Information Technology Help Desk Supervisor
Current● Supervise 10 Help Desk Analysts supporting 250 physicians and 150 company staff.• Interview, hire and train new team members.• Create new IT training courses and provide instruction for technical support staff.• Monitor team schedules and ensure daily support coverage provided 24x7x365.• Manage performance appraisals, annual reviews, and professional development plans.● Manage IT hardware life cycle: hardware procurement, inventory provisioning, accurate configuration and deployment, repairs, upgrades, and end-of-life disposal.• Produce orders for vendors, submit price quotes, generate purchase orders, procure IT equipment; maintain minimum stock levels; handle warranty repairs; salvage obsolete hardware.● Provide Microsoft Active Directory administration.• Join and disjoin computer workstations to the domain.• Perform user account security functions (password reset, disable/enable, lock/unlock).● Enhance IT processes; update process documentation to match critical business mandates.• Update and modernize computer workstation build checklists for all systems.● Administer ITSM system for all IT incidents and service requests.• Audit, monitor and report on aging tickets, priority escalations, and re-opened incidents.• Create and assign tickets to team members to load balance priorities.● Deliver direct IT support to company staff and physicians to contribute to the team’s success.• Answer incoming phone calls on the support line and provide excellent service.• Assess the impact and urgency of reported incidents and respond appropriately.• Resolve technical problems using remote control tools for expedient resolution.• Image computers, OS updates, create user profiles, install programs, do data migrations (Windows 7, 10).• Diagnose, repair and upgrade workstation hardware components (GPUs, RAM, SSDs, Wi-Fi cards).• Handle security matters in a prompt, responsible manner (data encryption, active directory administration, malware, MFA).
