CO
CoreSiteIT Helpdesk Manager
Manager of IT Helpdesk overseeing Tier 1 helpdesk operations and driving customer satisfaction in digital infrastructure company.
About the role
- Diagnose and resolve problems in response to customer-reported incidents, ensuring timely and effective issue resolution
- Plan and analyze work processes to identify opportunities for improvement and efficiency
- Research and report on trends and recurring patterns of problems to support proactive system management
- Develop training materials and conduct computing and information system training sessions for end users
- Develop, update, and maintain problem tracking databases to ensure accurate documentation and reporting
- Install, troubleshoot, and maintain hardware and software components to support operational readiness
- Perform regular backup and recovery operations to ensure data integrity and system reliability
- Maintain property accountability for all IT equipment and software in accordance with organizational policies
- Conduct full and spot inventories of IT equipment as requested by the Project Manager
- Consult with users to assess needs, gather requirements, and recommend appropriate technology solutions
- Conduct feasibility studies and trade-off analyses to support informed decision-making
- Prepare detailed business cases to justify new initiatives or system enhancements
- Ensure the rigorous application of information security and Cybersecurity policies, principles, and best practices
Requirements
- Six (6) years of progressive experience in the field of Information Processing
- Three (3) of which are specialized in Information Processing and involve a range of hardware/software solutions
- Two (2) of which are concentrated, hands-on experience in installing, diagnosing problems, and training customers in the use of software and hardware.
- Must possess a Public Trust clearance, IT-II security clearance or have a current National Agency Clearance
Benefits
- Remote work
- Unlimited PTO
- 21 Paid Holidays
- Competitive salary
- Comprehensive benefit program
- $1,500 wellness benefit for employees
- Retirement savings plan traditional 401(k) and Roth
- Opportunities for professional development and advancement
- Positive and collaborative work environment
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
PG
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