Position Information

Help Desk Supervisor
This position is responsible for supervising, planning, and directing the day-to-day operations of the IT helpdesk ensuring that the Technical Support Specialist team delivers exceptional customer service within service level expectations. 
This position serves as lead to a team of Technical Support Specialists.  May function on behalf of the Director of Information Technology.
This job description reflects management’s assignment of essential functions; it does not prescribe or restrict the tasks that may be assigned.
Plan, organize, and direct the work of help desk support staff, including Technical Support Specialists ensuring timely and professional delivery of technical support.
Evaluate and document performance, review staff work for accuracy and timely completion of assigned duties, recommend corrective action or recognition when appropriate.
Manage daily operations of the IT Help Desk by ensuring consistent staffing coverage, setting priorities and ensuring that ticketing processes are efficient and effective.
Prepare and maintain reports and key performance indicators to monitor the health and effectiveness of the IT helpdesk and provide recommendations for areas of service or technology improvements.
Resolve customer complaints ensuring that exceptional customer service is provided and opportunities for process and policy improvement are identified.
Maintain IT process and procedure documentation and engage IT personnel to identify gaps in documentation and coordinate the development of documentation content
Provide training and mentoring to other team members in their area of responsibilities and expertise.
Act as a technical escalation point for the help desk team.
Proactively identify process improvement opportunities, including end-user training tools and documentation.
Serve as the expert resource for CPFR’s issues and requests for information technology services and support.
Provide updates, status and completion information to manager and/or users, via voicemail, email or in-person communications.
Assist in research and procurement of computer accessories and supplies.
Establishes and maintains effective professional working relationships with co-workers and every level of management.
Position: Help Desk Supervisor
Organization: Central Pierce Fire & Rescue
Location: PUYALLUP,  WA 
United States
Salary: $8,500 - $10,334/month
Posting Start Date: 11/18/2022
Date Posted: 11/18/2022
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skills and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
          Education and/or Experience
  • Bachelor’s Degree in Computer Sciences, or related field; and
    • Five (5) years of increasingly responsible related experience; and
    • Two (2) years of management and administrative responsibility
  • An equivalent combination of education and experience that would likely provide the required knowledge, skills and abilities.
Certificates, Licenses and Registrations
  • Valid Washington State driver’s license in good standing
  • Experience in a governmental environment
  • Experience in a unionized environment
  • ITIL Practitioner
          Knowledge, Skills and Abilities
Advanced knowledge (including usage and deployment) of:
  • Outlook and Outlook Web access
  • remote control tools to remotely resolve customer issues
  • smart phones and tablets
  • terminology, concepts, requirements and techniques of information
  • systems
  • Office 365 suite
Basic knowledge of:
  • Internet Explorer, Microsoft OS from Windows XP to Windows 11, and
  • TCP/IP network, hardware configuration, including PC’s, printers, servers and other peripherals
  • monitoring software and help desk tracking systems
  • virtual computing environments (VMware, Hyper-V)
  • Network Infrastructure, LAN/WAN Web Technologies, applications and
remote access, VPN
  • SCCM and centralized endpoint management
  • knowledge management tools
Skilled in:
  • Resolving interpersonal and interdepartmental conflicts and coordinating solutions to critical problems and ensure completion of planned deliverables
  • Communicating changes effectively and building commitment and overcoming resistance
  • strong organization and communication
  • communicating technical concerns and solutions to many different
people with varying degrees of technical knowledge
  • working with individuals in all divisions and/or departments to help solve
their technical issues
  • customer service skills and the ability to manage difficult situations,
respond promptly to employee IT needs and solicit employee feedback
to improve service
  • using logic and reasoning to identify the strengths and weaknesses of
alternative solutions, conclusions or approaches to problems
  • motivating, developing, and directing people as they work, identifying the best people for the job
  • maintaining confidentiality and discretion when handling sensitive, personal and personnel information
  • interacting effectively with individuals and groups to achieve cooperation and support of departmental services, goals and objectives
Ability to:
  • Balance team and individual responsibilities; work in a collaborative manner with technical and nontechnical personnel; exhibit objectivity and openness to others' views; build a positive team spirit; treat others with respect regardless of status or position; inspire the trust of others; facilitate knowledge share between individuals to contribute to team effectiveness and supports everyone's efforts to succeed.
  • learn the organization, functions and policies of the District and work within the scope of authority outlined
  • work independently with little direct supervision
  • exercise independent judgment and discretion in the triage of issues and requests of significance while providing high quality end user IT services to all Central Pierce Fire & Rescue employees, partners, and customers, delivering an excellent customer service experience
  • diagnose and resolve complex IT problems in a timely manner
  • gather and analyze information skillfully
  • manage difficult situations, respond promptly to employee IT needs and solicit employee feedback to improve service
  • access personal transportation - moderate local travel required
          Tools & Equipment Used
  • servers
  • computers
  • monitors
  • printers
  • desk and cellular telephone
  • related communications equipment
  • copier
  • fax machine
WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is not exposed to weather conditions. The noise level in the work environment is usually moderate.
PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
Status: This listing expires on: 2/16/2023
Apply Apply for this Position
Send to a Friend  Send to Friend
   Print Job
Return to Job Search  Return to Job Search
Post a Position  Post a Position
Organization Information
Central Pierce Fire & Rescue

United States
(253) 538-6433
Suzi Washo

WFC Motto:
To Serve Educate & Lead

WFC Mission:
Providing leadership through service, education and advocacy.