exam MD-101 certification or willingness to obtain.
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