Technical Support Supervisor I

Why Guide Star? Guide Star is an IT managed services provider specializing in IT technical and end user support, monitoring, managed wireless solutions and security for small and medium size business, internet service providers, and hospitality organizations across the US and Canada. We are a division of CCI Systems, Inc., which is an Employee-Owned solution provider specializing in telecommunications, comprehensive network assessments, industry-leading engineering, drafting and design services, and 24/7 support services. Our outstanding team-based work culture and environment has allowed us to grow, develop, and retain long-term employees. We value our employees’ hard work and determination and REWARD results all while having fun! Our mission is to make life better by connecting people through innovative communication systems.

We are seeking a Technical Support Supervisor that will provide leadership and coaching for the Helpdesk Technical Support team, act as liaison for business unit and strategic initiative stakeholders and provide expert support to the enterprise environment through knowledge and experience of business needs solution development and systems support. This key working supervisor position works within the IT team to provide effective leadership and support in coordinating IT resources to achieve and maintain optimally performing systems and support to meet the needs of the enterprise.

Responsibilities

• Facilitate and maintain relationships with IT leadership and business unit stakeholders.
• Ensure the entire team understands business processes and drivers for what they are supporting and delivering.
• Oversee end user technical support, including Workstation Administration and Configuration, Cell Phone Administration, Printer Support, User Access Issues, Workstation Software Installation, Administration, Configuration and Support, New and Existing Centralized Business Software Analysis, Security, Administration, Configuration and Support, Identify, purchase, manage inventory, distribute, and track end user hardware.
• Manage IT support requests, trouble tickets, and create metrics and best practices as they relate to trouble ticket times and volume, service level agreements (SLAs), methods and frequency of communication, and trouble ticket assignment and resolution.
• Perform business system design, architecture, and improvement.
• Collaborate closely with other IT management to ensure systems are optimally integrated and meet user’s needs.
• Ensure that comprehensive technical support knowledge base is created and maintained.
• Lead in preparing and executing all scheduled and ad-hoc deployments.
• Lead in process improvement and provide technical and analytical support.
• Strong open communication with other team members and management on best practices, issues, new requirements, hardware, and architectures.
• Build on your personal knowledge base through continued education and training.
• Analyze and present written cost/benefit proposals for technology needs and improvements to meet business requirements.
• Perform other related duties as assigned by management.

Skills

• Bachelor’s degree in Computer Systems and Network Administration, Business MIS/CIS/Management, or Computer Science is preferred.
• preferred.
• 2-3 years’ experience in a customer support role.
• 3+ years’ experience with process development and compliance.
• 3+ years’ experience managing a team of customer support professionals and leading team buildings and setting objectives.
• 1+ years’ experience with system analysis such as requirements gathering, software evaluation, budgeting, negotiation, implementation, and software administration.
• Experience with IT asset management such as inventory systems, performance and Infrastructure monitoring, mobile device management, and vulnerability Mitigation.
• Knowledgeable in technical support and applicable technologies such as ticketing software, hardware acquisition and support, inventory management, cell phone and phone support, printer support, security policies, and communication techniques.
• Aware of current trends in software, system architectures and support methodologies.
• Excellent communication, interpersonal, organizational, and leadership skills.
• Demonstrate impeccable communication and ensure customer satisfaction.
• Strong analytical skills.
• Ability to communicate regularly with top management and stakeholders.
• Ability to lead others effectively and hold them accountable.
• The ability to embrace corporate values, understand the company mission, and exemplifies CCI leadership behaviors.
• Leadership with skills to positively influence others, collaborate with teammates, communicate on the level of others, listen, and understand people in circumstances common in the workplace.
• Knowledge of information technology (IT) security principles and methods (e.g., firewalls, demilitarized zones, encryption)
• Knowledge of Virtual Private Network (VPN) security.
• Knowledge of what constitutes a network attack and a network attack’s relationship to both threats and vulnerabilities.
• Knowledge of the common attack vectors on the network layer.
• Knowledge of system administration, network, and operation system hardening techniques.
• Knowledge of cyber-attack stages (e.g., reconnaissance, scanning, enumeration, gaining access, escalation of privileges, maintaining access, network exploitation, covering tracks)
• Knowledge of the basic operation of computers
• Knowledge of attack methods and techniques (DDoS, brute force, spoofing, etc.)

Shift is Monday-Friday between the hours of 1:00 am to 9:00 pm CST but must be able to work outside normal business hours when required. Will be required to work in corporate office in Iron Mountain, MI. One weekend is required per month. On call rotation for holidays.

Additional Information

• Must live in Upper Michigan or Northeast Wisconsin.
• We are a 24/7 365 operation