it help desk manager

Trusted Fraternal Life

<div><div><b>Service Desk Support Manager</b></div>
<div></div><div><b>Role Summary
</b></div><div>The Service Desk Support Manager oversees the technical support team that provides assistance to employees or sales agents facing issues with hardware, software or other computer-related services. This role requires technical expertise and strong leadership skills to effectively manage a team and ensure high customer satisfaction.</div>
<div>The Service Desk Support Manager is responsible delivering high-quality support to business partners and clients, both in person and remotely. This role requires an in-depth understanding of computer hardware and software, enabling the diagnosis and resolution of more complex technical issues. This role may also be responsible for providing in-depth training, managing system configurations, performing system upgrades, and assisting with IT infrastructure maintenance. The Service Desk Support Manager ensures that all technical issues are addressed promptly and efficiently, ensuring minimal disruption to business operations.</div>
<div></div><div><b>Responsibilities
</b></div><ul><li>Facilitates change management discussions.</li>
<li><div>Oversees the Support Technician team by managing workloads, monitoring performance, providing coaching and feedback, and ensuring service levels and quality standards are met.</div>
</li><li>Implements service desk policies, procedures, and best practices.</li>
<li>Assists with managing relationships with vendors for software or hardware support.</li>
<li>Monitoring and reporting on service desk performance metrics</li>
<li>Audits service desk tickets to ensure adherence to standards.</li>
<li>Responds to and manages more complex client support queries, troubleshooting hardware, software, and network-related issues.</li>
<li>Provides expert-level support in person, over the phone, or via remote access, with an emphasis on resolving issues in a timely manner.</li>
<li>Diagnoses and troubleshoots issues with computer software, peripherals, hardware, and network systems.</li>
<li>Utilizes diagnostic tools and troubleshooting techniques to identify the root causes of issues, including system crashes and connectivity problems.</li>
<li>Provides problem-solving support and guides clients through in-depth technical solutions.</li>
<li>Delivers training on advanced technical topics, including system configuration, software updates, and efficient usage of IT resources.</li>
<li>Installs, configures, and upgrades hardware and software systems to maintain optimal performance.</li>
<li>Collaborates with other IT teams to escalate unresolved or high-priority issues.</li>
<li>Completes support tickets, ensuring issues are tracked, documented, and resolved within set timeframes.</li>
<li>Develops and maintains documentation for troubleshooting procedures, software installations, and system configurations.</li>
<li>Participates in continuous improvement efforts to streamline support processes and enhance user experience.</li>
<li>Other duties as assigned.</li>
</ul>
<div></div><div><b>Qualifications &amp; Skills
</b></div><ul><li>Post-Secondary Degree in Information Systems or equivalent experience in related field.</li>
<li>7+ years working in information technology operations is preferred.</li>
<li>Experience with managing IT service desk operations is preferred.</li>
<li>Working knowledge of and hands-on experience with IT Asset Management (ITAM), IT Service Management (ITSM), and IT Infrastructure Library (ITIL) frameworks, including the application of best practices to support service delivery, incident management, and continuous improvement initiatives.</li>
<li>Analytical and problem-solving skills; ability to troubleshoot computer problems.</li>
<li>Self-starter with excellent teamwork skills and an innate sense of urgency.</li>
<li>Proficient in service desk software, remote access tools, and ITSM platforms.</li>
<li>Exceptional analytical and problem-solving abilities, with experience handling complex technical issues.</li>
<li>Ability to work under pressure and manage multiple priorities, ensuring timely resolution of client requests.</li>
<li>Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical users.</li>
</ul>
<div></div><div><div><b>About Trusted Fraternal Life</b></div>
<div>Trusted Fraternal Life&rsquo;s purpose is to serve communities, provide financial security, and enhance quality of Life. Its vision is to be the innovative leader in fraternal partnerships and consolidation, while growing existing business, and engaging more people to enjoy financially secure, purposeful lives. Created in March 2024 by Trusted Fraternal Life, Trusted Fraternal Life is committed to building the NextGen fraternal benefit society. The organization&rsquo;s financial strength rating was upgraded to an A with a stable outlook in 2024 by the Kroll Bond Rating Agency and it has been recognized as a Top Workplace eleven years in a row. The Trusted Fraternal Life family of brands includes Trusted Fraternal Life, Degree of Honor, Woman&rsquo;s Life and Catholic United Financial.</div>
<div></div><div><b>Our Mission...</b></div>
<div>Trusted Fraternal Life's purpose is to facilitate consolidation in the fraternal sector, while preserving unique identities and traditions, and achieving the necessary scale to be relevant, to compete, and to grow.</div>
<div>Our vision is to be an innovative leader in fraternal partnerships, while growing our existing business and engaging more people to enjoy financially secure, purposeful lives.</div>
<div>Trusted Fraternal Life serves as the cornerstone to a family of fraternal brands. We celebrate the unique missions and traditions that each brand brings to the family, while providing financial strength, advanced technology, and additional products to the brands of Trusted Fraternal Life</div></div></div><div></div>

