Young's Market Company

  • Help Desk Support Supervisor

    Job Locations US-WA-Auburn
    Posted Date 1 month ago(12/14/2018 3:55 PM)
    Requisition ID
    2018-6627
    # of Openings
    1
    Category
    IT
  • Overview

    This IT Helpdesk Support Supervisor’s main responsibility is the management of Help Desk activities and employees within the scope of the IT department for Young’s Market Company Pacific Northwest, allocate Help Desk resources to ensure the correct and timely resolution of end user issues. This position facilitates the structuring and implementation of current and future processes to be determined to resolve Young’s Market Companies business objectives. This position and the staff is the primary interface between Information Technologies and end users, ensuring that users obtain the best support possible dealing with IT issues.

     

    This position will also be part of the Helpdesk support team that provides hands-on service to the end user community in identifying and resolving issues throughout Young’s Market Company Pacific Northwest business locations, including offices, distribution centers, and the Express Stores.

     

    This position will follow directions and assignments from the Pacific Northwest IT Director, and the Young’s Market Company corporate IT leadership located at Tustin and Los Angeles, California. Will work closely with all Young’s IT departments and business departments to ensure effective and timely IT support service.

    Responsibilities

    • Manages and directs Help Desk staff in achieving the goals set for the department
    • Works closely with the IT Department and users to analyze and develop solutions to business problems
    • Analyzes and develops user-driven models vs best practice of current and proposed information flows and business process flows.
    • Oversees the maintenance and support of client portions of hardware and software.
    • Develops on-line help and Job Aid documentations to support the user community
    • Works closely with Department Management in making recommendations on system issues and enhancements.
    • Is the front line of the IT department and user community to resolve errors within the system and devises plans to implement corrective actions relating to a variety of software systems and applications.
    • Supervises the interactions, by the staff for end users regarding system problems and resolutions
    • Serves as a central point of contact, to staff on user issues and concerns related to end user support
    • Works closely with Management to define, direct and communicate Help Desk support policy and procedures
    • Participate in the definition of service level standards and management of staff to those standards
    • Continuously expand knowledge of Help Desk support to provide current and relevant advice to the company
    • Develop structured work flows for Help Desk staff to follow, to create efficiency in processes
    • Provides incident management feedbacks to Manager and Techs, to improve response times and service levels.
    • Interaction with software vendors, describing trouble areas, current issues, and overall performance topics to be regularly discussed.

    Qualifications

    • A Bachelor's degree from an accredited four-year college or university is preferred.
    • 5 – 7 years of experience in an issue resolution desktop or helpdesk support role is required.
    • Experience with hardware maintenance and troubleshooting. Hardware experience with laptops and desktops, wireless communication (Wi-Fi, and Cellular).
    • Software experience with operating systems, Windows 7/10, iOS, OS X, and Android, mobile and standard computing platforms. Experience in Microsoft Windows software and applications.
    • Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.) environment.
    • Required ability to define problems, collect data, establish facts, and draw valid conclusions.
    • Required ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
    • Ability to organize and prioritize and the coordination of multiple tasks/assignments.  
    • Ability to work well within a team with a high level of autonomy.
    • Strong analytical and problem-solving skills.      
    • Must possess valid driver’s license, reliable vehicle and clean DMV record

    EOE/Minorities/Females/Vet/Disability    

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