End User Analyst Supervisor
Lafayette, CO 80026
Blackstone Technology Group, an award-winning technology consulting and staffing firm, is seeking an experienced End User Analyst Supervisor (Help Desk Support) to join its client's team in Lafayette or Broomfield, Colorado.
As an End User Analyst (Help Desk Support) Supervisor, you will supervise a growing and very busy End User Analysts team. You will oversee daily and on-call work schedules, approve associate timecards, equipment ordering, inventory tracking and report, and HR personnel issues. Additionally, you will assist managers with interviewing, hiring, and performance feedback of associates. Monitor productivity and quality standards; keep leadership apprised of End-User Analysts activities and potential problems.
Monitor and handle troubleshooting of systems, dispatching to appropriate resource if unable to correct issue. Troubleshoot PC and Printer based issues and at times utilizing remote software where appropriate. Adequately document resolution to issues in ticketing software. Maintain and update policies and procedures for areas of responsibility.
Keep user base informed of systems changes (software/hardware upgrades, planned down times, system unavailability). Disseminate information to leadership and end user base when appropriate. Update support staff regularly on the status of projects, trouble tickets and system changes.
Respond to voicemail, email and ticketing application messages according to priority schedule. Assist with writing problem-solving techniques to be put into ticketing software database.
Support new systems or new facets of existing systems, and keep abreast of technology changes. Participate as the primary agent in the setup and implementation of desktop systems including hardware and software installation, network connectivity, VOIP and analog phone sets/systems installation, and backup systems.
Manage special projects from beginning to end. Develop work plans, tasks, and time estimates. Plan, schedule and prioritize time to complete project tasks and deliverables. Lead project team members to complete project tasks, ensuring that a quality product is produced, on time and within budget.
Serve as mentor and subject matter expert for End User Analysts; assist with training new associates. Assist supervisor in promoting teamwork, customer education and satisfaction while developing the vision required to deliver quality customer service.
Bachelor s Degree in a computer-related field, required (equivalent work experience in a related field may be considered in lieu of a degree).
Minimum of three (3) years of experience in a healthcare, technology, or related field
Experience in performing PC setups, troubleshooting hardware and software problems, and designing configurations for desktop computing systems in a network environment, required
Demonstrated proficiency in microcomputer software including: Windows and Microsoft Office Products, Google G Suite
Demonstrated proficiency in computer hardware maintenance and troubleshooting
Strong research, organizational and analytical skills as well as the ability to teach users
At least five (5) years of experience in a healthcare, technology, or related field
Current A+ certification
Blackstone is a global IT services and solutions firm that implements digital transformation solutions across commercial industry verticals and the US Federal Government. Blackstone was founded in 1998, and has offices in San Francisco, Denver, Houston, Colorado Springs, and Washington, DC. We specialize in IT staffing and place both technical and creative talent across a variety of industries and sectors.
EOE of Minorities/Females/Veterans/Disabilities