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Desktop Support Supervisor

Company: Cetera Financial Group
Location: El Segundo
Posted on: February 24, 2021

Job Description:

POSITION TITLE: Desktop Support Supervisor
SUMMARY:Under general supervision, performs broad systems administration and technical support for both stand-alone PC hardware and software. Oversees day-to-day operations including all end user devices, peripheral equipment and provides technical leadership for the End User Support department. This is a senior Desktop Team position with the ideal candidate having 5-7 years in desktop support and the ability to work autonomously.
ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Installs and maintains hardware and software products and configures PC equipment according to department standards.
  • Identifies, evaluates, and corrects hardware, software, or operations problems.
  • Makes recommendations to supervisor for future hardware and software additions or enhancements.
  • Opens, assigns and escalates support tickets based on importance and priority.
  • Answers IT Support calls and resolves technical problems.
  • Monitors IT support ticket system to ensure proper ticket handling.
  • Communicates with customers the status of tickets and problems.
  • Documents and implements standard operating procedures.
  • Performs adds/moves/changes of computer equipment.
  • Performs computer training for employees, as requested.
  • May be required to work weekends and overtime occasionally.
    SUPERVISORY RESPONSIBILITIES:Lead and direct members of the Desktop Support Team and will be responsible for the following:
    • Ensure customer service is timely and accurate on a daily basis.
    • Recruit, train and support help desk representatives and technicians
    • Set specific customer service standards; adhere to agreed upon SLAs.
    • Contribute to improving customer support by actively responding to queries and handling complaints.
    • Establish best practices through the entire technical support process.
    • Follow up with customers to identify areas of improvement.
    • Develop daily, weekly and monthly reports on help desk team's productivity
    • Provide customer feedback to the appropriate internal teams.
      QUALIFICATIONS:The requirements listed below are representative of the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
      • Excellent written and verbal communication skills.
      • Excellent customer service skills.
      • Familiarity with desktop imaging software, specifically SCCM
      • Experience with Microsoft Windows environment and Office 365 Tenant Administration
      • Experience with Mac computers in a corporate environment a plus
      • Experience with Service Now IT ticket tracking system
      • Knowledge of current technological developments and trends in the area of expertise.
      • Demonstrated ability to handle multiple assignments with attention to detail.
      • Ability to prioritize and meet deadlines consistently.
      • Ability to maintain and secure sensitive/confidential information.
        EDUCATION and EXPERIENCE
        • A Bachelor's degree in information technology, computer science, or related field required.
        • 5 - 7 years of experience leading help desk or service desk operations in a rapidly growing organization
          CERTIFICATES, LICENSES, REGISTRATIONSCandidate should have achieved or be working toward Microsoft Administration certification, Network Associate-level certification, or Information Security associate-level certification.
          What we give you in return:
          Our competitive Health program offers a comprehensive benefits package that supports healthy lifestyles, preventative care and helps to protect against hardship. Our retirement plan offers our employees the opportunity to plan ahead for a strong financial future well beyond their working years.
          About Cetera Financial Group
          Cetera Financial Group-- ("Cetera") is a leading network of independent retail broker-dealers empowering the delivery of objective financial advice to individuals, families and company retirement plans across the country through trusted financial advisors and financial institutions. Cetera is an independent financial advisor network and a leading provider of retail services to the investment programs of banks and credit unions. Through its multiple distinct firms, Cetera offers independent and institutions-based advisors the benefits of a large, established broker-dealer and registered investment adviser, while serving advisors and institutions in a way that is customized to their needs and aspirations. Advisor support resources offered through Cetera include award-winning wealth management and advisory platforms, comprehensive broker-dealer and registered investment adviser services, practice management support and innovative technology. "Cetera Financial Group" refers to the network of retail independent broker-dealers encompassing, among others, Cetera Advisors, Cetera Advisor Networks, Cetera Financial Institutions, Cetera Financial Specialists, and First Allied Securities.
          Cetera Financial Group is committed to providing an equal employment opportunity for all applicants and employees. For us, this is the only acceptable way to do business. Accordingly, all employment decisions at the Cetera Financial Group, including those relating to hiring, promotion, transfers, benefits, compensation, and placement, will be made without regard to race, color, ancestry, national origin, citizenship, age, physical and/or mental disability, medical condition, pregnancy, genetic characteristics, religion, religious dress and/or grooming, gender, gender identity, gender expression, sexual orientation, marital status, U.S. military status, political affiliation, or any other class protected by state and/or federal law.
          Agencies please note: this recruitment assignment is being managed directly by Cetera's Talent Acquisition team. We will reach out to our preferred agency partners in the rare instance we require additional talent options. Your respect for this process is appreciated.Please review our Workforce Privacy Policy for further details on what information we collect and the purposes for collection

Keywords: Cetera Financial Group, Los Angeles , Desktop Support Supervisor, Other , El Segundo, California

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