Address
Form of workTitle: Helpdesk Manager
Department: Information Technology
Reports to: Cloud / Systems Engineer
Summary:
The Helpdesk Manager is part of a team that is responsible for providing phone, and deskside support for The Philadelphia Orchestra, The Kimmel Center, and Ticket Philadelphia.
The Helpdesk Manager will be responsible for mentoring the Helpdesk Technician and will take the lead on general helpdesk technical direction.
The Helpdesk Manager is the go-to support person for VIP and executive helpdesk support.
Essential Functions:
- Responsible for managing and assigning incoming new helpdesk tickets.
- Active Directory work to create and maintain new users.
- Basic administration of Windows and Linux network infrastructure and Office 365.
- Basic Phone administration for adds, moves and changes.
- Works with outsourced network printer support vendor to maintain network printers.
- Works with organizations’ wiring vendor to supervise installation of new network drops and phones lines.
- Identifies, researches, and resolves basic PC and phone-related technical problems.
- Responds to helpdesk requests for technical support.
- Tracks and monitors technical problems to ensure a timely resolution.
- Keeps electronic logs/documentation of work.
- Facilitates office moves for PC equipment.
- Serves as rotating member of after-hours on-call systems support team.
- Keeps after-hours on-call rotation calendar up to date.
- Knowledgeable of VPN (Remote Access) and limitation.
- Procure company issued cell phones for Philadelphia Orchestra and Kimmel Center.
- Provision and Manage BYOD using MaaS360 (or equivalent MDM software).
- Interfaces with VIP and Executives for high level personal tech support.
- Arranging equipment recycling with vendor with BAN or similar accreditation.
- Monthly reporting to management metrics on Helpdesk tickets
- Complete assigned projects.
Education/Experience:
Bachelor's degree and three years work experience, or equivalent combination of education/training and experience. IT certification for RedHat, Cisco or Microsoft and any experience with Cisco Call Manager (UCCM) and Contact Center (UCCX) phone systems a plus. Experience with IIS, .Net Framework, and with Audio/Visual equipment setup a plus.
Knowledge/Skills/Abilities:
System administration
- Knowledge of Windows network operating system.
- Knowledge of HP Jet Direct Software, and HP printing hardware
- Knowledge Cisco phone switch platforms
- General understanding of client/server applications.
Desktop administration and Help Desk
- Knowledge of current Windows Desktop and Server Products
- Knowledge of mobile devices and MDM (Maas360, Office 365 or similar)
- Knowledge of current Microsoft Office products.
- Strong customer services and problem resolution skills.
General
- Good interpersonal skills.
- High degree of organization.
- Able to work as part of a team.
Working Conditions/Physical Demands:
Employee should be able to lift computer equipment. The employee may be required to perform the essential functions of the job during evening and/or weekend hours. Employees will be required to be on-call for weekend and weeknights as assigned.
