Help Desk Supervisor

Job Number: 19-014-9856

Education: Minimum 2 years formal electronics training or 2 years college/business school; 2 years direct work experience in personal computer hardware and software installation and/or maintenance required.

Description: Performs highly complex mechanical and electronic diagnoses, repairs and servicing of hardware devices (computers, printers, scanners, etc) attached locally or remotely to a Wide Area Network (WAN) and lead others with repair work and servicing on Integral computers. Gives advice and technical assistance concerning the repair and servicing of such equipment. Work is performed without supervision with wide latitude for judgement. Initiates parts requirements for replacement under warranty or held in inventory for future use. Responsible for proper inventory control of repair parts and tools. Assist with Project Management duties for MIS.

Installs/upgrades all office products supported by Integral Care and installs/upgrades specialized application software/hardware when needed to support Integral Care activities. Contributes in the areas of user support and training, including the proper use of hardware devices as well as complementing other departmental employees in network installation, maintenance, inventory and troubleshooting. Capable in the areas of network connections, repairs and upgrades as well as personally responsible for all aspects of the hardware inventory database contained within ZCM and/or Microsoft System Center Configuration Manager (SCCM).

Supervises the day-to-day operations of the help desk. Identifies, researches, and resolves complex technical problems. Creates and manages escalation procedures and ensures service levels are maintained. Documents, tracks, and monitors problems to ensure resolution in a timely manner. Assign duties, and complete annual evaluations on personnel.

License: Current and valid Texas driver's license and a clean driving record required.

Hours: Monday-Friday, 8:00am-5:00pm.

Salary:  $72,789 annually. 

Integral Care strives to maintain a diverse workforce. We encourage all to apply, including those who have knowledge and/or experience working with underserved populations, including Asian and Pacific Islander, Black/African American, Hispanic/Latino, and LGBTQA communities.

For specific positions, additional compensation may be available to those who are bilingual in both English and one of the following languages:  Spanish, Chinese, Vietnamese, Korean, or Burmese. (PM16)