favorite this post Service Desk Supervisor hide this posting unhide

compensation: DOE
employment type: full-time

About Gravity Systems, Inc.

Gravity Systems, Inc. is a full-service computer networking and IT solutions provider. Serving small businesses since 1997, Gravity Systems provides on-site technical support, computer networking, IT outsourcing, web and e-mail hosting, and IT consulting.

From a new firm to a thriving corporation, Gravity Systems has the experience needed to implement and support the technology that powers business. Gravity Systems helps companies avoid costly mistakes not only by choosing the right technology products and networking solutions, but also by managing the network for efficient operation.

Gravity Systems provides complete IT services including: Network Design and Implementation, On-Site Technical Support, VPN and Remote Access, Web and E-mail hosting, Internet Firewall and Security, IT Staffing, IT Project Management and Implementation, Upgrades and Testing, New Computer Deployment, Remote Office Support.

Daily Duties:

Supervising a team of helpdesk technicians & dispatcher, scheduling/prioritizing service requests, utilizing ConnectWise Manage internal ticketing systems.
Systematically monitoring and updating ticket statuses, inventory records, and customer configurations.
Supporting inventory management activities such as tracking incoming orders, monitoring inventory levels, updating records, preparing and returning damaged equipment.
Handling technical support escalations in a timely and efficient manner; serving as first level escalation point of contact for escalated customer issues
Updating clients regularly on ongoing open tickets/service requests.
Monitoring and maintaining acceptable SLAs, and managing client communications and expectations.
Assisting server install and migration management.

Knowledge, Skills & Abilities:
Ability to think logically, multi-task and perform step-by-step troubleshooting in a fast pace environment
Ability to learn quickly on the job, with minimal oversight
Ability to make decisions in regards to technical support and customer service, with purpose and minimal intervention
Ability to document new procedures, update old and/or suggest improvements for technical and documentation processes
Detail oriented with excellent written/verbal communication skills
Ability to work in a team environment while displaying excellent customer service skills
Outstanding customer service skills and a dedication to the customer service experience
Ability to multitask and meet specific goals set by management
Ability to troubleshoot escalated technical procedures as needed
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists
Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form

You’ll be a good fit for this role if you:
Like being a tech
Are logic- and pattern-oriented
Good at spotting and remembering details
Are process-driven
Enjoy gaming and computers
See big-picture cause & effect
Enjoy problem-solving
See many solutions to a problem

We’ll be a good fit if you like:
Small business environments
Close-knit team settings
Having high standards for performance
Minimal oversight
Education / Experience Requirements:

Bachelor’s Degree in Information Technology, Computer Science, Business Administration or related field
4+ years team leadership, supervisory or management experience
6+ Years’ experience in a technical support/field tech/helpdesk role
Working experience with:
- MS Server (2008 R1+2, 2012 R1+2, 2014, 2016)
- Exchange , Kerio (not required)
- Active directory, DNS, DHCP
- Microsoft desktop OS (95, 98, ME, 2000, XP, Vista, 7, 8, 8.1, 10)
- MAC experience helpful (not required)
- General networking (firewalls, subnets, routing, switches, etc.)
- Backup hardware and software, RAID
- Desktop and server hardware and software

CompTIA “A+” Certification
Experience with establishing SLA’s with a background in service delivery and service support processes
Experience with ConnectWise Manage a plus
Job Type: Full-time

Please send a resume and a cover sheet (in the e-mail body is fine) with the following info:
- Salary requirements and, optionally, history
- Availability date
- Answer the two following questions:
a. Favorite thing about being a tech
b. Least favorite thing about being a tech

Salary: DOE
  • Principals only. Recruiters, please don't contact this job poster.
  • do NOT contact us with unsolicited services or offers
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post id: 6896627108



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