Help Desk Manager (Information Sciences Department)
Research Foundation for Mental Hygiene, Inc. - Orangeburg, NY

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DESCRIPTION

Supervise all help desk functions. This individual will serve both as the manager of the 2-person help desk and the senior desktop technician for NKI's 400-user network.

DUTIES

Responsibilities Include:
  • Organizing and managing Help Desk resources
  • Senior-level, hands-on desktop support and troubleshooting
  • Management of over 400 user accounts, including new network account creation, resetting of passwords, and removal of aged accounts
  • Logging calls received via e-mail and phone and assigning problem tickets to staff
  • Configuration and distribution of all personal computers
  • Hardware problem diagnosis and resolution (minor hardware fixes and upgrades are performed in-house)
  • Pre-sales configuration of new PCs
  • Maintaining an accurate inventory of all equipment
  • Monitoring security and acceptable use policy compliance
QUALIFICATIONS

This position requires a bachelor's degree and four years experience in technical support, with at least two of those years in desktop support, or a master's degree and three years experience. Candidates must possess:
  • Strong supervisory skills and judgment. Must be able to quickly diagnose problems and know when to escalate and to whom.
  • Expertise and proven success in supporting and troubleshooting, at a minimum, Windows, Microsoft Office, and Internet Explorer. Other software in use at NKI includes McAfee VirusScan and ePolicy Orchestrator (ePO), Web filtering software, XenApp clients, SPSS, SAS, and Juniper VPN. Macintosh and/or Linux experience is a plus.
  • Excellent diagnosis and problem-solving skills in the areas of operating systems and general software, hardware, and virus removal
  • Skills in configuring and troubleshooting peripheral devices such as printers and scanners.
The successful candidate will have a history of working independently while also interacting well with management and senior-level staff in a dynamic, busy, and technically diverse environment.

  • The Research Foundation is a private not-for-profit corporation and is not an agency or instrumentality of the State of New York. Employees of the Research Foundation are not state employees, do not participate in any state retirement system and do not receive state fringe benefits. Excellent benefits package, AA/EEO Employer.
Applications will only be accepted through website at: http://corporate.rfmh.org - Click on Employment Opportunities. Applications will be accepted only during the posting dates as listed at the top of the job announcement.

Responsibilities Include:
  • Organizing and managing Help Desk resources
  • Senior-level, hands-on desktop support and troubleshooting
  • Management of over 400 user accounts, including new network account creation, resetting of passwords, and removal of aged accounts
  • Logging calls received via e-mail and phone and assigning problem tickets to staff
  • Configuration and distribution of all personal computers
  • Hardware problem diagnosis and resolution (minor hardware fixes and upgrades are performed in-house)
  • Pre-sales configuration of new PCs
  • Maintaining an accurate inventory of all equipment
  • Monitoring security and acceptable use policy compliance