Experience Inc. Jobs

HELP DESK MANAGER I/II/III

Position Number: S-3294

Position Summary:

Promotes friendly, courteous, and professional service by analyzing and resolving problems forwarded to the Help Desk; provides escalated support for a broad range of IT services, including management of internal and external technical documentation, and administration of Help Desk related applications; provides supervision, evaluation, and professional development of staff as assigned. 

Required Qualifications:

Help Desk Manager I: High school diploma or GED . Two years of qualifying experience, a combination of education and experience that equates to two years or one year of computer/technical-related experience in a higher education environment. Working knowledge of a broad range of IT systems and services and of various operating systems, file structures, formats, and protocols. Experience supporting a broad range of end-point devices, including Windows, Mac and mobile device operating systems. Ability to assist with a broad range of technology inquiries and requests and to work with a variety of individuals and groups. Ability to handle multiple priorities in a fast-paced environment. Demonstrated verbal and written communication skills. Demonstrated ability to perform work in a variety of online systems. Effective organizational skills and strong attention to detail and accuracy. Ability to learn quickly, meet established deadlines and demonstrate strong problem solving and critical thinking skills. Ability to work evenings/weekends as needed and must be able to be on call and respond to after-hours service outages. Ability to perform the essential functions of the position with or without reasonable accommodation.

Help Desk Manager II: All the requirements of Help Desk Manager I plus: Bachelor's degree or equivalent combination of completed education and experience, preferably in computer science or related field. Two years of computer/technical-related experience. Established professional and/or technical skills and competencies working under general to minimal supervision. Demonstrated application of professional-level knowledge and technical skills to resolve moderately complex and varied problems regarding software, hardware, and infrastructure. Working knowledge of network technologies, a broad range of communications technologies, security technologies both for data and physical systems and web content management. Demonstrated progressive independence of work and increased scope of responsibility. Ability to respond independently to a broad range of technology inquiries and requests and to work with a variety of individuals and groups. Demonstrated ability to apply exceptional troubleshooting and communication skills, as well as the ability to interact successfully with the end user. Demonstrated technical writing experience. Experience with ITIL best practices.

Help Desk Manager III : All the requirements of Help Desk Manager II plus: Bachelor's degree, preferably in computer science or related discipline. Four years of computer/technical-related experience. ITIL Foundation certification. Demonstrated expert level professional and/or technical skills and competencies working independently or with minimal supervision. Demonstrated initiative in applying comprehensive knowledge and high- level technical skills to resolve advanced and complex issues regarding software, hardware, and infrastructure. Demonstrated experience administering technology applications and services. Ability to manage multiple systems and/or technical initiatives at any given time. Experience working in a service desk, technician, or desktop support role, compiling and analyzing standard service metrics and documenting complex issues in an Information Technology Serv