Service Desk Supervisor

McGrath might be the best company you may never have heard of. While we started out small, 45+ years later we deliver over $888 million dollars in annual revenue, employ more than 1,200 associates, and operate as a publicly traded company (NASDAQ: MGRC). Throughout our growth, we retained our close-knit feeling and exceptional company culture that is so hard to find nowadays. If you are looking for a company that values your ideas, while offering stability and a place where you can truly make a difference, we want to talk to you!

“A Day in the Life”

The Service Desk Supervisor role will act as the first escalation point prior to escalating to the IT Service Manager and should be comfortable acting as the escalation point and gathering details. Must be able to analyze and assign tickets to appropriate team members, gather additional information from user/manager prior to approving and assigning Service Requests. Must monitor tickets to completion and periodically call user to review resolution quality and agent notes. This person will be hands-on and intuitive, solution-oriented, and be able to communicate well with their team, users, and upper management. Must be able to support and maintain organizational computer systems, desktops, laptops, peripherals, and mobile devices. This includes installing, diagnosing, repairing, maintaining, and upgrading all organizational hardware and equipment while ensuring optimal workstation performance. This person will also be responsible for troubleshooting problem areas and will log and resolve or facilitate the resolution of incident tickets. This role also provides on-site, telephone, and email support to local and remote users in a timely and accurate fashion. The Service Desk Lead will also accurately and in a timely manner perform tasks assigned from Incidents and Requests.

“What You’ll Do”

• Secondary support and primary point of contact for Tier 1 Service Desk environment
• Escalation point for all Desktop Support Technicians.
• Initial escalation point for users, secondary escalation will be IT Service Manager.
• Listen for concerns and identify areas requiring further attention from the IT Service Manager.
• Communicate all issues immediately to IT Service Manager.
• Monitor day to day Service Desk operations.
• Monitor ticket queues and ensure tickets are being followed up on.
• Monitor and review daily reports.
• Monitor agent performance and work with IT Service Manager on potential areas of improvement.
• Work with all assigned agents to ensure KPI goals are being met.
• Assists with training and support for Desktop Support Technicians and Service Desk.
• Works with team to ensure software and firmware is up to date on user facing devices.
• Logs all calls and works all issues to resolution.
• Troubleshoot hardware issues related to desktops, laptops, printers, peripherals, and mobile devices.
• Conducts hardware replacement after diagnostics, if necessary.
• Responsible for new hire setup, equipment delivery, and PC reassignment setup.
• Assists in large projects like office-wide hardware and/or software upgrades, such as replacing personal computer equipment, migrating to new personal computers, and special software installations.
• Constantly check status of all reported problems and keeps customers informed of status.
• Respond to and resolve High Priority ticket assignments for desktop support within established service level agreements.
• Follows up on open tickets to ensure proper response and satisfactory resolution and keeps detail-oriented documentation regarding problems and solutions.
• Provides face-to-face support to end users for hardware and software issues.
• Collaborate with Technology team members to ensure efficient operation of the organization's desktop computing environment.
• Interview new candidates for positions on the team to ensure they have the right skillset for the job
• Participate in meetings with management to discuss customer needs and concerns
• Perform related duties consistent with the scope and intent of the position.
  
  

“Must Haves”

• Excellent communication and writing skills. Well organized. Professional presentation, friendly and outgoing, ‘can do’ attitude a must. Self-starting and motivated.
• Prior experience in handling Desktop Support requests, including escalations from other Desktop and Systems Administrators.
• Prior experience involving break/fix repair for medium to large scale client services group.
• Knowledge and experience with VPN and remote access systems.
• Knowledge of desktop operating systems: Windows 7, Windows 10, Windows 11.
• Demonstrated understanding of computer hardware, operating system functions and components and peripheral equipment.
• Experience using Ghost or other desktop imaging software.
• Extensive knowledge of Microsoft Outlook 365 and 2016, Windows 10 Professional; working knowledge of Microsoft Office 2007/2010, Windows 2008 Server and Active Directory.
• Experienced in troubleshooting network issues from the endpoint.
• Must be able to produce clear and concise written documentation for technical and non-technical audiences.
• Experience providing support for iOS (iPhones/iPads), and Android devices.
• Relevant bachelor's degree from four-year College or university or equivalent work experience.
• A+ Certification
• MCSA Certification
  
  

Special Considerations

• Must be able to lift 50 Lbs.
• Must have reliable transportation.
• Work Schedule: 8:00 AM to 5:00 PM Mon-Fri
• On-call Duties
  
  

The specific pay rate and level, if applicable, will depend on the successful candidate’s qualifications, prior experience and location.

“Perks”

• It’s a great place to work where you are given the space to share ideas and opinions and the bottom-line is “YOU” matter!
• We value our employees' Quality of Life, and when it comes to mental health, recovery, and self-care, there is no one-size-fits-all approach that is why we provide resources where employees can find information on several wellness topics like nutrition, exercise, emotional health, and more!
• We all need to rest and recharge that’s why in addition to vacation and sick time we also offer 10 days + 2 half days company-paid holidays!
• We offer a variety of benefits that offer you flexibility and choice, a simple selection experience, and the ability to take control over your benefit spending.
• 401(k) Retirement Plan with Company Match.
• Life is unpredictable, having Company Paid Life Insurance and knowing that your loved ones will be protected financially in the event of an unexpected death can give you peace of mind.
• We also offer DailyPay, HSA, FSA, EAP and Pet Insurance!
  
  

A Message from Our CEO, Joe Hanna

At McGrath, diversity and inclusion are important to our culture and core values. One of our core values is that YOU matter. This means everyone in the company, inclusive of race, color, nationality, gender, orientation, and all else. You are all important and critical to our operations and success. I believe cultivating a culture that is inclusive and embraces everyone is the right thing to do and as your leader, I’m committed to making this happen.

The pre-employment screening process includes social security verification and criminal background check. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, sexual orientation, gender identity, national origin, protected veteran status, on the basis of disability and any other legally protected status.

Our company uses E-Verify to confirm employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .

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