Valeant Pharmaceuticals

Desktop Support Supervisor

US-NJ-Bridgewater
Job ID
9174
Category
IT
Pos. Type
Full Time

Overview

The Desktop supervisor will act as the escalation point for other support staff and is responsible for ensuring all incidents and problems are resolved in a timely manner. The Desktop Support supervisor will act as the primary support contact for company C level executives and VPs. He/She will also be responsible for workstation and device management and participate in technology projects from an IT desktop perspective. Reports to IT Manager.

Responsibilities

• Coordinates and ensures that quality customer service is provided to staff, management and employees of the organization.
• Acts as lead technician and escalation point for problem resolution, providing guidance to junior members of the team.
• Provides input to the manager for continuous improvement in: process, technology and personnel.
• Supports manager with oversight of ticket resolution and manage aging tickets in team queue.
• Serves as backup to manager as needed. Lead and/or attend meetings in managers absence and provide status updates
• Identifying trends that negatively impact performance of hardware/software and performs quality assurance checkpoints.
• Managing assigned projects which include gathering required resources, location walkthroughs, creating rollout plans, researching technology, setting timelines.
• Provide white glove service to C level executives.
• Performs onsite analysis, diagnosis, and resolution of desktop, server, network, A/V, printers and applications problems for end users, and recommends and implements corrective solutions, including offsite repair for remote users as needed.
• Installs, configures tests, maintains, monitors, and troubleshoots end-user workstations and related hardware, software, and system issues in order to deliver required desktop service levels.
• Maintains good working relationship with all customers. Trains end-users as required.
• Assesses the need for and implements performance upgrades to computer systems, including the installation of CPUs, I/O and NIC cards, hard drives, RAM, memory chips.
• Collaborates with LAN and Network technicians and administrators to ensure efficient operation of the company’s desktop computing and network environment.
• Administers and resolves issues with associated end-user workstation networking software products.
• Documents IT related procedures and processes to improve overall team knowledge.
• Works independently and with the team to develop solutions and manage multiple tasks.
• Serves as a liaison with third-party vendors.
• Receives and responds to incoming calls, pages, and/or e-mails regarding end-user hardware or software problems promptly. Contacts the customer promptly with status.
• Documents all actions related to calls or projects.
• Assists in preparing, maintaining, and upholding procedures for logging, reporting, and statistically monitoring desktop operations.
• Assist in maintaining inventory of all monitors, keyboards, hard drives, modems, network cards, and other components and equipment.
• Properly handles all equipment and tools, storing as required upon completion of work.
• Assist Network, Telco, Storage, and Server teams as necessary.
• Be available for weekend and after hours support when needed.

Qualifications

• BS Degree in Information Systems, Computer Science or related experience
• 7+ years of work experience in IT
• A+ Certification and Microsoft Certified Professional or other industry certifications preferred
• Ability to establish and maintain a professional relationship with team members and department contacts.
• Ability to cooperate with team members to meet goals or complete tasks.
• Ability to treat all internal/external customers and team members with dignity/respect.
• Strong experience troubleshooting, repairing, and installing computer hardware and software, and coordinating the installation of PC Systems, including application software.
• Working knowledge of networking and communications protocols, MS Windows XP and higher support, MS Office Applications, and Internet Explorer.
• Working knowledge of Active Directory and network services (DNS, DHCP, WINS) a plus.
• Ability to train and guide lesser-experienced individuals.
• Reads and comprehends written instructions and procedures and communicates clearly and concisely through written and verbal communications to others.
• Demonstrates ability to produce detailed incident resolution for a technical audience, and produce clear written communications for a non-technical audience.
• Shows attention to detail.
• Uses critical thinking and problem solving skills to evaluate problems for accurate and timely resolution, observing expectations for service level.
• Works independently and as a positive contributing member of a team.
• Learns new systems and hardware, as implemented.
• Follows instructions and procedures.
• Customer service focused
• Ability to multi-task in a fast-paced environment

 

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