Overview
Are you ready to move your career forward, and start the BEST job of your life? Haskell is committed to providing you with the resources to help you grow and discover your potential. We promote an environment that encourages innovative ideas and allows you to develop the best “how” to get the job done.
At Haskell, we Create Things That Matter and have prioritized our team members' experiences. One of our company pillars is to “Provide Team Members the BEST Job of Their Lives” and we manifest that in a variety of ways. Our Employee Stock Ownership Plan (ESOP) creates stock ownership for our full-time team members. As an employee-owned company with an ownership culture, we work together for the benefit of our clients and each other.
In this role, you will supervise all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of Help Desk functions. You will also contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level.
Job Responsibilities:
- Supervise Help Desk Technicians, ensuring client service and satisfaction are attained in all areas.
- Work with the Director of Service Delivery to enforce service level agreements, analyze performance of help desk activities, and documented resolutions.
- Manage and coordinate urgent and complex support issues determining root cause of issues and communicate appropriately to the team and customers.
- Provide data and report trends as needed, developing strategies for improvement.
- Oversee the Solutions repository.
- Work with others in Information Technology to coordinate various IT functions so that solutions and knowledge are shared easily and promptly.
- Automate software application deployments; create and test workstation images including testing software packages for workstation distribution.
- Interface with vendors to expedite solutions to problems.
- Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase
- Participate in the testing, integration, configuration, and deployment of end user hardware, operating systems and related utilities so that our clients are optimally fitted for their respective tasks.
- Keep abreast of software and hardware trends so that solutions can be provided proactively.
- Assess the impact of introducing non-standard applications into the environment and assist others in Information Technology with the implementation of these applications.
- Provide hands-on and tactical support, training, and project management.
Education/Experience:
- Bachelor’s Degree in computer related field or equivalent work experience preferred.
Specific Knowledge, Skills, License, Certifications Etc.:
- Advanced knowledge of Windows desktop operating systems.
- Advanced knowledge of Microsoft Suite.
- Experience working with desktop imaging and application software.
- Knowledge of mobile devices including iPads, iPhones, and Android.
- Must have experience with Active Directory and Group Policy maintenance.
- Ability to understand and execute the company vision and values of Team, Excellence, Service and Trust.
- Strong customer service and problem-solving skills.
- Ability to provide diligent, prompt, and courteous responses to users’ questions or PC issues.
- Must possess excellent independent project management skills
Haskell offers a very robust and comprehensive benefits package! Some of our offerings are:
- Health, dental, and vision insurance plans
- Company provided hospital indemnity, accident and critical care plans
- Retirement savings plan (401k) with company discretionary matching contributions
- Employee Stock Ownership Plan
- Paid time off and nine company holidays
- Professional development and training opportunities to enhance your skills and advance your career
- Employee assistance programs for physical and mental well-being
- Opportunities for growth and advancement within the organization
- AND many more!
Environmental Factors and/or Physical Requirements:
While performing the duties of this job, this position is required to have ordinary ambulatory skills sufficient to visit other locations; and the ability to stand, walk, stoop, kneel, crouch, and manipulate (lift, carry, move) light to medium weights of 10-50 pounds. Requires good hand-eye coordination, and arm, hand and finger dexterity, including the ability to grasp, and visual acuity to use a keyboard, operate equipment and read application/form information. The associate frequently is required to sit, reach with hands and arms, talk, and hear.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities:
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, citizenship, disability, or protected veteran status.
Haskell will make reasonable accommodations in compliance with the Americans with Disabilities Act of 1990 and the Americans with Disabilities Act Amendments Act of 2008. The job description will be reviewed periodically as duties and responsibilities change with business necessities. Essential and marginal job functions are subject to modification.
Haskell is a Drug-Free Workplace.
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