Job Summary:  Manage and oversee the work of Help Desk staff (Desktop Technicians) in order to coordinate timely delivery of quality I.T. support to clients.  Manage processes related to the effective and efficient delivery of services to customers such as incident reporting, device evaluation, deployment, and active & preventative maintenance of PCs and related peripheral equipment and software. Provide technical support to the Desktop Technician staff (Helpdesk) and assist staff with troubleshooting procedures as required. Provide input and direction into the formulation of policies and procedures regarding the utilization of desktop equipment and software.  Coordinating duties will include determining personnel requirements, setting schedules, setting the on-call rotation, coordinating the ticket queue workload, managing PC consumable inventory, developing & reviewing helpdesk metrics, setting preventative maintenance schedules, coordinating with Desktop Specialists for installations and insuring that those under their coordination have adequate resources to complete their jobs.   

Qualifications:  Associate's degree from a recognized college or university majoring in Information Systems, Computer Science or related field or equivalent experience.   At least 24 months experience in microcomputer support and hardware troubleshooting.  Experience in installation, training and support of PC based office automation applications including Microsoft Word and Excel.  Special Knowledge, Skills and Abilities: Must possess current technical knowledge of personal computers and related peripherals, PC hardware components, operating systems, management utilities and applications. A+ and CompTia certifications preferred.  Good interpersonal communication skills and customer service orientation required.

EOE AA M/F/Vet/Disability