WHAT YOU’LL DO
Supervise the Helpdesk support staff by defining and establishing schedules, setting priorities, providing support/direction, and dealing with administrative issues as needed
Manage policies and procedures for helpdesk
Manage help tickets, i.e., ticket assignment, prioritization, escalation, and resolution
Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in call center issues
Promote excellent customer service, effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction
Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and or software applications as requested
Establish and maintain an environment conducive to team building and cross-departmental communication
Manage IT inventory
Ensure that staff provides timely and considerate customer service to end users by fielding helpdesk calls and resolving technical issues
Analyze and identify trends in issues reported and devise preventative solutions
Do root cause analysis on major issues
Other duties and defined by the manager
The duties and responsibilities are intended to describe the general nature and scope of work being performed by this position. This is not a complete listing and other duties will be assigned based on the position’s role within the business unit
WHAT YOU’LL NEED TO BE SUCCESSFUL
Advanced knowledge of Microsoft Active Directory and Windows 7 & 10
Advanced knowledge of Microsoft Office 2010 and newer
Network troubleshooting and working with VPN client software
Analytical and problem-solving/troubleshooting skills required
High level of performance in a dynamic and fast-paced team environment
Willing to take a hands-on approach to ensuring optimal customer service
Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests
Demonstrated ability to use discretion and sensitivity when handling confidential information
Demonstrated success taking direction and working independently
Builds and maintains solid work relationships with all levels of staff and senior management
Proficient in using a computer and Microsoft Office (Outlook,Word,Excel,etc.); Oracle preferred
Prioritize and manage multiple tasks, changing priorities as necessary
Work under pressure and adapt to changing requirements with a positive attitude
Oral and written communication skills as required for the position
Self-motivated, proactive and an effective team player
Interact effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and others
WHAT YOU BRING TO US
Bachelor's degree in Information Technology, Computer/Information Science, or related discipline
Minimum 2years’ management experience
Minimum 7+years ’IT experience
Can be a combination of education, training, and relevant experience
TRAVEL
Up to 20%
WORKING CONDITIONS
General work environment – sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is conducted primarily indoors with varying environmental conditions such as fluorescent lighting and air conditioning
Noise level is usually low to medium; it can be loud on the jobsite.
We fully comply with the ADA and applicable state law, including considering reasonable accommodation measures that may enable qualified disabled applicants and employees to perform essential functions.
Occasional lifting of up to 30 lbs.
Rosendin is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, pregnancy, age (over 40), or any other categories protected by applicable federal, state, or local law.
YOU Matter – Our Benefits
ESOP – Employee Stock Ownership
401 K
Annual bonus program based upon performance, profitability, and achievement
17 PTO days per year plus 10 paid holidays
Medical, Dental, Vision Insurance
Term Life, AD&D Insurance, and Voluntary Life Insurance
Disability Income Protection Insurance
Pre-tax Flexible Spending Plans (Health and Dependent Care)
Charitable Giving Match with our Rosendin Foundation
Our success is rooted in our people. We all come together around long-term vision and a sense of shared ownership. As a group, we do whatever it takes to ensure the success of our business…and your career.
Rosendin is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, pregnancy, age (over 40), or any other categories protected by applicable federal, state, or local law.