Service Desk Support Manager

Microland

<div><div><div><div><div><p><b>Job Description</b></p>:</div><div><div><b>
Education Qualification :
</b><br>
Engineer - B.E / B.Tech / MCA<br>
<br>
<b>Skills :</b><br>
Primary -&gt; Functional | IT Operations Management | Current, Up to date Operational Documentation Library (ODL) | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Microland Skills | Execution Excellence | 4 - Advanced
<br>
Tertiary -&gt; Behavioral | Aptitude | Tasks Related Skills | 4 - Advanced
<br>
<br>
<b>Certification :</b><br>
Technology | IT Service Management Certifications | ITIL Intermediate Certificate<br>
<br>
This role will require interaction with a variety of IT teams and a demonstrable ability to influence individuals and teams is critical. In addition to working with IT teams the incident management team is also responsible for liaising with users to ensure they are updated regarding the status of their incidents. It is therefore essential that the successful candidate is highly customer focused and exhibits an ability to effectively communicate with customers and across all levels of IT management.<br>
<br>
This role will also cover areas including, but not restricted to, the following.<br>
<ul><li>Aiding Service Management team on major issues</li><li>Driving the efficiency and effectiveness of the incident management process.</li><li>Monitoring the effectiveness of incident management and making recommendations for improvement.</li><li>Ensure timely submission of weekly/monthly productivity reports and Dashboards and have discussion with SO and SDM on regular intervals</li><li>Responsible for meeting targets of KPIs and SLAs</li><li>Ensure 100% compliance to defined Operations Management support Process especially Root Cause Analysis, Proactive communication with customer, Closure of any open-ended issues Identify Defect Areas and proactively carry out corrective actions</li><li>Providing information (input) to the Problem Manager</li><li>Client communications</li><li>Providing a point of escalation for user issues</li><li>Demonstrating and increasing the value proposition of the incident management team and IT operations.</li><li>Manage a team of 6 to 8 members and its associated activities</li></ul><br>
Technical Skills<br>
<ul><li>Experience in IT enabled services &ndash;IT Service Desk, IT Help Desk (Preferably phone support interacting with foreign clients/users)</li><li>Good knowledge of ITIL service management processes</li><li>ITIL Certified (Mandatory)</li><li>Experience of managing a team of 4 to 10 people</li><li>Should have independently driven major incidents (P1 and P2)</li><li>Worked in Incident, Problem and Change Management teams</li><li>Good Verbal and written communication</li></ul></div></div></div></div></div><div><div><div><div><p><b>
Location</b></p>:</div><div><p>
Saudi Arabia - Jeddah</p></div></div></div></div><div><div><div><div><p><b>
Created On</b></p>:</div><div><p>
25-Mar-2026</p></div></div></div></div></div><div></div>

Associate Lead - Service Management (SM4)

