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TITLE

 

IT Support Manager

COMPANY

 

Act-On Software

LOCATION

 

Portland, OR, US

Description

  • Responsible for leading the IT helpdesk - ensures quality and timely technical service to all internal users.  Delivering outstanding customer service is the core focus.
  • Provide hands-on support for all IT Support functions, including prioritization, management, and reporting of requests, incidents, and outages
  • Oversee development and communication of IT knowledge base - ensure documentation regarding operational use of technology is maintained and current - for both end users and IT
  • Manage all aspects of the desktop lifecycle in a mixed Mac/Windows environment - procurement, imaging and configuration, deployment, patching, repairs and maintenance, redeployment, secure disposal
  • Administration of antivirus, encryption, phone system, remote access tools, printers, and other systems utilized by the desktop 
  • Manage all aspects of user account lifecycle - all procedures and administration related to onboarding, offboarding, and role changes, as well as security badging
  • Handle issues involving confidentiality and discretion in a mature professional manner
  • Responsible for inventory management processes, refining as needed and liaising with vendors to secure improvements in cost, support and delivery
  • Manage IT software and hardware licenses and services
  • Maintain accurate hardware inventory
  • Monitor and identify problem trends, propose proactive and well-researched actions to prevent future occurrences
  • Track and analyze trends, generate statistical reports
  • Independently manage time to balance incoming requests, projects and other organizational needs
  • Lead a problem solving culture; identify recurring problems and organize to resolve root cause issues
  • Lead a continuous improvement culture; responsible for documentation, standardization and improvement involving people, process, technology & customer service.  Regularly updates IT knowledgebase, processes, and procedures as things evolve.
  • Lead a customer service culture; responsible for building relationships with stakeholders and end users, seeks out feedback to ensure we’re satisfying the needs of the organization
  • Develop and enforce request handling, escalation policies and other IT Support procedures as needed

Requirements

  • Strong organizational skills and detail-oriented work ethic
  • Technical curiosity and a passion for technology
  • The ability to juggle, prioritize, problem solve and move quickly a must
  • Ability to work independently, prioritize own tasks, and tasks of others - able to rapidly adapt to changing priorities and situations
  • Ability and desire to understand the company's long term strategy and how technology contributes to achieving those goals
  • Ability to challenge conventional practices;  adapts established methods for new uses and pursue ongoing system improvement
  • 3+ years of experience in a technical support role

Education:

  • High School Diploma required
  • BA/BS Degree in Information Systems preferred

Bonus Points:

  • Google Apps, Okta, RingCentral administration experience
  • LogMeIn Central experience
  • Malware detection and removal experience

Physical Abilities:

  • Independently lift and carry up to 50 pounds
  • Bend, crawl, stretch, and climb as needed to access computer equipment in offices and equipment rooms
  • Read, write, and type at a speed and accuracy reasonable for a technical support role
  • Manual dexterity to work with tools, controls, and small connectors and parts

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