Help Desk Manager

Role: Help Desk Manager Location: Newark NJ Duration: 12 Months contract Note: Position is 5 days / Week Onsite Job Description: Oversees timely delivery of quality technical support to internal and external customers. Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. Excellent Communication Needed along with experience working on a High Volume Helpdesk. Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance. Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps. Keep accurate records of calls and resolutions using a Helpdesk ticketing system. Updates inventory and installs and moves desktop equipment as needed. Oversees timely delivery of quality technical support to internal and external customers. Manages help desk personnel and develops policies and procedures governing how to troubleshoot IT issues, including identification, documentation, distribution and resolution. May assess new products or services and suggest enhancements to senior management. Relies on extensive knowledge and professional discretion to achieve goals. Manages others. Usually reports to a department head. Significant ingenuity and flexibility is expected. Requires a bachelor's degree. Skills: Proficient in Microsoft Office365 products. Demonstrate troubleshooting skills. Ability to diagnosis and correct computer software, firmware, hardware problems. Demonstrate clear understanding of remote access tools to assist users in a telework multi-network environment. Ability to diagnosis and correct wireless network issues. Ability to assist users with audio visual equipment, Zoom and Team issues. Ability to diagnosis and correct smartphone phone problems. Demonstrate good interpersonal skills in a high-volume Helpdesk. Maintain professional demeanor. Keep accurate records of transactions in professional inventory and and Helpdesk ticketing systems. Ability to physically setup and move computer and peripheral equipment.