Position Responsibilities:- Train and mentor Help Desk 1 and 2 personnel
- Partner with IT Director to perform personnel management tasks for Help Desk staff
- Work as an escalation resource for Help Desk 1 and 2 personnel
- Drive customer problem resolution via systemic solutions (MDM, scripting, etc.)
- Assist in promptly responding to user requests via ticketing system/phone calls/IM
- Assist HD staff and end-users with access/system issues
- Interface with internal partner teams to help drive best practices and compliance
- Manage user systems via MDM Software
- Write and update documentation for user reference
- Help build and establish procedures for the Helpdesk team
- Participate in a Help Desk OnCall schedule (tentatively will be one week/month. May be more to start, however.)
Required Qualifications:- 4+ Years of experience in a Help Desk role (preferably in a medium or larger company.)
- A customer-oriented approach to problem resolution
- Experience supporting Mac hardware/OSX in a Help Desk environment
- Experience supporting remote users in a distributed environment
- Experience with Jira Service desk or a similar ticketing system
- Experience with Office 365 suite
- Experience with MDM
- 1-2 year's experience in a supervisory or management role
- Ability to lift 30 lbs. regularly and up to 50 lbs. occasionally
Charlotte, NC Salary Range
$100,000-$125,000 USD
All employees are responsible for adherence to the Judi Health Code of Conduct including the reporting of non-compliance. This position description is designed to be flexible, allowing management the opportunity to assign or reassign duties and responsibilities as needed to best meet organizational goals.
