Help Desk Supervisor

Customers use our TMS for quoting, tracking and invoicing. Expedited and white-glove shipments are handled by a dedicated desk. After-hours coverage rotates every few weeks.

Position summary:

This role opened up because a team member is relocating. The Help Desk Supervisor is the first point of contact for staff with computer, phone, printer and account problems. We want someone who stays calm with frustrated users and keeps good notes in the ticket. The work is on site and cannot be done remotely.

Responsibilities:

• Respond to tickets, calls, chats and walk-ups through ServiceNow, Jira Service Management or Freshservice.
• Escalate network, server and application problems to the right team with clear notes.
• Support desk phones and softphones in Teams Phone, RingCentral or Zoom Phone.
• Reset passwords, clear account lockouts and re-register MFA in Active Directory and Entra ID.
• Write and update knowledge base articles for common problems.
• Image, deploy and recover Windows 11 and macOS laptops using Intune, Autopilot or Jamf.

Required qualifications:

• 8-10 years of help desk or desktop support experience.
• CompTIA A+ certification or equivalent hands-on experience.
• Experience with Active Directory user and group management.
• Basic networking: IP addressing, DHCP, DNS, Wi-Fi troubleshooting.
• High school diploma or GED required. Associate degree in IT preferred.

Preferred qualifications:

• Basic PowerShell scripting.
• ITIL 4 Foundation.
• Intune, Jamf or SCCM/MECM.
• Experience supporting healthcare, legal or manufacturing environments.

Schedule: Weekdays, 7:00 AM to 3:30 PM

Expected salary range: $36.00-$42.00 per hour, plus bonus eligibility.

Benefits:

• Health insurance.
• 401(k) with company match.
• 11 paid holidays.
• Paid training.
• Employee assistance program.

We are an equal opportunity employer. If you need an accommodation during the application process, let us know.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Bulkhead Shipping.