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Help Desk Supervisor

Location: Pittston, PA
Business Unit: Information Technology

Benco Dental, the Nation's largest privately-owned dental distributor, is searching for a Help Desk Supervisor to join its team in our Pittston, PA Home Office!

This is not a remote position. 

Why Join our Team?

  • We drive dentistry forward by leveraging innovative solutions and our caring family culture.
  • Family-owned for 80+ years
  • #19 Best Companies to Work for in Health Care
  • Annual Profit Sharing
  • Medical, Dental, Vision effective Day 1

Job Summary: The Supervisor, IT Helpdesk coordinates the efforts of an international team of Helpdesk agents with mixed technical competencies, including phone skills, hardware and software troubleshooting, both remote and hands-on, and knowledge base creation.

The Supervisor is responsible for the direct oversight of the Helpdesk and the tactical decision making required to effectively and expediently prioritize and resolve associate and customer issues while adhering to published resolution time targets.

Qualifications:

               Education: Associates Degree in an IT-related discipline. ITIL Certification highly desirable.

               Experience: Five years of increasing responsibility in an IT Helpdesk or Infrastructure role

               An equivalent combination of Education and Experience may be considered.

Skills needed:

  • Technical
    • (Required) A thorough understanding of Helpdesk metrics, processes, and procedures. ITIL knowledge and experience is a strong benefit.
    • (Required) Hands-on experience with a Service Desk system, Atlassian Service Desk is preferred. Administrative experience is a benefit.
    • (Required) Hands-on experience with a ticketing system, Atlassian JIRA is preferred. Administrative experience is a benefit.
    • (Required) Full technical competency with the entire Office365 suite of products, including Outlook mail, Word, Excel, PowerPoint, Teams, and OneDrive. Administrative experience is preferred
    • (Required) Hands-on administrative experience with Windows Desktop Operating Systems, through Windows 10
    • (Required) A thorough understanding of common network protocols, topologies, and services, and how they interact with each other.
    • (Preferred) Scripting skills in PowerShell
  • Soft Skills
    • (Required) A motivated, self-directed team player who can work under pressure and is passionate about Information Technology. A healthy dose of curiosity about why things work and the burning desire to fix problems at their source is a huge benefit.
    • (Required) Strong written and spoken English skills. This position will require that you communicate with co-workers at all levels of the organization.
    • (Required) The ability to “Assume Positive Intent” in all situations and interactions.

Duties and Responsibilities:

  • Monitor and Manage Benco’s IT Helpdesk
    • Supervise the efforts of an international team of Helpdesk Agents to ensure productivity metrics are met and exceeded, to be primarily accomplished through regular feedback loops with your direct reports
    • Measure what matters; publish standards, targets, and KPIs, ensure they are met, and develop and implement strategies to ensure they are continually improving
    • Make tactical decisions around incident response and project management that put the right person in the right place at the right time
    • Grow and develop the Helpdesk team members to assist them with their future goals.     
  • Prepare, document, and update standard operating procedures and policies.
    • Knowledge-Base and Troubleshooting Articles
    • Self-Help Articles
  • Perform some after-hours support as required
    • One Saturday per month is used for patching and disruptive maintenance.
    • After-hours availability for critical system issues.
  • Occasional domestic and travel may be required

All job duties and responsibilities are essential functions of the position.

Who We Are: It’s our mission to deliver success smile after smile.

Benco Dental is the largest privately owned, full-service dental distributor in the United States and has remained in the family since 1930 - a family that now includes our more than 30,000 customers and over 1,400 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking "What does the customer want?"

If you enjoy working for a progressive company that is growth minded and values customers & associates we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success.

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