IT Support Supervisor

The IT Support Supervisor is responsible for the effective and efficient delivery of IT support via the Company’s help desk. This position supervises a small team of dedicated IT Support Technicians, geographically dispersed between Shelton and Tumwater, Washington. This position functions as part of the escalation strategy of the IT Department and serves as the owner of the ticketing system. The provision of excellent customer service and timely resolution of service requests are key business functions for this position.

This position is a full-time, non-exempt position and reports directly to the Chief Information Officer and is located in Olympia, WA.  The IT Support Supervisor generally works Monday through Friday, 7:30 a.m. to 4:00 p.m., but may be asked to work an altered schedule on occasion.  Local travel to other company locations and training seminars will be required from time to time.  Responsibilities herein represent typical elements and criteria considered necessary to perform the job successfully. Other duties may be assigned to meet emerging business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Actively oversees desktop and laptop support and software deployment throughout the Company, which may include systems integration, testing, maintenance and reporting of system performance and outages.
• Assist in developing appropriate Service Management processes, policies, procedures and work plans.
• Monitors work queues and directs work to ensure requests are prioritized and completed in a timely manner.
• Supervises a team of IT Support Technicians to include: recommend hiring, evaluating, rewarding, training and taking corrective action if necessary. Leads regular 1:1 meetings in addition to regularly scheduled team meetings.
• Distributes and balances the workload among Service Desk staff to assure timely completion of assignments.
• Directly or indirectly troubleshoots computer hard hardware, software, and peripheral technical issues; performs preventative maintenance of computer systems and peripherals.
• Monitor and review information from materials, events, or the environment, to detect or assess problems.
• Provide oversight, or management of, Service Desk projects. May also manage other department-wide projects or phases of projects.
• Participates in the establishment of long-range objectives, strategies and actions as assigned.
• Recommends changes to improve computer or information systems.
• Manages software license inventory.
• Track and test computer system operations to ensure proper functioning.
• Establishes and maintains standards, processes and procedures for the reliability and quality of core services supported by the department.
• Identify system data, hardware, or software components required to meet user needs.
• Jointly supports all department projects and initiatives, to include system security via communication, education and training of assigned staff and department personnel.
• Collaborates with project managers and other managers in the completion of Company-sponsored projects.
• Communicates technical service schedules with departments and publish system outages and restoration of services.
• Conducts research to gain information about products or processes.
• Assists in the procurement and asset tracking of deployed resources.
• Fosters a customer-centric culture within the team.
• Leads by example, employing a high degree of tact and diplomacy to promote a positive image of the team.
• May provide after-hours escalation support and respond to after-hours core system status alerts.
• May coordinate project activities with other personnel or departments.
• Operates a motor vehicle to travel between locations or other work assignments.
• Performs a variety of other duties as assigned.

QUALIFICATIONS

• Bachelor’s Degree in Computer Science or related field preferred. In lieu of a Bachelor’s Degree an Associate’s Degree will be considered with additional years of related work experience.
• Proficient experience implementing, administering and supporting Microsoft Windows 10 and 11, and Apple IOS.
• Proficient experience with administration of Microsoft Server Active Directory, Group Policy management, and end point management.
• Experience with ITIL service management best practices. Three (3+) years’ experience implementing, administering and supporting personal computers, printers, peripherals, laptops, telephony, fax, scanner and other office equipment.
• One (1+) year supervising technical staff in a support environment.
• Adept in using Microsoft Office products.
• Intermediate experience with software License Management models.
• Basic experience and depth of knowledge of PCI Compliance and Complexity.
• Excellent team player with a proven ability to resolve problems professionally and systematically
• Ability to communicate clearly and effectively with the department head and departmental team members to discuss projects, budgets, systems, workforce productivity tools and continuous process improvement.
• Ability to communicate clearly and effectively with all levels of the user community; provides exceptional customer service at all times.
• Ability to document, develop, implement and/or refine processes, procedures, policies and standards.
• Ability to stay abreast of emerging technologies with the ability to look for areas of improvement and make viable recommendations for improved operations.
• Ability to earn trust, maintain positive and professional relationships, and contribute to a culture of inclusion.
• Valid Driver’s License is required.

PREFFERRED QUALIFICATIONS

• A+, Network+, ITIL, Microsoft Certifications
• Experience using remote support toolsets.

PHYSICAL & MENTAL REQUIREMENTS

• Infrequent, bending, sitting, standing, lifting, overhead reaching and climbing.
• Ability to lift up to 50 lbs.
• Ability to work for extended periods of time utilizing a personal computers and peripherals or a laptop.
• Ability to see details at close range (within a few feet of the observer).
• Ability to arrange things or actions in a certain order or pattern according to a specific rule or set of rules (e.g.

patterns of numbers, letters, words, or mathematical operations).

• Ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
• Ability to listen and comprehend simple to complex instructions or directions.
• Ability to communicate information and ideas in speaking so others will understand.
• Ability to read and understand information and ideas presented in writing.
• Ability to communicate information and ideas in writing so others will understand.
• Ability to apply general rules to specific problems to produce answers that make sense.
• Ability to concentrate on a task over a period of time without being distracted.
• Ability to work independently with minimal supervision.

Wage Range: $34.34- $47.66/hour

For information about our benefits, please go to https://fungi.com/pages/fungi-perfecti-llc-summary-of-benefits

The Company’s pay range for this job is published in compliance with the State of Washington ‘s Equal Pay Opportunities Act and is not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with labor market data, or other applicable law.

Fungi Perfecti, LLC is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, genetic information, national origin, disability or veteran status.