at Midwest Goods Inc. in Bensenville, Illinois, United States
Job Description
Location : Bensenville, IL
Schedule: Monday-Friday 10:00 AM – 7:00 PM *Weekends as needed Status: Full Time (Exempt) Compensation: $78,000 $300 Sign-on Bonus After Completion of the 90-day Probationary Period Summary/Objective A Help Desk Supervisor is responsible for overseeing the technical support team to ensure effective and efficient resolution of IT-related issues for end-users. This role involves managing daily operations, providing guidance and support to help desk staff, and ensuring high levels of customer satisfaction. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.+ Team Management and Leadership
- Supervise and coordinate the help desk team, ensuring that all members are adequately trained and capable of resolving user issues. - Conduct regular performance reviews, provide feedback, and identify training needs. - Foster a positive and productive work environment.+ Operational Oversight
- Monitor and manage help desk operations, including the tracking and resolution of user requests and incidents. - Ensure that service level agreements (SLAs) are met and that tickets are resolved in a timely manner. - Develop and implement policies and procedures to improve help desk operations.+ Technical Support
- Provide hands-on technical support and troubleshoot complex issues as needed. - Assist help desk staff with difficult or escalated issues. - Maintain up-to-date knowledge of IT systems, software, and hardware.+ Network Proficiency
- Ensure that help desk staff are proficient in network troubleshooting and problem resolution. - Assist in resolving network-related issues and provide guidance on network-related queries. - Maintain an understanding of network configurations, protocols, and security measures.+ Customer Service
- Ensure a high level of customer service and satisfaction for internal users. - Act as the main point of contact for escalated internal user issues. - Develop strategies to improve user support and service delivery.+ Reporting and Documentation
- Generate and analyze reports on help desk performance and ticket resolution. - Maintain accurate records of help desk activities and user interactions. - Create and update documentation for troubleshooting and support procedures.+ Continuous Improvement
- Identify areas for improvement in help desk operations and implement solutions. - Stay informed about industry best practices and emerging technologies. - Promote a culture of continuous improvement within the team. Competencies+ Strong leadership and team management abilities.
+ Excellent problem-solving and troubleshooting skills.
+ Superior communication and customer service skills.
+ Familiarity with ITIL or other IT service management frameworks.
+ Proficiency with help desk software and tools.
+ Strong understanding and experience with network configurations, protocols, and security.
+ Detail-oriented with strong organizational skills.
+ Proactive approach to identifying and solving problems.
+ Ability to work under pressure and handle multiple tasks simultaneously.
+ Strong interpersonal skills and ability to motivate a team.
Required Education and Experience+ Bachelor’s degree in information technology, Computer Science, or a related field preferred.
+ At least 3-5 years of experience
Supervisory Responsibility This position has supervisory responsibility. Work Environment This job is fully onsite. May require availability of on-call support outside regular business hours. 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. This is largely a sedentary role, and the employee must be comfortable with sitting in front of a computer for an extended period. Position Type/Expected Hours of Work The days of work are Monday through Friday with work hours from 10:00 AM to 7:00 PM. Travel Travel may be expected for this position. Additional Eligibility Qualifications None Work Authorization Must have legal authorization to work in the United States. What We Offer+ Annual Performance Review-Up to 3% at 90-day Review. Up to 8% at yearly review
+ Annual Perfect Attendance gift card Ceremony
+ Casual Work Environment
+ Employee Assistance Program
+ Employee Birthday Celebration with Gift Card Distribution
+ Employee of the Month Celebration
+ Generous Paid Time off Program
+ Insurance Coverage which includes; Medical, Dental, Vision and Life Insurance
+ Monthly Company Activities and Celebrations
+ Monthly Manager Lunches
+ Paid Holidays
+ Potential for Advancement
+ Spotlight Employee Recognition
+ 401(k) with Employer Match
Midwest Goods Inc. was founded in 2014 and is a wholesale distributor of vape and electronic cigarette products. We rely on meeting our ethical principles and maintaining our business integrity, as well as our approach to our business which we call Service Spirit, Team Spirit, and Spirit of Progress. In the spirit of service, we expect all of our employees to demonstrate professionalism, enthusiasm, integrity, and a welcoming attitude to our customers, vendors, and each other. Every day our employees combine their individual skills and contributions to achieve collective success. Our team spirit is based on a sense of shared purpose, communication, and mutual respect. Our business is to serve others and to continuously improve the services and products we provide. In the spirit of progress, we support and encourage all of our employees to shape their own future and to grow with the Company. We also encourage each employee to take the initiative and look for new, different, and innovative ways to better serve our customers and vendors. Midwest Distribution is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regards to race; color; religion; genetic information; national origin; sex; pregnancy, childbirth, or related medical conditions; age; disability; citizenship status; uniform service member status; or any other protected class under Federal, State, or local law. Midwest Distribution is committed to creating a workplace that inspires and enables our employees to be the best they can be so that we can grow as a company, team, and family. We believe diversity, equality, and inclusion is vital to driving our culture, sparking innovation, and achieving long-term success. For all of life’s occasions and everyday moments, visit Midwest Events (https://www.midwestgoods.com/midwest-events)