Responsibilities:

• Oversee help desk functions and participate in customer technical assistance by phone, electronically and in person
• Resolve problems to the end user’s satisfaction
• Supervise ticketing assignmens through the queue- based NTConnections ticketing system
• Modify configurations, utilities, software default settings, etc. for customer workstations
• Administer help desk software to log all help desk interactions
• Install, configure and test new workstations, peripheral equipment and software
• Execute server builds and installations within a diverse set of customer premises
• Manage customer interaction to ensure clear and attainable expectations 
• Help develop recommendations for improved customer solutions
• Maintain inventory of all equipment, software and software licenses
• Identify and escalate situations requiring senior level attention

Key Competencies:
• Customer service orientation
• Technical aptitude
• Problem solving
• Adaptability
• Attention to detail
• Stress tolerance
• College degree in relevant field
• 3 years of relevant technical supervisory experience
• Certifications: MCITP or MCSE
• Willing to comply with comprehensive background check