Position Title
Tier 1 Help Desk Manager – Strata Pointe Technologies, LLC
Reporting Relationship
Reports to Operations Manager
Overview
We are seeking a customer-centric and technically proficient Level I Help Desk Manager to join our growing team. This position will start as the first point of contact for our customers, you’ll play a crucial role in providing exceptional technical support and ensuring smooth operations and will assist us in building out a structured Tier 1 support team beneath you. We would be willing to interview anyone with strong leadership and documentation skills with the desire to grow in the technical role of an IT Help Desk.
Description
Specific responsibilities of this position include, but are not limited to:
- Ability to review data, hone process and work with our clients to ensure we are meeting their needs.
- Professional Customer Support: Answer incoming calls, emails, and manage ticket queries from end-users with technical issues.
- Work within our ticketing system to create detailed work logs and technical documentation.
- Ticket Management: Prioritize and manage help desk tickets efficiently.
- Troubleshoot: Diagnose and resolve basic technical problems related to hardware, software, and network connectivity.
- Documentation: Maintain accurate records of incidents, resolutions, and user interactions in the service desk ticketing system.
- Escalation: Properly escalate unresolved queries to the next level of support.
- Collaboration and Knowledge Sharing: Work with team to determine best solutions for customers and turn knowledge into helpful articles to assist both customers and the team.
- Operational Documentation: Develop and update operational processes and procedure documentation.
Required Qualifications and Education
Core qualifications and educational requirements for this position include:
- -5 years Proven leadership/management experience
- The desire to grow within your position.
- Ability to use standard desktop load applications such as Microsoft Office plus intranet and internet functions
- Customer Service Skills: Excellent communication and problem-solving abilities.
- Adaptability: Willingness to learn and adapt to new technologies.
- Team Player: Collaborate effectively with colleagues and other support tiers.
- Willingness to get the required certifications POST EMPLOYMENT: CompTIA
Other desired competencies include:
- Knowledge of computing concepts and fundamentals - Windows operating systems
- Experience working within a help desk environment.
- Proven ability to work within provided SLA’s, hitting team goals and ensuring no open actions are left sitting.
- Strong individual contributor requiring minimal direct supervision (a high-performance, low-maintenance employee)
- Certifications: Relevant certifications (e.g., CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.
Work Conditions
- Sitting for prolonged periods of time.
- Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer peripherals for an extended amount of time.
- Potential required Traveling to corporate and/or customer locations can range from a few minutes to multiple overnight trips.
Additional Information
We offer a competitive compensation and benefits package including health and dental insurance and a 401K plan. We care about our people.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Company Description
Strata Pointe Technologies, LLC headquartered in Louisville, KY has a global network of Field Technicians to provide IT integration services for LAN & WAN infrastructure support. This includes a 24/7 Dispatch center for urgent troubleshooting and break-fix needs, and our Project Management Office (PMO) with expertise supporting large-scale IT deployment and refresh projects for Fortune 1000 clients including Service Providers, national retailers, and multi-location organizations.
To Apply
Email resume and cover letter to:
apply@stratapointe.com
Job Types: Full-time, Permanent
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Ability to Commute:
- Louisville, KY 40214 (Required)
Ability to Relocate:
- Louisville, KY 40214: Relocate before starting work (Required)
Work Location: In person