Sr. helpdesk/manager at Kforce Inc.
Andover, MA 01810
About the Job
- Develops, documents, and implements standard operating procedures and customer service guidelines relating to IT support
- Strong orientation to customer service and delighting customers
- Successfully executes all assignments timely and within acceptable quality levels
- Works collaboratively with team members when issues present themselves; does not settle for not knowing the outcome or resolution steps for important issues
- Effective communicator and problem solver - documents process and trains team members with ease
- Identifies knowledge gaps and closes them; Demonstrates consistent intellectual curiosity and drives to learn more and self-develop themselves
- Perform all job functions consistent with policies and procedures
- Assist with IT infrastructure improvements; Interact as needed with the IT service provider and stakeholders
- Provides timely technical assistance to staff concerning the use of computer hardware and software, including office applications, operating systems, printing and hardware installation
- Configure workstations and user accounts, including phone, Ethernet, computer, docking station; Provide equipment and services orientation to new employees
- Facilitate help desk ticket resolution between employees and IT service provider and serve as escalation point to employees with unresolved open tickets
- Maintain equipment and software inventory; Coordinate the purchase of new workstation, software and license renewals
- Assist with program account creation, account setup and account access
- Perform other tasks and duties as required
Requirements:
- Bachelor's degree in Information Systems or related degree; Or equivalent combination of education, training certifications, and experience
- 5+ years of experience
- Microsoft 365
- Active Directory Users and Groups
- Azure AD
- Intune
- Configuration/deployment management tools such as Intune, etc.
- Endpoint Detection & Response Tools such as Sentinel One and Microsoft Security
- Group Policy
- Email security
- Mac, JAMF experience a plus
- Solid understanding of network connectivity; Wireless and wired
- Automation and central deployment experience
- The ideal candidate will have a primary understanding of designing, deploying and troubleshooting client endpoints
- Strong analytical and deep-dive problem solving skills across multiple disciplines. (HW, OS, Network, etc.)
- The ability to prioritize and field service requests and incidents, via ticket, phone and occasional ad-hoc walk-ups individually and assisting team members
- Understand ITIL Concepts (certification is a plus)
- IT Service Management tooling (ServiceNow, FreshService, etc.)
- Management and deployment experience of 3rd party software platforms and solutions
- Vendor management experience
- Well organized with strong asset and license capacity planning experience
- Ability to deploy and support miscellaneous office equipment (printers, projectors, video conf.)
- Experience with physical security management solutions
- Excellent interpersonal skills
- Flexibility to support after-hours escalation and support
- Familiarity with aviation and Part 139 airports a plus
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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