IT HELPDESK SUPERVISOR

IT HELPDESK SUPERVISOR From: Gia Long, Interim CEO/President Date: April 2, 2024 Re: EXTERNAL JOB POSTING – IT Helpdesk Supervisor Beginning Tuesday, April 2, 2024, Riviera Utilities will begin taking applications to fill a job vacancy for Helpdesk Supervisor.
We are considering applicants with qualifications in the following range, salary commensurate with education and experience.
QUALIFICATIONS Education and Experience: Associate’s Degree in a computer related field and (4) year’s technical IT experience in tech support specialist positions including installing, configuring, networking and troubleshooting desktop operating systems and Microsoft office applications.
This position also requires at least one year leading project teams, managing employees, or an equivalent combination of education and experience.
Advanced computer science education and certifications in Microsoft, Cisco, CompTIA are preferred and will be considered in lieu of some of the experience.
Special Qualifications: Possession of or ability to obtain a valid Driver’s License within 60 days of employment.
Applications accepted for the open position through Tuesday, April 16, 2024.
Interested individuals should go to our website at www.
rivierautilities.
com to review the Job Descriptions for this opening, click on the Application link, complete the application, and submit it by the deadline.
In Compliance with the Alabama Immigration Law, Riviera Utilities participates in the Federal E-Verify Identification Program.
Salary Range: $54,992.
08 - $87,987.
64 Pay Grade 110 IT HELPDESK SUPERVISOR Department: Administration – Information Technology Pay Grade: 110 FLSA Status: Non-Exempt Reports to: IT Manager Effective Date: February 2024 JOB SUMMARY The Helpdesk Supervisor is responsible for overseeing the day-to-day operations of our helpdesk team, ensuring prompt and efficient resolution of user-reported IT issues.
A pivotal aspect of this role entails acquiring an in-depth understanding of the applications utilized across the organization and facilitating access to this knowledge among all IT members.
This position will actively collaborate with the IT engineering team to expedite the resolution of escalated issues, further optimizing IT support processes.
Reporting directly to the IT Manager, the Helpdesk Supervisor will serve as a vital bridge between frontline support and the resolution of complex challenges, ensuring the delivery of exceptional customer service while effectively resolving all technical issues.
JOB FUNCTIONS Essential Functions: Manage the day-to-day operations of the helpdesk, including assigning and prioritizing support tickets, ensuring timely responses, and following up on ticket resolution.
Supports and coaches team members on effective methods to research, troubleshoot and deliver solutions.
Trains the team on help desk systems, processes, tools and procedures required to document, track and resolve reported problems and to meet operational service levels and standards.
Monitors request queue and tracks key metrics to ensure sufficient coverage and achievement of standards.
Identifies system and workflow improvements to enhance team’s efficiency.
Promote the use of documentation to streamline support processes and improve knowledge sharing within the helpdesk team.
Follow up with users to identify areas of improvement.
Develop relationships with departments and employees to provide comfort and reassurance when applications are not working as expected and to give a feeling of confidence that issues will be handled correctly.
Assume a leadership role in ensuring that all IT support activities adhere to best practices and guidelines established by senior IT staff.
Collaborate with the IT Manager to manage and improve helpdesk performance, identifying areas for process optimization and efficiency.
Provide user support during high-volume or escalated situations, ensuring a high level of service.
Work closely with the engineering team to address escalated technical issues, ensuring swift and effective problem resolution.
Recruits, selects, and orientates additional personnel when authorized.
Evaluates employees on an annual basis, communicates their strengths and develops plans for improving productivity and workflow.
Identify training needs for helpdesk technicians, develop training plans, and facilitate training sessions to enhance their skills and knowledge.
Recognize areas where additional training or education may benefit other departments and assist in procuring and implementing the necessary training initiatives.
Participate in the development of disaster recovery procedures and IT configuration documentation.
Collaborate on technology initiatives that enhance the user experience without jeopardizing security.
Creates and maintains an approved list of Riviera software inventory and ensures license compliance.
Act as an internal liaison during disaster recovery and incident response at the direction of the IT manager, ensuring effective coordination and information dissemination.
Assist with the composition and review of policies, guidelines, and standards related to all IT functions.
Assist with hardware and software troubleshooting during equipment malfunctions or network incidents.
Stay up-to-date with developments in the information systems industry through continuous learning and professional associations.
Ensures the latest product/technical updates and policies are available and communicated to the team.
Establish and maintain strong relationships with team members, users, and stakeholders.
Other Functions: Performs other related duties as required/assigned.
QUALIFICATIONS Education and Experience: Associate’s Degree in a computer related field and (4) year’s technical IT experience in tech support specialist positions including installing, configuring, networking and troubleshooting desktop operating systems and Microsoft office applications.
This position also requires at least one year leading project teams, managing employees, or an equivalent combination of education and experience.
Advanced computer science education and certifications in Microsoft, Cisco, CompTIA are preferred and will be considered in lieu of some of the experience.
Special Qualifications: Possession of or ability to obtain a valid Driver’s License within 60 days of employment.
Knowledge, Skills, and Abilities: Knowledge of utility operations and standards that pertain to customer service with advanced understanding of utility billing and collection procedures.
Knowledge of Riviera’s operations, policies, organizational structure, and procedures.
Knowledge of leadership principles and practices such as authenticity, integrity, humility, motivation, communication, service, influence, recognition, collaboration, and innovation.
