Desktop Support Supervisor

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Requisition ID: 120659
Job Category: IT
Location: United States-Texas-El Paso-1440 Goodyear Drive El Paso 79936
Posted Date: 7/27/2017 10:59:38 AM
Job Summary 

Establishes, prioritizes, and supervises varied tasks relating to Desktop Support, via phone, remote computer access and in person. Coordinates all installations and fixes for desktop computers including computer labs, computer classrooms, training and administrative systems. Responsible for the setup, maintenance and on­going administration of various mission critical servers.

Job Functions

  • Configure, test, install, advanced troubleshooting of software, hardware and IT issues
  • Conduct training sessions for complex installation and supervise Tier 1 and 2 support staff
  • Identify product improvements to maximize customer satisfaction

  •  Keep team members and management informed of progress, activity and customer  status

Key Job Responsibilities


·           Responsible for the management, operation, and administration of all Desktop Support file and application servers.

·           Analyzes and develops, information technology infrastructure systems and sub systems.

·           Ensures that an advanced level of expertise and technical support are provided to the entire organization on information technology systems and services.

·           Assists organization users in assessing the technical requirements that meet the needs of their operation.

·           Approves new and established procedures for preventative and remedial maintenance of systems.

·           Coordinates and ensures that quality customer service is provided to staff, management and employees of the organization.

·           Assists with evaluating and recommending of hardware and software upgrades and software packages.

·           Works with vendor personnel to identify and solve all vendor hardware and software problems.

·           May be required to work a flexible schedule, including nights, weekends and holidays.

Responsible for establishing job standards for subordinate staff and effectively evaluating staff.

Other Related Duties


·           May serve as a liaison between the immediate organization and regional operations, other providers, vendors and telecommunications organizations.

Performs other duties as requested.

Job Requirements


Minimum Education and Experience:

·           Bachelor's degree or equivalent work experience

·           Technology and network systems certifications preferred

·           Additional job related experience and/or education may substitute for the required education on a year-for-year basis

·           Five years job-related work experience required

Knowledge, Skills and Abilities:

·           Requires in-depth analysis to interpret and evaluate obscure/vague information in the development of new solutions for complex technical and/or managerial problems.

·           The knowledge and/or technology used in quality assurance concepts and procedures.

    Excellent communication, writing and organization skills

·           Proficiency with Microsoft Office; Intermediate knowledge of Excel, Word and Outlook

·           Ability to establish and maintain a professional relationship with team members and department contacts

·           Ability to cooperate with team members to meet goals or complete tasks

Ability to treat all internal/external customers and team members with dignity/respect

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