IT Helpdesk Supervisor

Job Summary: 
IT Helpdesk Supervisor will maintain and monitor end-user workstations and productivity on local area network. Perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations, printers and network performance meet company and user requirements. Supervise and assist local IT Technicians with their tasks.  Provide support to staff on all company-supported software and applications, including 3rd party applications and in-house developed applications. Troubleshoot hardware and software problems, determine source and advise on appropriate action. Complete application project-based work. Perform responsibilities in accordance with all company standards, policies and procedures by doing the following duties.
Job Expectations:
  • Supervise all help desk staff and technical workers at the company facility.
  • Schedule direct reports to cover operational needs and manage timecard for said employees.
  • Screen and field incoming help requests from end-users via both telephone and e-mail in a courteous manner
  • Support end-user workstation, laptops, thin clients and printers.
  • Provide support to the end-user with the Warehouse Management System (WMS) and back office software solutions.
  • Triage issues with warehouse automation and associated software.
  • Work directly with software development to ensure quick resolutions to software issues
  • Supports end-user activities on a primarily Microsoft Windows-based local area network (LAN) utilizing TCP/IP
  • Investigate user problems and identifies their source, determines possible solutions, tests and implements solutions
  • Install, configure and maintain Company computers, network printers, file servers, network cabling, and other related equipment, devices, software and systems
  • Perform and/or oversee software and application installation and upgrades
  • Plan and implement network security, including configuring VPN Clients, file permissions, and adding and deleting users
  • Troubleshoots TCP/IP Networks, computer systems and applications to resolve issues and other operational difficulties
  • Develop and conduct various training and instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems
  • Assist personnel of other departments with all hardware/software related questions/issues
  • Provide computer orientation to new and existing company staff
  • Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
Knowledge, Skills and Abilities:
  • Ability to communicate technical information to nontechnical personnel.
  • Ability to communicate and manage a team of IT technicians.
  • Ability to install, configure and maintain personal computers, networks and related hardware and software
  • Ability to track and diagnose software installation and run-time issues.
  • Experience in working with SQL databases and run queries in order to be able to troubleshoot or resolve a software issue.
  • Knowledge of computer and/or network systems, applications, procedures and techniques
  • Ability to identify and resolve computer system malfunctions and operations problems
  • Skill in organizing resources and establishing priorities
  • Excellent verbal and written communication skills
  • Ability to learn and support new systems and applications
Experience Requirements:
  • Generally requires a minimum of five (5) years of warehouse IT experience and two (2) years as IT supervisor or manager. Experience in software development would be an advantage.
Education Requirements:
  • Bachelor’s degree in Information Systems or related field required. Microsoft (MCSA or MCSE) and/or Cisco (CCENT or CCNA) Certification preferred.


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