Help Desk-Desktop Support Director

*This position is on our hybrid schedule, 3x a week in our New Rochelle office.

Position Purpose:

The Help Desk and Desktop Support team ensures operational success for internal IT hardware, software, and assets. The Help Desk and Desktop Support team provides support to the company's end users and their use of technology. This role provides support to Benchmark Education's business operations at offices in New York City, New Rochelle, Groveport, Ohio, Scottsdale, AZ and remote employees. A strong skill set in supporting desktop and help desk operations is required

Job Functions/Primary Responsibilities:

• Work as part of a high performance support team to ensure that system enhancements and defect corrections work properly and meet the user's requirements
• Ensures resolution confirmation and closure of incidents and service requests.
• Track and thoroughly detail technology issues in ticketing system.
• Deploy and set up end users with new equipment or replacement.
• Onboard new company employees with required assets and access.
• Work one on one with end users both in-person and remotely.
• Tracks and communicates customer issues through completion.
• Review vendor or third-party software updates, drivers, knowledge bases, and FAQ resources to stay up to date on known issues that may compromise systems' security or stability.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
• Develop documentation to support customers and end users.
• Maintain strong adherence to Service Level Agreements
• Review and update knowledge base and technical support documentation to reflect current technical information on products
• Work independently with minimal direct supervision
• Ability to adjust to multiple demands, shifting work priorities, adversity and change
• Ability to complete the assignment on schedule
• Support organizational metrics to indicate individual and departmental performance to requirements.
• Provide leadership including managing goals and expectations, personnel actions, recruiting, and performance management to enable a highly motivated team.
• Establish SOPs for endpoint protection and vulnerability management
• Occasional off-shift and weekend work, as required.
• After hours on-call scheduled rotation, as required.

Job Requirements/Desired Skills and Experience:

• 5-7 years in IT customer support, technical support, help desk or service desk experience.
• 5-7 years providing IT infrastructure, application, PC and Mac desktop support.
• A Bachelor's degree in Computer Science, Information Technology, or a closely related degree required.
• Relevant industry or vendor certifications (i.e., CompTIA, Microsoft, Apple, Google, HDI, ITIL, etc.) desired.
• Experience working with Service Management system, such Manage Engine.
• ITIL foundations exposure
• Knowledge of network security practices and anti-virus programs.
• Experience with scripting (PowerShell, Python, etc.).
• Hands-on experience with Windows/Mac OS environments.
• Must have exceptional customer relations skills and a commitment to excellent customer service.
• Ability to work with non-technical customers to gather business requirements and translate into technical specifications.
• Excellent oral and written communication skills.
• Good analytical and troubleshooting skills with a demonstrated proficiency at problem solving/root cause analysis to identify issues and resolve.

Key Competencies:

1. Empathetic: Want to genuinely help other people. Have the willingness to understand another person's experience and see it through their eyes.
2. Emotional Intelligence: Capability of recognizing, controlling, and expressing one's emotions and how to handle interpersonal engagements judiciously and empathetically.
3. Problem Solver / Solution Provider: Strong analytical skills to assess a problem, determine the cause, and identify a clear path to a solution.
4. Internet Savvy: Knowing how the Internet, Cloud, and IoT functions and the technology involved to make it work and keep it secure.
5. Technologist: Has a love of all thing tech and typically the "go to" IT person for friends and family. Knows your way around desktop hardware, software applications, operating systems, and network connectivity.
6. Knowledge-driven Mindset: Enjoys learning, growing, and continuously improving not only themselves, but looks to help improve their team, the customer experience, and ultimately the company through the supportive notion of people, processes, and technology.
7. Strong Communicator: Both verbally and in writing, the ability to document, translate, and clearly articulate ideas and information in an authentic way. Active listening skills are also essential to effective communication.
8. Master of Simplicity: The organizational skillset to quickly assess a problem, sort it all out, and then present to the customer the simplest answer possible to resolve their problem.
9. Growth Mindset: The inner drive for learning and growing. As products, technology, and policies will change over time, the individual must be capable of growth and change as well.

Performance Guidelines:

Management will set a target for a daily resolution rate of tickets and expect an overall customer satisfaction (CSAT) rating of 95%.

Other KPIs to be documented and measured include (but not limited to)

• Incident First Contact Resolution Rate
• % Resolved Level 1 Capable
• Tickets per Engineer per Month
• Incidents per Engineer per Month
• Service Requests per Engineer per Month
• Mean Time to Resolve (MTTR) - Incidents
• Mean Time to Fulfill (MTTF) - Service Requests

About Us

Benchmark Education Company is a leading publisher of core, supplemental, and intervention literacy and language resources in English and Spanish, both print and digital, as well as world-class professional development. Since its founding in 1998, our company has proven to be one of the most nimble and innovative content creators on the cutting edge of pedagogy and technology. The digital content in our many online and hybrid learning programs delivers all the rigor of its print counterpart and is designed for virtual and blended learning contexts.

Benchmark Education Publishing (BEC) and its affiliates are proud to be an Equal Opportunity Employer.

For further information, visit us at: https://www.benchmarkeducation.com

BENCHMARK EDUCATION BENEFITS OVERVIEW

Benefits

- Health Insurance - Dental & Vision Insurance - Disability Insurance

- Life Insurance - Wellness Programs - 401K

- Paid Vacation - Paid Holidays - Paid Sick Days

- Employee Referral Bonus

Company Culture, Perks & Discounts

- Flex work schedule - Commuter Benefits - Paid Parking

- Company Outings - Free Snacks - Catered Lunches/Events

- Game Room - Pet Friendly - Holiday Events

- Happy Hours - Paid Technology - Sports Leagues

- Art Exhibitions - Off-site Work Program*

Professional Development

- Education Scholarship Fund - Cross functional training

- Job Training & Conferences - Paid Internships

COVID-19 Policy - USA

All employees are required to have or obtain a COVID-19 vaccination as a condition of employment at Benchmark Education unless an exemption has been approved. All employees shall be required to report their vaccine status. All new employees shall be required to provide proof of their vaccination status prior to the start of their employment.

NO AGENCIES PLEASE