General Dynamics Ordnance and Tactical Systems

<div>Company Overview: General Dynamics Ordnance and Tactical Systems (OTS) is a global leader in the design, engineering and production of munitions, energetics, weapons, armaments, and missile subsystems around the world. OTS empowers the U.S. military and its allies with an extensive range of overarching product segments applied across all levels of strategic and tactical operations, providing a cutting-edge advantage to our warfighters. Our Ethos of Honesty, Trust, Transparency, and Alignment, are the guiding principles that form the foundation of everything we do. Integrity is paramount, innovation fuels our passion, customer satisfaction is at the core of our mission, and collaboration is key to our success - fostering a culture of teamwork and mutual respect among employees, partners, and stakeholders. Whether you're just starting out on your career journey or are an experienced professional, we offer a robust total rewards package that goes above and beyond with compensation; healthcare, wellness, retirement, and work/life benefits that include career development and recognition programs. If who we are and what we do resonates with you, we invite you to join our high-performance team! Job Summary: Provides technical support to the organization's internal users of computer applications and hardware (e.g., PCs, servers, mainframes) | Answers questions regarding system procedures, online transactions, systems status and downtime procedures and is typically located within a call center | Collaborates with network services, software systems engineering and/or application development in order to restore service and/or identify problems | Maintains a troubleshooting tracking log ensuring timely resolution of problems Impact of the Role:
<h3 class="jobSectionHeader"><b>General Profile</b></h3><ul><li>
Working supervisor of a team (spends a portion of time performing the work supervised) or supervises the daily activities of production team members</li><li>
Must have one or more of any direct report type</li><li>
Analyses information to solve on-going problems and implements procedures and approaches to complete work
</li><li>Responsible for results of the team</li><li>
Provides direction to team using extensive knowledge of established precedents and practices</li><li>
Consistent exercise of discretion &amp; judgment</li></ul>
Essential Functions:
<ul><li>Supervises all aspects of the organization's technical help desk.
</li><li>Provides mentoring and leadership to the team.
</li><li>Develops and optimizes processes to achieve service level requirements and performance goals.
</li><li>Establishes policies and procedures that produce high-quality service to internal customers.
</li><li>Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems.
</li><li>Reviews key metrics to analyze the help desk performance and identify problem areas.
</li><li>Supports resource planning and decision-making.
</li><li>Aligns help desk activities, strategies and initiatives to support and enhance the objectives of the organization.
</li><li>Collaborates with and trains technical teams to ensure accurate ticket categorization and resolution.
</li><li>Leads and directs the work of other employees and has some responsibility for personnel actions including hiring, performance management, and termination with concurrence from HR &amp; General Managers.
</li><li><ul>Required Qualifications:
<li><ul><li><b>Required education and experience:</b> Associate's Degree and 3-5 years' experience OR Equivalent Combination of Relevant Education &amp;/or Experience</li><li><b>
Critical professional related technical skills; computer skills:</b> Proficient in Microsoft Office (Excel, Word, PowerPoint)</li></ul></li>
Preferred Qualifications:
<li><ul><li><b>Preferred education and experience:</b> Bachelor's Degree</li><li><b>
Discipline/Major:</b> Business or IT degree preferred</li><li><b>
Knowledge, skills &amp; abilities:</b> Help Desk Management. Issue Resolution. Process Optimization. Solution Delivery. Upgrades Management. Vendor Management. Technical Project Management. Performance Metrics. IT Help Desk Software.</li></ul></li>
Physical Requirements:
<li><ul><li>Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.</li><li>
Work primarily in a climate-controlled environment with minimal safety/health hazard potential.</li></ul></li>
Travel Requirements: Up to 25% travel likely. _____________________________: The above statements describe the general nature and level of work only. The statements do not represent an exhaustive list of required responsibilities and skills. Other duties may be added or this job description may be amended at any time. This job description does not alter an employee's at-will employment status or create an employment agreement or contract, implied or otherwise.</ul></li></ul></div>

