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Urgent! IT Helpdesk Supervisor Job Opening In San Antonio – Now Hiring Rx Technology

IT Helpdesk Supervisor



Job description

JOB OVERVIEW

The RX Technology Helpdesk is the first point of contact for all employees seeking IT assistance.

The Helpdesk Supervisor will be responsible for ensuring that all MSP clients receive prompt and courteous service, and that all IT issues are resolved in a timely manner.

Additionally, the Helpdesk Supervisor will be responsible for managing the Helpdesk Analysts' workload, providing feedback, and coaching, and conducting performance reviews.

Connectwise SME a plus.

Responsibilities and Duties

Manage a team of support technicians and act as a mentor and coach to team members.

Ensure that all helpdesk tickets are responded to in a timely and professional manner

Assign tickets to appropriate team members based on skillset and availability

Monitor ticket queues and escalate tickets as necessary

Train new team members on helpdesk procedures

Create and maintain documentation for helpdesk procedures

Stay up to date on changes to company software and hardware and update team members accordingly

Develop and implement strategies to improve helpdesk efficiency

Monitor team performance and provide feedback

Recognize and reward team members for exemplary performance

Address customer complaints and concerns in a prompt and professional manner

Serve as a point of contact for escalated tickets

Escalate unresolved issues to appropriate parties

Take steps to investigate and resolve complex issues and escalate appropriately.

Ensure all requests are completed and tracked.

Ensure SLA's, metrics and allocation of resources are current and efficient.

Work on upgrading internal processes.

Ex. SOP, Documentation, Knowledge base, etc.

Maintain the internal systems of the help desk.

EX.

ConnectWise Automate, etc

Work with other departments to coordinate and plan for projects and sales opportunities.

Conduct research into a wide range of computing issues as required.

Present ideas in user-friendly language to non-technical staff and end users.


Qualifications

Education:

Bachelor's degree in MIS< IT related field or related experience

Experience

3+years experience in customer service or technical support role

2+ years experience in a supervisory role

Exceptional written and verbal communication skills

Strong problem solving and analytical skills

Strong interpersonal communication and customer service skills.

Experience with Windows server infrastructures including Active Directory, Windows 2012/2016/2019 server, Office 365, Group Policy.

Company overview

Founded and headquartered in San Antonio in 1995, our company supports the data, security, and IT needs of every client with efficient, solution based services.

Rx Technology has experienced tremendous growth over the last 29 years but continues to maintain the principles on which it was founded: integrity, reliability and a focus on client relationships.



Required Skill Profession

Computer Occupations



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    Unlock Your IT Helpdesk Potential: Insight & Career Growth Guide


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