Knowledge of personnel management concepts such as leadership, motivation, communication, performance management, evaluation, goal setting, strategy development, and ethics Knowledge of desktop environments and basic network troubleshooting.
Ability to learn the functional aspects of software applications quickly as it relates to job roles throughout the company.
Ability to analyze helpdesk data and metrics to identify trends and areas for improvement.
Ability to excel in high-pressure situations, remaining composed, focused, and displaying a positive demeanor while effectively managing tasks.
Ability to manage relationships with IT service providers and vendors for hardware and software support.
Ability to manage projects to plan and execute helpdesk-related projects and initiatives.
Ability to multi-task with excellent time management skills.
Ability to read, analyze, comprehend, and interpret general business periodicals, professional journals, technical procedures, and complex data/instructions.
Ability to write reports, business correspondence and procedure manuals with proper format, punctuation, spelling and grammar using all parts of speech.
Ability to speak effectively to present information and respond to questions from groups of managers, employees, and supervisors with poise, voice control, and confidence using correct English and a well-modulated voice.
Ability to use logic and reasoning to identify strengths and weaknesses of alternative solutions, conclusions, or approaches to a problem.
Ability to make decisions about scheduling, coverage and call distribution to maximum efficiency and productivity.
Ability to effectively diffuse and de-escalate situations and resolve customer complaints.
Ability to communicate orally and in writing orally and in writing as appropriate for the needs of the audience so that others will understand the message.
Ability to give full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Ability to read and comprehend written documents, manuals, policies, and instructions.
Ability to determine how a system should work and how changes in conditions, operations, and the environment will affect outcomes.
Ability to establish and maintain interpersonal relationships with a wide variety of individuals.
Ability to listen and collect information from all relevant sources.
Ability to think and act creatively to develop, design, and create new ideas, systems, programs, or projects.
Ability to exercise initiative and be willing to take on new responsibilities and challenges.
Ability to generate or use different sets of rules for combining or grouping things in different ways.
Ability to pay careful attention to details and be thorough in completing work tasks.
Ability to be flexible, open to change and to variety in the workplace and assigned tasks.
Ability to have regular and predictable work attendance.
PHYSICAL DEMANDS This is light requiring up to 20 pounds of force occasionally and at times can require exerting up to 10 pounds of force to move objects.
Additionally, the following physical abilities are required: Balancing: sufficient to maintain body equilibrium to prevent falling while walking, standing or crouching on narrow, slippery, or erratically moving surfaces.
The amount of balancing exceeds that needed for ordinary locomotion and maintenance of body equilibrium.
Climbing: sufficient to ascend or descend ladders, stairs, scaffolding, ramps, poles and the like, using feet and legs and/or hands and arms.
Body agility emphasized.
Crawling: sufficient to move about on hands and knees or hands and feet.
Crouching: sufficient to bend the body downward and forward by bending leg and spine.
Feelings: perceiving attributes of objects such as size, shape, temperature or texture by touching with skin, particularly that of fingertips.
Fingers: picking, pinching, typing or otherwise working with fingers, rather than the whole hand as in handling.
Grasping: sufficient to apply pressure to an object with the fingers and palm.
Handling: sufficient to pick, hold, or otherwise work, primarily with the whole hand.
Hearing: sufficient to perceive the nature of sounds at normal speaking levels with or without correction.
Ability to receive detailed information through oral communication, and to make the discrimination in sound.
Ability to receive detailed information through oral communication, and to make the discrimination in sound.
Kneeling: sufficient to bend legs at knee to come to a rest on knee or knees.
Lifting: sufficient to raise objects from a lower to a higher position or moving objects horizontally from position-to-position.
Occurs to a considerable degree and requires substantial use of upper extremities and back muscles.
Mental Acuity: sufficient to make rational decisions through sound logic and deductive processes.
Pulling: sufficient to use upper extremities to exert force in order to draw, haul or tug objects in a sustained motion.
Pushing: sufficient to use upper extremities to press against something with steady force in order to thrust forward, downward or outward.
Reaching: sufficient to extend hand(s) and arm(s) in any direction.
Repetitive Motion: Substantial movements (motions) of the wrist, hands, and/or fingers.
Speaking: sufficient to express or exchange ideas by means of the spoken word including the ability to convey detailed or important spoken instructions to other workers accurately and concisely.
Standing: Particularly for sustained periods of time.
Stooping: sufficient to bend body downward and forward by bending spine at the waist.
Occurs to a considerable degree and requires full motion of the lower extremities and back muscles.
Talking: sufficient to express or exchange ideas by means of the spoken word including those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
Also includes shouting to be heard above ambient noise levels.
Visual ability 1: sufficient to perform an activity such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; and/or extensive reading.
Visual ability 2: sufficient to include color, depth perception, and field vision.
Visual ability 3: sufficient to determine the accuracy, neatness, and thoroughness of the work assigned or to make general observations of facilities or structures.
Visual ability 4: sufficient to operate motor vehicles and/or heavy equipment, by both day and night.
Visual ability 5: sufficient to perform an activity such as: visual inspection involving small defects, small parts, operation of machines; using measurement devices; and/or assembly or fabrication parts at distances close to the eyes.
Walking: sufficient to move about on foot to accomplish tasks, particularly for long distances or move from one work site to another.
WORK ENVIRONMENT The work environment is primarily that of an office job and the noise and temperature levels are moderate.
The job may occasionally require working outside in a variety of weather conditions.
To perform this job successfully, an individual must be able to perform the job functions satisfactorily.
Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described.
Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.