City
Fort Lauderdale
State
FL
Job Type
Full-Time Regular
Date Posted
6/21/2021
 
Compensation
$65,000-$69,000
Job Description

Flybridge Staffing has an immediate need for an IT Support Services Specialist Supervisor in the South Florida area. This would require you to be onsite. This role is responsible for daily operation, administration, monitoring and maintenance support of local and remote technical applications, computing infrastructure, data network, voice network, and end-user desktop environments. This includes the administration and support of both hardware and software, maintaining and managing applications deployed within the company. Perform a variety of troubleshooting, problem solving and monitoring tasks, log and track help desk requests as a primary user contact.

JOB RESPONSIBILITIES:

  • Provide supervisory assistance to the IT Support Services manager by collecting and reporting operational metrics, oversee key projects and tasks, ensure processes are followed, follow up on ticket assignments, and engage in appropriate support activities.
  • Provide Help Desk and Site support services for applications, workstations, terminals, data network, telecom, printing/output, and other computing peripherals.
  • Support and coordinate with software development department and business departments, including supporting the network administrators to ensure network availability.
  • Enter all calls in the Help Desk tracking software, including detailed information.
  • Monitoring and track help desk requests, communicate the status of problem resolution with the users.
  • Participate in monitoring and maintenance of system key process improvements.
  • Manage user, computer accounts and the Active Directory objects.
  • Troubleshoot and resolve network hardware and software problems.
  • Follow established policies, procedures and technology standards to ensure system availability and security.
  • Maintain and manage proper IT documentation.
  • Maintain and manage computer, peripherals and presentation equipment.
  • Responsible for receiving and responding to all Help Desk calls and emails acting as first line of contact for employees seeking computer assistance.
  • Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner.
  • Conform with and abide by all regulations, policies, work procedures and instructions.
  • Respond promptly when returning telephone calls and replying to correspondence and faxes.
  • Act, dress, and behave in a professional manner to reflect a positive image of the company.
  • Respond promptly when returning telephone calls and replying to correspondence and faxes.
  • Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company.
  • Conform with and abide by all regulations, policies, work procedures and instructions.
  • Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.
  • Occasional travel may be required (less than 10%)
  • Responsible for performing other duties and responsibilities, as required.

Requirements:

  • 5+ years in Help Desk/Desktop Support within Enterprise environment.
  • Bachelor’s degree preferred
  • Supervise up to 10 Support specialists with varying levels of experience.
  • Certifications (eg. ITIL, CompTIA A+/Network+/Security+, Microsoft certs, etc.)
  • Knowledge of SCCM (or similar deployment software)
  • Advanced knowledge of TCP/IP and basic switching, routing, and firewall concepts
  • Advanced knowledge of Microsoft Windows desktop and server operating systems (eg. WinXP, Win7, Win8, Win10, WinSvr 2003/2008/2012/2016/2019)
  • Advanced knowledge of MS Active Directory structures, objects, security, and administration
  • Advanced knowledge of MS Terminal Services, IIS, Exchange, and SQL database concepts, a plus
  • Advanced knowledge SNMP, RMON, ping, traceroute, nslookup, and other network management protocols, utilities, and topics
  • Advanced knowledge of anti-virus, anti-malware, and anti-SPAM solutions
  • Advanced knowledge of desktop imaging and backup technologies
  • Knowledge of thin terminal technology (Wyse, MS terminal services)
  • Knowledge job and task scheduling concepts
  • Advanced knowledge of MS Office application suite (Office 2007/2010/2016)
  • Knowledge of time management and tracking concepts
  • Knowledge of telecom concepts (TDM, VoIP, H.323, and SIP), a plus
  • Knowledge of Unix/RHEL linux operating systems, a plus
  • Ability to analyze trends and implement an efficient reporting mechanism or process

OTHER DUTIES AND RESPONSIBILITIES

  • Assist the IT Support Services Manager to direct, train, and oversee other members of the team to provide efficient operations
  • Develop and implement a framework to address NOC monitoring/alerting, business impact assessment, Help Desk problem management, and IT service request workflow.
  • Develop and maintain the formal HelpDesk, NOC, and Site Support Desktop knowledgebase, policies and procedures for consistency and increased productivity.
  • Analyze and provide metrics to assist in improving all IT support areas.
  • Analyze Help Desk, NOC, and Site Support trends and provide continuous improvement and flexibility of the support function to assure service exceeds end user expectations.
  • Improve the efficiency of the Help Desk, NOC, and Site Support Specialist by arranging and/or presenting training sessions.
  • Review tickets daily for accuracy, policy adherence, and feedback opportunities.
  • Develop and distribute IT reports and metrics.
  • Support all Service Desk related projects, providing regular updates to the project stakeholders.
  • Ensure technician adherence to company and IT policies and procedures.

****NO SPONSORSHIP AVAILABLE**** US Citizen, GC, EAD only please. If your background aligns with the above details and you would like to learn more, please submit your resume to jobs@flybridgestaffing.com or on our website, www.flybridgestaffing.com and one of our recruiters will be in touch with you ASAP.

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