Supervisor, End User Svcs

Blink Health

<div><div><p><b>Company Overview:</b></p>
<p>
Blink Health is the fastest growing healthcare technology company that builds products to make prescriptions accessible and affordable to everybody. Our two primary products &ndash; BlinkRx and Quick Save &ndash; remove traditional roadblocks within the current prescription supply chain, resulting in better access to critical medications and improved health outcomes for patients.</p>
<p>
BlinkRx is the world's first pharma-to-patient cloud that offers a digital concierge service for patients who are prescribed branded medications. Patients benefit from transparent low prices, free home delivery, and world-class support on this first-of-its-kind centralized platform. With BlinkRx, never again will a patient show up at the pharmacy only to discover that they can't afford their medication, their doctor needs to fill out a form for them, or the pharmacy doesn't have the medication in stock.</p>
<p>
We are a highly collaborative team of builders and operators who invent new ways of working in an industry that historically has resisted innovation. Join us!</p></div><h3 class="jobSectionHeader"><b>
About the Role</b></h3>
<p>
At Blink Health, we're committed to making prescription medications more affordable and accessible for everyone. Behind that mission is a reliable, scalable, and user-focused IT organization.</p>
<p>
We're looking for an IT Support Manager to lead our Service Desk team and own the end-to-end support experience for employees across Blink. This role is equal parts people leadership, operational ownership, and hands-on problem solving. You'll be responsible for ensuring our teams&mdash;from corporate functions to pharmacy operations&mdash;have seamless, secure, and efficient access to the tools they need to do their best work.</p>
<p>
You'll partner closely with Engineering, Network, and Information Security teams to support a growing, fast-paced environment, while continuously improving how we deliver IT support at scale.</p>
<h3 class="jobSectionHeader"><b>
What You'll Do</b></h3>
<h4 class="jobSectionHeader"><b>Lead the Service Desk</b></h4>
<ul><li>Own day-to-day Service Desk operations, ensuring high-quality, responsive support across the organization.</li>
<li>Hire, mentor, and develop a high-performing team with a strong customer-first mindset.</li>
<li>Set clear expectations, track performance, and continuously improve SLAs, KPIs, and team effectiveness.</li>
<li>Act as an escalation point for complex or high-impact issues, ensuring timely and thoughtful resolution.</li>
</ul><h4 class="jobSectionHeader"><b>Deliver a High-Quality Employee Experience</b></h4>
<ul><li>Ensure a seamless IT experience for all employees, including high-touch, white-glove support for executive stakeholders.</li>
<li>Oversee support across MacOS, Windows, and core SaaS platforms (Okta, Google Workspace, Slack, Zoom).</li>
<li>Maintain strong onsite support standards, including hardware setup, office support, and AV readiness for key meetings.</li>
</ul><h4 class="jobSectionHeader"><b>Own User Lifecycle &amp; Access Management</b></h4>
<ul><li>Lead onboarding and offboarding processes, ensuring timely and secure provisioning and de-provisioning of access.</li>
<li>Partner with HR and Security to ensure processes are efficient, compliant, and scalable.</li>
<li>Identify opportunities to automate and streamline identity and access workflows.</li>
</ul><h4 class="jobSectionHeader"><b>Drive Asset &amp; Endpoint Management</b></h4>
<ul><li>Own IT asset lifecycle management, including procurement, tracking, auditing, and refresh planning.</li>
<li>Ensure endpoints are securely managed and compliant using MDM tools such as Jamf and Intune.</li>
<li>Maintain clean, accurate inventory and documentation to support growth and operational needs.</li>
</ul><h4 class="jobSectionHeader"><b>Strengthen ITSM &amp; Change Management</b></h4>
<ul><li>Own and improve Service Desk processes across incident, request, problem, and change management.</li>
<li>Ensure the Service Desk is tightly integrated into change control processes, with clear communication and risk awareness.</li>
<li>Leverage tools like Jira Service Management to drive visibility, accountability, and continuous improvement.</li>
</ul><h4 class="jobSectionHeader"><b>Partner Across IT &amp; the Business</b></h4>
<ul><li>Work closely with Network Engineering, Information Security, and DevOps to support system changes, rollouts, and projects.</li>
<li>Act as the connective tissue between end users and technical teams, ensuring alignment and smooth execution.</li>
<li>Support security initiatives and compliance efforts as a key operational partner to InfoSec.</li>
</ul><h4 class="jobSectionHeader"><b>Improve, Scale, and Simplify</b></h4>
<ul><li>Use data and trends to identify recurring issues and implement long-term fixes.</li>
<li>Build and maintain a strong knowledge base and self-service capabilities.</li>
<li>Continuously look for ways to simplify processes, reduce friction, and improve the overall support experience.</li>
</ul><h3 class="jobSectionHeader"><b>What You'll Need</b></h3>
<ul><li>7+ years of IT support experience, with 2&ndash;3+ years leading Service Desk or IT Support teams.</li>
<li>Experience operating in fast-paced, high-growth environments with evolving priorities.</li>
<li>Strong technical foundation across MacOS, Windows, and modern SaaS tools (Okta, Google Workspace, Slack, Zoom).</li>
<li>Hands-on experience with ITSM tools (Jira Service Management preferred).</li>
<li>Experience with MDM platforms such as Jamf and/or Microsoft Intune.</li>
<li>Deep understanding of user lifecycle management and access provisioning.</li>
<li>Experience managing IT assets and supporting endpoint lifecycle at scale.</li>
<li>Solid understanding of ITIL principles, with a practical, execution-focused approach.</li>
<li>Strong communication skills and the ability to work effectively across technical and non-technical teams.</li>
<li>A bias toward action, ownership, and continuous improvement.</li>
</ul><h3 class="jobSectionHeader"><b>What Sets You Apart</b></h3>
<ul><li>You take ownership and operate with a strong sense of accountability.</li>
<li>You balance speed with quality in a fast-moving environment.</li>
<li>You focus on solving root causes, not just symptoms.</li>
<li>You build strong partnerships and communicate clearly across teams.</li>
<li>You care deeply about the employee experience and take pride in delivering great service.</li>
</ul><div><p><b>
Why Join Us:</b></p>
<p>
It is rare to have a company that both deeply impacts its customers and is able to provide its services across a massive population. At Blink, we have a huge impact on people when they are most vulnerable: at the intersection of their healthcare and finances. We are also the fastest growing healthcare company in the country and are driving that impact across millions of new patients every year. Our business model not only helps people, but drives economics that allow us to build a generational company. We are a relentlessly learning, constantly curious, and aggressively collaborative cross-functional team dedicated to inventing new ways to improve the lives of our customers.</p>
<p>
We are an equal opportunity employer and value diversity of all kinds. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</p>
<p>
Applicants who provide their phone number and consent to receive text messages may receive SMS or MMS updates from Blink Health regarding their application.</p></div></div>

