Responsibilities

The IT Customer Service Supervisor has supervisory responsibility for tier 1 IT support: incident management, service requests, configuration requests, problem management and requests for information.

Essential Functions:

Provide tier 1 IT support for end-user technical and service issues.
Establish and enforce Help Desk service-level agreements in consultation with end users to establish problem resolution expectations and time frames.
Create visibility to ticket assignments and escalations, providing follow-up to meet service-level expectations.
Coordinate and/or perform hands-on fixes at the desktop level, including installation and upgrade of software, installing hardware, implement file back-ups and configuring systems and applications.
Participation with maintaining inventory of hardware, software and support assets.
Experience working with multitiered ticket handling/resolution systems.
Continue to improve Help Desk software to ensure best use of system.
Ensure department provides customer service that is timely and accurate on a daily basis. Develop reports and measurable KPIs on Help Desk productivity.
Provide training and guidance for recommended best practices for using and supporting Microsoft 365 applications.
All IT Service Desk functions, including IT hardware and software asset management and lifecycle plans, new PC builds, support contracts, new employee orientation and all mobile device management.
Will work with systems/network administrators for quick resolution of more in-depth requests.
Ability to perform all essential job functions with or without reasonable accommodation.
Perform all other duties as assigned.

Qualifications

EDUCATION AND EXPERIENCE:

High school diploma/GED required.
Bachelor's degree in Computer Science or related fireld required or 4 years of experience in a similar role and related certification (such as Microsoft, Cisco or Comp TIA) may be substituted in lieu of a Bachelor's degree.
Over 3 to 5 years of experience in an IT role acting in a lead capacity overseeing projects and deployment.

SKILLS AND ABILITITES:

Experience with IT service management process and tools for managing incidents, service requests and configuration changes.
Proven track record of developing and providing service-level agreements and Help Desk deliverables.
Strong knowledge of Microsoft Office 365 applications and services.
Networking experience, including a demonstrated understanding of VPN, LAN, WAN and wireless.
Understanding of ticketing systems.
Build relationships and manage conflicts.
Strong analytical problem-solving skills.
Strong interpersonal and technical skills.
High level of ambition and motivation for success and be solutions-oriented, results-driven and self-starter.
Must have regular and punctual attendance.

Benefits:

Medical, free dental, vision insurance for full time and part time
403B
Pension plan
On-site discounted child care center
Tuition reimbursement up to $5250 per year
Free life insurance
Free parking
Paid time off
Sick time
Flexible spending accounts

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Grand View Health is an equal opportunity employer.

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"At Grand View, you are more than just a number. You are a person… a professional with a voice."

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