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Gateway Services Inc.IT Helpdesk Manager
IT Helpdesk Manager overseeing Helpdesk team and IT support standards. Managing operations, stakeholder communication, and service improvement in a tech - driven environment.
About the role
- Answer, evaluate, and prioritize incoming telephone, Portal, chat, and e-mail requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Interview user to collect information about problem and leads user through diagnostic procedures to determine source of error
- Establish yourself as a subject matter expert in our print and order management software and provide an escalated level of support to our centers
- Determine root cause of issues. Escalate to development teams and vendors as needed.
- Perform incident recognition, research, isolation, resolution and follow-up for routine user problems
- Log and maintain all documentation in tickets for calls, voice mails, chats, emails, and walk ups using IT Service Management system
- Make recommendations to reduce call volume and improve related processes and procedures
- Document incidents and consult with outsourced programmers to explain software errors to recommend changes to programs
- As our subject matter expert, collaborate with vendors on enhancements and identify opportunities for improvements to their software that further advance our use of the platform
- Tests software and hardware to perform user acceptance testing and if results meet user requirements
- Writes or revises user Knowledge Base articles as needed
- Provide Tier 2 support as appropriate
- Installs desktop/laptop computers for corporate staff and sets up software, and peripheral equipment
- Other related duties may be assigned
Requirements
- Print Shop, retail shipping or business center experience preferred
- Help desk experience and proficiency
- Positive can-do attitude; flexibility, adaptability, and business acumen
- Strong attention to detail and ability to work under tight deadlines
- Strong numeracy and problem-solving skills
- Technical ability to troubleshoot software and hardware. Network equipment experience a plus
- Self-motivate desire to complete projects by deadline
- Able to work in a fast-paced environment while delivering result and meeting deadlines
Benefits
- 401(k)
- 401(k) matching
- Bonus based on performance
- Company parties
- Competitive salary
- Dental insurance
- Flexible schedule
- Free food & snacks
- Health insurance
- Opportunity for advancement
- Paid time off
- Parental leave
- Training & development
- Vision insurance
- Wellness resources
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
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