IT Support Manager (Service Desk)

O'Reilly Auto Parts

<div><p>The Retail Facilities Coordinator (RFC) is responsible to ensure that the retail store locations are maintained in a condition that represents our brand positively to both our team members and customers, that the facilities are safe and secure for our team members and customers, that the facilities are maintained in accordance with lease agreements and all governmental rules and regulations through the most efficient use of resources both internal and commercially available. RFC will be responsible for performing the day to day tasks by addressing routine break/fix repairs, emergencies and city violations that arise within the retail stores. Requests for repairs will be received via phone calls, emails and the Maintenance and Repair System (MARS) in a first come first service queue method. Success in this role will have a positive impact on customer experience, team member morale and store profitability.</p><p></p><p><b>
ESSENTIAL JOB FUNCTIONS</b></p><p>
The Retail Facilities Coordinator oversees all routine break fix repairs for the stores or submit larger repairs/replacements to the Senior Coordinator queue.</p><p>
The function of the RFC is to initiate, oversee, and execute facility maintenance routine break fix repairs in a cost effective and timely manner.</p><p>
Provides cost per repair, defines scoped of works and repairs, responsible for all internal and external communication. Must be able to facilitate as facets of break fix repairs and coordinating those repairs.</p><p>
Asset protection and facility sustainment is accomplished through procedures that include, but not limited to, preventative maintenance programs, both temporary and permanent break/fix repairs.</p><p>
The Retail Facilities Coordinator fields repair requests via email, phone calls or MARS.</p><p>
Process the service request to determine responsibility of repair by review of leases, exhibits and warranty timelines within Lucernex/MARS in order to delegate to appropriate party.</p><p>
In the event O&rsquo;Reilly is responsible for repairs and costs the Retail Facilities Coordinator will determine if the repair is O&rsquo;Reilly responsibility and review each request, identify needs, establish scope, and procure contractors/trades.
</p><p>Place service request in process, if not the service request will be forwarded to the appropriate team to address the repair/replacement.</p><p>
Generate work order to approved vendor; outlined scope of work, completion date, and setting Not To Exceed pricing</p><p>
Submittal and release for work to begin</p><p>
Work that requires additional investigation or in-depth evaluation will be submitted to the Senior Coordinator queue for resolution.</p><p>
Check &ldquo;work complete&rdquo; within MARS</p><p>
Oversight, follow up, and communication will be employed throughout the above mentioned process utilizing MARS dashboard and query reporting.</p><p>
Items essential to the maintenance and repair process are as follows:</p><p>
Knowledge of facility ownership, lease duration, tenant/owner responsibility, and city codes/restrictions</p><p>
Interface with other departments, jurisdictions, contractors, and field operations to ensure that repairs and completed.</p><p>
RFC&rsquo;s must effectively communicate, prioritize, organize, and manage their time. The ability to adapt to a continually changing work load and multitask is essential and must maintain versatility and flexibility while keeping records to ensure that all needs are properly met.</p><p>
Following up, completion review, and monitoring contractor performance are quality assurance practices utilized by the RFC.</p><p>
Process all MARS requests, from service request, work order. An estimated annual service request per RFC is&hellip;..</p><p></p><p><b>
SKILLS/EDUCATION/KNOWLEDGE/EXPERIENCE/ABILITIES</b></p><p><b>
REQUIRED</b></p><p>
High School diploma with 2-4 years construction, maintenance, HVAC, electrical or related trades experience
</p><p>Good people skills
</p><p>Excellent Customer Service</p><p>
Must be able to multi-task and possess proven dependability and reliability
</p><p>A basic knowledge of computers, (including but not limited to, Word, Excel, E-mail, Internet and database systems)
</p><p><b>DESIRED</b></p><p>
High School diploma with 3-5 years construction, maintenance, HVAC, electrical or related field experience.</p><p>
O&rsquo;Reilly Auto Parts has a proven track record of growth and stability. O&rsquo;Reilly is full of successful career stories and believes in a strong promote-from-within philosophy, encouraging you to grow your career along with the organization.</p><p></p><p><b>
Total Compensation Package:</b></p><ul><li><p>
Competitive Wages &amp; Paid Time Off</p></li><li><p>
Stock Purchase Plan &amp; 401k with Employer Contributions Starting Day One</p></li><li><p>
Medical, Dental, &amp; Vision Insurance with Optional Flexible Spending Account (FSA)</p></li><li><p>
Team Member Health/Wellbeing Programs</p></li><li><p>
Tuition Educational Assistance Programs</p></li><li><p>
Opportunities for Career Growth</p></li></ul><p></p><p><i>
O&rsquo;Reilly Auto Parts is an equal opportunity employer. </i><i>The Company does not discriminate on the basis of race, religion, color, national origin or ancestry (including immigration status or citizenship), sex, sexual orientation, gender identity, pregnancy (including childbirth, lactation, and related medical conditions,) age (40 and over), veteran status, uniformed service member status, physical or mental disability, genetic information (including testing or characteristics) or another protected status as defined by local, state, or federal law, as applicable.</i></p><p></p><p><i>
Qualified individuals with a disability may be entitled to reasonable accommodation under the Americans with Disabilities Act. If you require a reasonable accommodation during the application or employment process, please send an email to: </i><i>rar@oreillyauto.com</i><i> or call (800) 471-7431 option , and provide your requested accommodation, and position details.</i></p></div>

