• Troubleshoots Help Desk software and hardware problems as they arise. Acts as the Administrator for the HEAT Help Desk software and for the ACD.
• Creates scheduled reports from the ACD and HEAT for the Help Desk Manager.
• Conducts himself/herself in conformity with all Compliance Assurance Standards and Maintains a supportive attitude toward the mission and goals of the company
• Plays an active role in the information security awareness program by following and supporting all company information security policies and procedures to the best of their ability. This will include reporting any suspected fraud, abuse, or violation of policy to the appropriate management or reporting mechanism.
• Maintains competency by participating in continuing education and seminars specific to job responsibilities within the IT dept
• Performs related duties as assigned and unrelated duties as directed by Manager.
• On call support 24 x 7 x 365.

Computer related courses at a certified career center. Degree in Information Systems/Computer Science desired.
 
Skills and Experience:
 
·Ability to provide a leadership role.
·Previous Help Desk manager/supervisor experience in a multi-facility environment.
·Ability to troubleshoot common technical problems.
·Minimum five (5) years related experience.
 
Functional Abilities (including but not limited to):
 
·Ability to work in stressful situations. 
·Ability to work well with others.
·Excellent customer service skills.
·Excellent verbal and written skills.