IT Support Supervisor - Helpdesk & NOC Permanent Remote Job

Offer by ZEEKTEK




About this job

Job type: Full-time
Role: System Administrator


reactjs, sysadmin, windows

Job description

We have an NOC/Service Desk - Operations Support Team Lead position open in Rocklin.


The primary role of the IT Support Team Lead is to oversee the functioning of the NOC and IT Service Desk. Additionally, the IT Support Team Lead will resolve more complex issues which require superior systems, applications  and  network knowledge while working with IT system administrators as well as application owners. This person will be required to effectively resolve issues that are relatively complex in nature, and to follow issues through to closure. This person will need to be customer service oriented and must be able to clearly and effectively communicate technical solutions in a non-technical manner with employees at all levels within the company.


  • Handle escalations and problem resolution for internal company IT users, system and network issues in a fast  paced  environment
  • Provides technical leadership, knowledge sharing  and  mentorship to Help Desk Team
  • Provides technical leadership, knowledge sharing and mentorship to NOC Team
  • Maintain close contact and open communication with end users until an issue has been resolved
  • Use communication channels to inform  team  of important issues and information which will help improve team performance
  • Assist Manager with providing outage information and follow-up to end-users as needed
  • Maintain close contact and open communications with system admins to research root cause analysis
  • Coordinate weekly team schedule to ensure coverage for users
  • Documentation and implementation of processes and procedures that will ensure efficiency within the department
  • Assist the team in ensuring all IT Help Desk tickets are effectively and efficiently resolved in a timely manner
  • Travel when appropriate to meet other department members and to attend occasional team meetings
  • Travel when appropriate to visit call centers to troubleshoot and help maintain appropriate IT and technical quality standards there
  • Where appropriate to assist purchasing of desktop equipment and accessories necessary to assist company IT system users perform their jobs
  • Other duties as assigned

Technical Skills and Knowledge:

  • Ability to troubleshoot users’ problems with Wireless connectivity such as Wifi and Cellular
  • Experienced with Microsoft client and server operating systems
  • SharePoint experience
  • VMWare knowledge
  • Windows Desktop applications; various operating systems, software applications and basic hardware for the PC; principles of theories of network systems and management Internet technologies and products
  • Proficient with  internal  ticketing system
  • Proficiency with various hardware and software equipment and operating systems
  • Familiarity, or better, with Mac OS
  • Able to support, diagnose and fix problems with mobile devices including IOS and Android phones and tablets.
  • Linux  instillation , monitoring, maintenance a plus

Additional Skills & Knowledge:

  • Leadership and mentoring skills
  • Excellent customer service skills
  • Self-motivated and goal- driven , with the ability to effectively prioritize and execute tasks in a fast-paced environment
  • Excellent communication skills including strong attention to detail
  • Strong interpersonal, analytical, and problem-solving skills
  • Outstanding organizational, time management and multi-tasking skills
  • Ability to coordinate multiple tasks, status actions items, respond to changing priorities, and react to short deadlines
  • Experience working in a team-oriented, collaborative environment (sometimes virtually)

Experience & Education:

  • Associates Degree in information technology or similar discipline and minimum 4 years of experience in escalated IT help desk operations/Team Lead (i.e. providing user support for desktop and application software, OR 4 years installing, upgrading, troubleshooting and repairing computers and printers in a network environment)
  • Ability to apply understanding and knowledge of information systems products and services to assist internal users on issues related to the operation of their IT assets
  • Expert problem solving and documentation skills
  • Strong communication and interpersonal networking skills
  • Excellent customer service skills, with the drive to excel in a prompt and courteous fashion
  • Ability to read, understand and implement established procedures
  • Use of troubleshooting and technology knowledge base usage to help department and end users in the proper diagnosis of the root cause of technical problems, while able to recommend an accurate resolution

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