Facilities Help Desk Coordinator

Insight Global

<div>
 <p>
  <strong>
   Position:
  </strong>
  IT Project Manager
 </p>
 <p>
  <strong>
   Location:
  </strong>
  Onsite 5 days a week 444 SW 2nd Avenue, Miami Florida 33130
 </p>
 <p>
  <strong>
   Start date :
  </strong>
  ASAP
 </p>
 <p>
  <strong>
   Duration:
  </strong>
  Ongoing contract
 </p>
 <p>
  <strong>
   Pay Rate:
  </strong>
  18hr
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Must-haves
  </strong>
 </p>
 <ul>
  <li>
   1-2 year's experience of basic service desk experience
  </li>
  <li>
   Networking and app support experience
  </li>
  <li>
   Communicate clearly and effectively to technical situations with non-technical users
  </li>
  <li>
   Windows/Microsoft exp
  </li>
 </ul>
 <p>
 </p>
 <p>
  <strong>
   Plusses
  </strong>
 </p>
 <p>
  CompTIA A+ certification
 </p>
 <p>
 </p>
 <p>
  <strong>
   Day-to-Day
  </strong>
 </p>
 <p>
  Our client is looking for an Tier 1 IT Technician to help support there building in Miami. This person needs have basic service desk experience as they are going to need to be able to efficiently diagnose, troubleshoot, and correct technical-support problems. The ideal candidate would come from 1-2 years of previous experience and be ready to hit the ground running!
 </p>
 <p>
 </p>
</div>


