Our client seeks an IT Support Supervisor to lead the help desk team, manage daily operations, and ensure top-tier technical support and customer service. Strong communication and leadership skills are key to success in this role.
Job Type: Full-Time Direct Hire
Work Location: Scottsdale, AZ
Responsibilities:
- Manage the Desktop Support Team's daily operations, ensuring timely ticket responses and resolutions; coordinate with third-party vendors as needed.
- Deliver prompt, professional support to customers through phone, email, and in-person interactions.
- Diagnose and troubleshoot customer computer issues by asking targeted questions and providing solutions.
- Document issue resolutions in the service ticketing system.
- Follow up on open, active, and resolved tickets to ensure customer satisfaction.
- Troubleshoot and replace defective PC and peripheral hardware.
- Install, configure, and maintain desktops, laptops, printers, and other hardware onsite and offsite as required.
- Coordinate repairs for hardware, including copiers and fax machines, with external vendors.
- Propose improvements to processes, procedures, and tools to enhance team efficiency.
- Maintain accurate hardware and software inventory records, including locations, configurations, and service histories.
- Oversee inventory for devices, peripherals, components, spares, and consumables.
- Train team members on new software and hardware.
Skills and Experience:
- High School Diploma or GED required; Bachelor’s degree in Computer Science, IT, or related field or equivalent background and experience.
- 8+ years of experience in Tier 1, 2, and 3 desktop support supporting MS Windows and MAC systems, including installation, troubleshooting, and configuration.
- 2+ years of supervisory experience required.
- Relevant certifications such as CompTIA A+, MS Office Specialist, Dell Certified Enterprise Engineer preferred.
- Proficiency in Active Directory for user management.
- Skilled in utilizing Office 365 applications, including Outlook, Word, and Excel.
- Competency in installing, configuring, and repairing hardware and software.
- Excellent verbal and written communication skills, including the ability to resolve issues calmly and clearly.
- Flexibility to work early mornings, late evenings, weekends, and holidays as needed.
