Supervisor - Help Desk Support


GENERAL DESCRIPTION:

The IT Supervisor of Help Desk Support is responsible for ensuring an outstanding level of customer service by providing direct IT support to all employees, and support staff, and by supervising the Help Desk and managing the technical support staff. Responsible for leading the Help Desk in engaging in more proactive planning, support, and organizing the Help Desk to be flexible and adaptable in meeting the changing needs of the organization. This position oversees all aspects of day-to-day operations including contact queue management, Help Desk Ticketing queue management, and Role based administration. This position is also responsible for the administration of network and systems access for all end users and vendors ensuring compliance with credit union corporate policies.

TASKS, DUTIES, FUNCTIONS: 

  1. Supervise the Help Desk support staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed.
  2. Manage the development, implementation, and administration of help desk staff training procedures and policies including training, coaching, and mentoring of IT - Help Desk Coordinators
  3. Manages the Administration of employee and vendor account access within the Golden 1 network provisioning and de-provisioning access to Golden 1 systems, network, hardware, and data resources for end user complying with appropriate policies.
  4. Manages the processing of incoming requests to the IT - Help Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end user issues and requests ensuring Service Level Agreements are met.
  5. Manages and maintain tables, parameters, and setting within the VMS Host System for terminals, desktop computers, printers, and cash dispensers.
  6. Analyze all aspects of the IT - Help Desk performance, activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service delivered. Track and analyze trends in IT - Help Desk requests and generate statistical reports for management.
  7. Coordinate and/or perform hands-on fixes at tier2 level, including installing and upgrading software, installing hardware, configuring systems and applications, on PCs, laptops, and mobile devices.
  8. Coordinate and/or perform hands-on fixes at tier2 level for network connectivity issues in a WAN/LAN, and WIFI Enterprise environment.
  9. Communicate all updates for proper maintenance of equipment to the appropriate staff.
  10. Keep management updated on outstanding issues that are not resolved in a timely manner in accordance with established escalation procedures.
  11. Develop and maintain a clear understanding of the business area needs and incorporating these needs into technical solutions by updating, developing and maintaining a thorough knowledge of credit union procedures, products, service, and data processing systems.
  12. Properly escalates when user and system related security standards are not adhered to
  13. Maintains a thorough understanding of state and federal laws and regulations related to credit union compliance including bank secrecy and anti-money laundering laws appropriate to the position.
  14. Performs other job-related duties as necessary.

PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS:

  1. Effective oral and written communication skills required with a focus on troubleshooting and error identification.
  2. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.

ORGANIZATIONAL CONTACTS & RELATIONSHIPS:

  1. INTERNAL:All levels of staff and management
  2. EXTERNAL: Vendors

QUALIFICATIONS:

  1. EDUCATION: Two-year degree in Information Technology or comparable discipline or equivalent work experience.
  2. EXPERIENCE:
  • Demonstrates the ability to work effectively and support other is an environment of continuous change.
  • Demonstrates strong knowledge of Microsoft Windows desktop operating system and MS Office.
  • Demonstrates strong knowledge of system hardware to include, PC's, printers, iPhones, iPads, and laptops.
  • Demonstrates strong knowledge with remote diagnostic tools like RDP, VNC, and MS Remote Assistant.
  • Demonstrates strong knowledge of network and system troubleshooting.
  • Demonstrates strong knowledge of Active Directory, Users, Groups, and Roles Based access.
  • Demonstrates working knowledge with systems security practices.
  1. CERTIFICATIONS:
  • CompTIA A+ or equivalent work experience
  • MCSA Microsoft Certified Administrator

PHYSICAL REQUIREMENTS:

  1. Prolonged sitting throughout the workday to accomplish tasks.
  2. Availability for emergency and on call duty 24 hours a day, 7 days a week, as needed.
  3. Occasional travel may be required.
  4. Lift and carry communications equipment and computer hardware weighing up to fifty pounds.
  5. Corrected vision in the normal range required to configure, test, and troubleshoot network server hardware and data.
  6. Hearing within normal range.
  7. Must possess sufficient manual dexterity to skillfully operate applicable computer hardware, a variety of hand tools and standard office equipment.
  8. May work additional work hours to accomplish tasks.

LICENSES/CERTIFICATIONS:

  1. Possession of a valid California Driver's License is required.
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Req. Number19-12
Career FamilyInformation Technology
CitySacramento
StateCalifornia
Zip95826
A Career You Can Be Proud Of
As the leading credit union in California, and the sixth largest credit union in the United States serving more than 900,000 members—our employees are vital to our success. We’re a dynamic, innovative, and caring organization that has put members first since 1933 by delivering value, convenience, and exceptional service. We have more than 1,600 employees, and we offer talented and hard-working individuals competitive compensation and benefits, along with opportunities for professional development and advancement. Take the next step in moving your career forward and view our current openings, including corporate positions at our headquarters in Sacramento, California.