Help Desk Technician

Liberty Tax

<div><div><b>Position Title: </b>Help Desk Support Specialist</div><div><b>
Department: </b>Network Infrastructure</div><div><b>
Status: </b>Full-Time</div><div><b>
Reports to: </b>Help Desk Manager</div><div></div><div><b><br>
Position Purpose</b></div><p>
Serve as a Help Desk Support Specialist assigned to the Help Desk Team. Assist users experiencing any procedural or operating difficulty with the use of IT applications, products, or services. Manage the recording, prioritization, and tracking of user incidents, requests, and resolve common incidents directly. Complex and/or high priority incidents are elevated to specialized support groups for resolution, but the specialist is responsible for ensuring that an effective solution is provided to the user. The specialist is the point of contact for IT user support needs. Staff assigned to this position will troubleshoot customer technical incidents on-site and in a remote support environment. Manage and maintain end user equipment including workstations, laptops, printers, and other devices.</p><div></div><div><b><br>
Position Responsibilities/Duties/Functions/Tasks</b></div><br>
<div></div><ul><li>
Provide a rapid response to reports of service interruptions, outages, service requests, and incidents received via multiple communications channels.</li><li>
Record required user and incident information in the Technical Assistance Solution Center (TASC); track the status of open service tickets using TASC.</li><li>
Establish the priority of recorded incidents and resolve common client service requests using available resources; determine the most effective manner to resolve the customers reported incident.</li><li>
Elevate complex and/or high priority incidents to the appropriate support groups for resolution.</li><li>
Verify that suggested solutions effectively resolve the users&rsquo; reported incidents; update the TASC ticket with the most current information; close tickets in TASC.</li><li>
Update technical information databases (knowledge base) as appropriate.</li></ul><ul><li>
Maintain end user equipment by performing installs or upgrades of software or hardware.</li><li>
Fulfil IT service requests related to the end user operations including accounts, groups, applications, and hardware.</li><li>
Perform other job duties requiring skills, knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on current workloads and department needs.</li></ul><div></div><div><b><br>
Minimum Qualifications</b></div><div><ul><li>
Requires any combination of education and experience (above the high school level) equivalent to a minimum of two (2) years in fields utilizing the required knowledge, skills, and abilities; or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.</li></ul></div><div></div><div><b><br>
Preferred Qualifications</b></div><div><ul><li>
Prefer recent work experience within a Technical Call Center/Support Center/Help Desk in a job role equivalent to Support Center Analyst, Help Desk Analyst, Service Desk Technician, Help Desk Technician or Customer Service Representative</li></ul></div><div></div><div><b><br>
Knowledge-Skills &amp; Abilities required to perform satisfactorily</b></div><ul><li>
Knowledge of industry best practices and standards for an IT Support Center Specialist or Customer Service Representative.</li><li>
Knowledge of IT Support software and monitoring tools</li><li>
Knowledge of industry standards and best practices for IT Service Management.</li><li>
Knowledge of IT Support operational policies, standards, and procedures.</li><li>
Skill in communicating with technical staff, customers, and management.</li><li>
Skill in performing technical research and troubleshooting in the areas of hardware and software.</li><li>
Skill in basic technical documentation.</li><li>
Skill in the operation and/or use of information technology systems.</li><li>
Ability to provide rapid response to reports of service interruptions, outages and service requests received via multiple communications channels (telephone, e-mail, chat, instant messaging, and web)</li><li>
Ability to troubleshoot and monitor customer technical incidents in a remote support environment.</li><li>
Ability to help customers resolve technical incidents in a timely manner.</li><li>
Ability to document incidents, requests, and resolutions within TASC.</li><li>
Ability to determine the most effective manner to resolve the client&rsquo;s reported incident.</li><li>
Ability to track the status of all open service tickets using TASC.</li><li>
Ability to maintain effective working relationships with management, department, user, and contracted personnel.</li><li>
Ability to receive, execute and effectively communicate complex oral and written instructions.</li></ul><div></div><div><b><br>
Physical Demands and Work Environment</b></div><div><ul><li>
Requires light to medium work that involves walking, standing, stooping, and lifting some of the time and exerting up to 50 pounds of force, and routine keyboard operations.</li></ul></div><div></div><div><b><br>
Special Requirements</b></div><ul><li>
All employees may be expected to work hours more than their normally scheduled hours in response to short-term department needs and/or company-wide emergencies.</li><li>
Must be available to work evenings, weekends, holidays, and overtime when required to meet operational needs.</li></ul><div></div><div><b><br>
Employee Acknowledgement</b></div><div>
This is not necessarily an exhaustive list of responsibilities, skills, duties, requirements, efforts or working conditions. While this list is intended to be an accurate reflection of the current job, Liberty Tax Service reserves the right to revise the functions and duties of the job or to require that additional or different tasks be performed when circumstances change (i.e., emergencies, changes in personnel, workload, or technological developments).</div><div></div><div><br>
Liberty Tax Service is an equal opportunity employer.</div></div>

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