Computer Development Systems, LLC
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Wednesday, December 19, 2018
Complex Problems, Simple Solutions. (717) 591-0995
Technical Support Manager
Location: Mechanicsburg, PA
Salary: $55,000+, Depends on experience and skillset (plus bonus opportunities)
Experience: 5+ years
Position Type: Full-time, Salaried
Job Description
Responsibilities for this position include, but are not limited to, providing technical problem resolution to clients and internal users by gathering information to troubleshoot and diagnose issues, as well as managing technical tasks and scheduling, providing advanced support solutions, and mentoring other technicians. The supervisor will interact with customers and maintain or develop customer relationships, while tracking team goal progress and providing weekly reporting to management.
Normal hours of operation are 8:00am-5:00pm, Monday through Friday. To reduce downtime, evening and weekend work is necessary to provide after-hours support or complete projects and tasks as required by clients, existing contracts, or unexpected system downtime or failure.
This is a very fast-paced and dynamic career opportunity with unlimited personal growth potential, the opportunity for additional monthly project performance bonuses, and expanded knowledge in Information Technology and the latest Microsoft technologies. Candidates should be forward thinking, innovative, committed to providing timely and professional implementation and support services to our employees and clients, and very eager to learn new and advanced technologies.
Job Responsibilities
  • Perform technical triage under pressure and time constraints to quickly assess the situation and determine which level technician should be assigned
  • Resolve highly complex or sensitive issues elevated from junior level technicians as needed or directed by management
  • Take ownership of customer issues and see problems through to resolution, while providing timely and accurate status updates to customers
  • Implement proactive, preventative procedures to maintain systems and networks effectively and efficiently
  • Mentor and provide advice and guidance to junior level technicians and staff members as needed
  • Provide on-call technical support for after hours and weekend support requests when needed
  • Initiate and moderate regular support team meetings and provide detailed weekly reporting on team progress of goals and commitments to management
  • Determine and develop various ways to independently and creatively solve complex problems and determine technical objectives
  • Research, diagnose, troubleshoot, and identify solutions to resolve customer issues related to application use, design, and configuration
  • Schedule, execute, and support any configuration, device, or network changes or upgrades
  • Maintain and coordinate maintenance schedules for customer and internal systems and networks
  • Manage and participate in complex network infrastructure design and management, including hardware and wiring
  • Establish reasonable time thresholds for technical tasks before escalating and enforce those thresholds for all team members
  • Contribute to the body of knowledge by coordinating, creating, and maintaining knowledge base articles, end user technical training documentation, and other technical documents
  • Perform research based on customer needs and build quotes for necessary equipment and support
  • Assist with identifying inefficiencies in operating procedures within the company, defining and documenting solutions, while working diligently to maintain a highly visible and positive company presence with customers
  • Develop and maintain positive, professional working relationships with customers and team members
  • Effectively communicate complex technical issues to a broad range of customers and departments
  • Remain current on company-wide system enhancements of software, hardware and data communication
Key Competencies
  • Possess excellent troubleshooting skills with the ability to work under pressure and time constraints
  • Be a high energy self-starter, driven to meet the challenge of a demanding customer environment
  • Think creatively, as well as adapt and contribute to changing environments
  • Possess strong verbal, listening, and written communication skills
  • Possess strong customer service and interpersonal skills, work effectively with both customer and CDS resources, and resolve potential conflicts effectively
  • Be result-oriented with strong problem-solving skills
  • Possess strong scheduling and time management experience
Required Experience and Skills
  • Bachelor's degree in computer science, computer information systems, or related experience
  • MCSE or equivalent certification is preferred, but not required
  • Minimum of 5 years of experience providing enterprise level technical support
  • Minimum of 2 years acting in a management role overseeing IT professionals
  • Minimum of 5 years on-the-job setup, configuration, and support experience in the following:
    • Microsoft Windows Server Operating Systems: 2008 or higher
    • Microsoft Windows Desktop Operating Systems: 7 or higher – Professional and Enterprise Editions
    • Domains and security in Microsoft Active Directory, DNS, DHCP, SMTP, POP3, FTP, HTTP, TCP/IP
    • Comcast, Verizon DSL/FiOS, and Wireless Access Point and Router knowledge
    • Server virtualization, using Hyper-V or VMWare technologies
  • Experience with Exchange Server, SQL Server, Cisco Routers, Group Policy, and VPN is preferred
  • Advanced Networking skills: IP structures, routing, configuration, and design
  • Must be able to lift a minimum of 50 pounds without assistance
  • Must have dependable transportation

NOTE: This job does require time to be spent before or after the normal workday to properly prepare tasks and coordinate team members, so all technicians have a clear understanding of tasks and expectations for their work day.

Please send your resume and cover letter to resume@compdevsys.com.
 
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