Supervisor, Desktop Support
Hanger, Inc. - Austin, TX

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Overview:

Supervisory position reporting to the Director of Support Services. Responsible for managing a team that provides end-user support for hardware, software and network assistance. Duties consist of handling Level II and III Service Desk tickets. Software and Hardware support may require installation and configuration for both “off the shelf” and customized software including financial, healthcare, and HR systems. This is a working supervisor position with approximately 25% of time invested in team management/development and 75% of time working technical issues and supporting enterprise initiatives.

Responsibilities:

Essential Functions:
  • Lead and performance-manage team of Desktop Support technicians
  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, network and systems
  • Communicate plans and progression of issue resolution in a timely manner
  • Verify issue resolution with the customer and update Service Desk ticketing system
  • Install and configure complex hardware and software applications
  • Provide support for upgrades and enhancements
  • Image configuration management for desktop, laptops, and servers
  • Work closely with infrastructure, database, and development personnel to resolve user issues
  • Actively contribute to ongoing process improvement
  • Configure, install, and support servers, desktop hardware, and software
  • Document fixes and contribute to the standardization of processes and procedures
  • Ensure end-user device patch management is up-to-date

Additional Responsibilities:
  • Performs other duties or special projects as assigned

Qualifications:

Requirements/Skills:
  • Four year degree or 3-5 years related experience required
  • 2 years minimum experience in supervisory position
  • Minimum 3 years of experience supporting Windows environment
  • Strong communication, interpersonal, and analytical skills
  • Ability to work independently and in a dynamic environment
  • Strong project management skills desired

Hanger, Inc. - 19 months ago - save job - block
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