Senior Service Desk Technician – Shift Supervisor

Job Description

Goldbelt Hawk designs, develops, and implements comprehensive solutions for problem spaces, including computer security, scalable architectures, advanced analytics, artificial intelligence, and network/data center operations. Specializing in local and enterprise-level incident response and forensic analysis, Hawk’s personnel deliver threat analysis and reporting while implementing solutions based on mature planning and development practices.<p><br></p><strong>Summary:</strong><p><br></p>We are looking for a Senior Service Desk Technician to oversee the current shift Local Site Help Desk activities which provides basic Tier I-2 support to end users on a variety of computers and associated networks issues.<p><br></p><strong>Responsibilities</strong><p><br></p><strong>Essential Job Functions:</strong><p><br></p><ul><li> Serves as an escalation point for local staff who respond to telephone calls, email and personnel requests for technical support, documents, track and monitor the problem to ensure a timely resolution </li><li> Enters information into ticket system and creates trouble reports for IT Support Technicians </li><li> Documents, tracks, and monitors the problem to ensure a timely resolution </li><li> Responsible for scheduling local staff tasks and ensuring service management process are followed by local team on shift </li><li> Ensures a smooth hand-off transition between shifts </li><li> Shift supervisors provide 24×7 coverage </li><li> Possesses and applies a comprehensive knowledge across key tasks and high impact assignments </li><li> Plans and leads major technology assignments </li><li> Evaluates performance results and recommends major changes affecting short-term project growth and success </li><li> Functions as a technical expert across multiple project assignments </li><li> May supervise others </li></ul><p><br></p><strong>Qualifications</strong><p><br></p><strong>Necessary Skills and Knowledge:</strong><p><br></p><ul><li> Advanced knowledge of computer applications and functions </li><li> Excellent oral and written communication skills </li><li> Excellent customer service skills </li><li> Ability to troubleshoot complex technical issues </li><li> Ability to diagnose PC hardware/software problems and document solutions </li><li> Ability to perform in a detail-oriented environment with a high level of accuracy </li></ul><p><br></p><strong>Minimum Qualifications:</strong><p><br></p><ul><li> Bachelor degree in a STEM field </li><li> 5 – 10 years of related experience </li></ul><p><br></p><strong>Preferred Qualifications:</strong><p><br></p><ul><li> Operating System, Server, and Networking certifications are preferred</li></ul>