Friday, November 01, 2013

National Ecological Observatory Network - Help Desk

Overview: The National Ecological Observatory Network (NEON) is a $430 million dollar observatory project dedicated to understanding how changes in climate, land use and invasive species impact ecology. For the next three decades NEON will collect a comprehensive range of ecological data on a continental scale across 20 eco-climatic domains representing US ecosystems. NEON will use cutting edge technology including an airborne observation platform that will capture images of regional landscapes and vegetation; mobile, re-locatable, and fixed data collection sites with automated ground sensors to monitor soil and atmosphere; and trained field crews who will observe and sample populations of diverse organisms and collect soil and water data. A leading edge cyber-infrastructure will calibrate, store and publish this information. The Observatory will grow to 300+ personnel and will be the first of its kind designed to detect and enable forecasting of ecological change at continental scales.

Summary: This position reports to the Senior Information Technology Manager. The Supervisor Help Desk supervises, prioritizes, assigns and monitors help desk requests. The Supervisor Help desk will respond to escalated help desk support issues. The Supervisor coordinates the help desk and provides frontline quality support to internal employees; and communicates and set expectations.

Essential Duties and Responsibilities:
* Manage help desk ticketing system to prioritize and assign requests.
* Monitor, diagnose, and resolve employee support requests; support escalated help desk requests.
* Ensure that scheduled help desk requests are delivered by established deadlines.
* Create, analyze, and optimize essential help desk processes.
* Provide reporting and metrics on help desk services.
* Provide highest level of customer-service.
* Coordinate scheduling of help desk projects and service requests.
* Communicate expectations, status, and progress of assigned tasks and employee requests.
* Participate in other IT projects, efforts and processes as skills, experience and time permits.
* Coordinate warranty service repair with vendors.
* Provide end-user training as needed.
* Supervise help desk staff, to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems.
* Perform human resource activities with Help desk direct reports (e.g., performance management, hiring, and informal training of staff).
* Will have access to confidential Company information and must follow NEON confidentiality of information policies and procedures.

Required Education, Experience, Knowledge, Skills:
* High School Diploma or equivalent. One year college level course work or equivalent certification or training. Equivalent education and experience may be considered.
* Five years' experience working in IT field.
* Experience should include leading and supervising direct reports.
* Ability and desire to supervise direct reports.
* Previous help desk experience.
* Experience working with help desk ticketing systems.
* Experience creating and providing help desk metrics.
* Experience with Microsoft platforms such as Windows 7.
* Experience with MS Office, Outlook, and Internet Explorer.
* Experience with Active Directory.
* Experience with Mac OS X and Mac hardware.
* Experience with web conferencing technologies (for example, WebEx, GoToMeeting, Lync, etc.)
* Knowledge of networking, wireless, and VPN troubleshooting.
* Advanced knowledge of mobile devices such as iPhones, Blackberries, Android.
* Advanced level knowledge of PC hardware setup and configuration.
* Ability to analyze and optimize help desk processes.
* Effective time management, prioritization, and communication skills are required.
* Familiarity with and desire to learn desktop and network technologies.
* Ability to quickly learn new technologies and new products.
* Ability to multitask and work under time pressure while performing a variety of detailed tasks.
* Ability to move and or lift 50 pounds (IT equipment, hardware).

Preferred Education, Experience, Knowledge, Skills:
* Experience with videoconferencing.
* Experience with audio/video systems.
* Experience with Citrix (Receiver, XenApp, XenDesktop, XenClient).
* Experience with PowerShell scripting.
* Knowledge of VoIP phone configuration and troubleshooting.
* Knowledge of Unix/Linux.

Must have permanent authorization for US employment. NEON Inc. is an Equal Opportunity Employer. Women, Minorities, Veterans and Disabled Persons are encouraged to apply. - See more at: http://www.neoninc.org/jobs/ITSupervisor

Bridget A. Sorget
Sr. Technical Recruiter