*Internal Applicants Only* Help Desk Supervisor- IT Dept

*Internal Applicants Only*

Help Desk Supervisor

Full Time / Salary-Exempt

Location: Corporate Headquarters Glen Burnie, MD

Reports To: Director of IT

Ready to take the next step in your career? Apply now and become a part of the R.E. Michel Company family! If you have any questions, contact Meghan Allen in Human Resources at 1-888-240-3636.

Who We Are: R.E. Michel Company has been a pioneer in the HVACR and LP equipment distribution industry since 1935. As a family-owned and operated business, we pride ourselves on our commitment to excellence and customer satisfaction. With over 300 locations nationwide, our team members play a vital role in our continued success. This position as a Help Desk Supervisor is a career opportunity in our busy IT Department located at Corporate Headquarters in Glen Burnie, MD.

What You'll Do:

• Responds timely to requests for technical support from end users.
• Provides feedback to supervisor and pertinent department heads regarding effective resolution of problems.
• Ensures customer satisfaction and adherence to Company policies.
• Maintains proper working order of branch data line connections per established department procedures.
• Works with and provides guidance to Help Desk Tier 1 and Tier II Support Administrators.
• Balances duties of Help Desk staff based on individual strengths to ensure timely and accurate response to end-users.
• Ensures Help Desk Team daily tasks are completed timely and accurately.
• Participates in the performance evaluation/hiring/termination process of the Help Desk staff with the Director of IT.
• Provides guidance and training to non-technical reps.
• Provides telecom-networking service as required.
• Other duties as assigned.

• Knowledge of IBM AS400, PC applications.
• Ability to interact at all levels. Professional communication skills in person, over the telephone and via email.
• High School diploma with 3 to 5 years of experience in the field or in a related area.
• High level of interpersonal skills, and communication skills.
• Familiar with a variety of the field's concepts, practices, and procedures.

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Prescription Plans
• Wellness Discounts through Blue365
• Access to 24-Hour Nurse Advice Hotline
• Employee Assistance Program
• 401(k)
• Life and AD&D Insurance
• Supplemental Life and AD&D Insurance for Employees, Spouses/Domestic Partners and Dependents
• Short- and Long-term disability
• Critical Illness/Accident Insurance/Hospital Indemnity Insurance
• Employee Discount
• Employee Uniform Program
• Access to Working Advantage- Discounts on Entertainment, Shopping and MORE!
• Access to LifeMart- Discounts on Hotels, Apple Products and MORE!
• Career Advancement Opportunities & On-site training courses
• Weekly Pay- Every Friday