Job summary

DataGlove offers a premier service to our clients.  The DataGlove Helpdesk Supervisor is responsible for ensuring an outstanding level of customer service by providing direct IT support to clients and by supervising the Help Desk.  This position must demonstrate excellent technical knowledge and requires a minimum of 5 years helpdesk support and/or supervisory experience.  Must be proficient in the following skill sets: 

Essential job functions

• Supervision of the helpdesk support staff by defining and establish schedules, setting priorities, providing support and direction when dealing with administrative issues.
• Train helpdesk staff on operational procedures and troubleshooting techniques. Provide training on new hardware and/or software applications as needed.
• Windows 7, Vista and XP support  
• Microsoft Office 2010, 2007 and 2003 support
• Email Setup and trouble-shooting
• Network and Internet connectivity support and trouble-shooting
• Setup and support of PC peripherals, to include printers, scanners and USB devices. 
• Use of network/PC management software.
• Virus and Spyware removal

General Requirements

• Bachelor's Degree preferred and/or equivalent combination of relevant education and/or experience.
• MCP (Microsoft Certified Professional) preferred.
• Microsoft Certified Desktop Support Technician (MCDST) desired
• Microsoft Office Specialist (MOS) Certification desired
• Windows 7, Vista or XP certifications desired
• A+ and/or N+ certifications  desired
• Must be available to work a varied shift schedule Perform remote trouble-shooting to diagnose and isolate hardware, O/S, application and peripheral problems.
• Must be able to multi-task, have outstanding analytical abilities, and work in a fast paced environment
• Project management methodology and change management
• Be highly motivated
• Have excellent written and verbal communication skills
• Demonstrate excellent interpersonal skills
• Must be able to follow documented processes and procedures.
• Analyzing and identifying trends in issue reporting and devising preventative solutions. Expected to offer suggestions for any noted process improvements and develop the new procedures