ESSENTIAL DUTIES AND RESPONSIBILITIES include
Carries out responsibilities in accordance with the
organization's policies and applicable laws. Other duties may be
Manages the Help Desk function and personnel.
- Creates and reviews daily, monthly, and quarterly reports to
ensure associates receive the expected service levels based on call
- Raises issues to all levels of IS management where incidents do
not receive appropriate focus. Works with all members of
Information Services department to target actions required to
maintain or improve service levels.
- Provides management consolidated reporting and analysis of all
calls on a monthly basis with targeted recommendations to reduce or
- Implement continuous improvement initiatives to improve Help
Desk effectiveness and efficiency.
Provides backup and overflow coverage (10%)
- Provides coverage for the Help Desk, as needed, during out of
office events of Help Desk Support Analyst(s).
- Provides lunch coverage for Help Desk Support Analyst(s) as
- Assists Help Desk Support Analyst(s) when call volume is
Evaluates training needs as required and sources
appropriate training resource to fulfill requirements.
- Creates and executes training plan for Support Analysts to
ensure they are aware of system modifications, application
enhancements and upgrade implementations.
- Reviews end-user incidents to identify user community training
needs, develops training plans leveraging internal and external
resources, and executes training plans to expand user
Maintains and oversees the Help Desk tracking software
- Patches and tests Help Desk software to ensure smooth
transitions to new versions.
- Performs periodic maintenance to keep the software operating
effectively for IS, such as add/modify/remove employees,
expand/remove categories as corporate hardware/software changes,
- Assists IS staff as they progress changes though the change
- Research, recommend, and install (when necessary) new software
extensions in the Help Desk tracking system
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- Health Care Plans
- Dental Plans
- Vision Plan
- Flexible Spending Plans
- Employee Assistance Program
- Company-paid Life
- Company-paid AD&D
- Company-paid Disability Insurance
- 401(k) Savings & Retirement Plan
- Incentive Programs
- Paid Vacation
- Paid Holidays
- Bereavement Leave
- Jury Duty Pay
- Tuition Reimbursement