Supervisor, Information Technology (DR)

POSITION SUMMARY:

The Supervisor, Information Technology (IT) is a dedicated security position and is responsible for leading a team of IT professionals overseeing the day to day technology needs for the Santo Domingo office including desktop support, network support, system administration and ensuring smooth operations of the IT systems for the location.

ESSENTIAL FUNCTIONS:

• Provides advance troubleshooting and support for hardware and software issues on desktops, laptops and peripheral devices.
• Responds to user helpdesk requests and answers telephone inquiries.
• Prioritizes and resolves technical issues to ensure timely completion of work orders.
• Manages PC installations, imaging, upgrades, and patches.
• Oversees network infrastructure including routers, switches, firewalls and virtual local area networks (vlans) including all cable, network hardware/software, etc.
• Leads, mentors and develops a team of IT professionals, managing schedules, tasks and performance evaluations.
• Manages and maintains servers ensuring their continuous availability, reliability and security by verifying the systems are online, checking the console for any issues and global security patches/updates are implemented properly.
• Plans, executes and oversees IT projects ensuring they are completed on time and within budget.
• Provides training and resources to Associates on IT systems and best practices.
• Maintains accurate and up to date documentation on IT procedures, configurations and user guides.
• Ability to maintain consistent and regular attendance in accordance with an established schedule.
• Ability to work onsite/in-office in accordance with CCS and department policies and procedures.

QUALIFICATIONS:

• 5+ years of experience in an IT support role with 2+ years in a supervisory or managerial role overseeing a staff is required.
• Must have business proficiency (written and verbal) in English and Spanish.
• CompTIA A+, Network+ or Cicso CCNA preferred.
• Must have strong knowledge of desktop operating systems, network protocols and IT infrastructure.
• Technical expertise in the following areas is preferred:
  • PC hardware/software troubleshooting and repair;
  • Windows 10/11 support;
  • VPN Installs;
  • TCP/IP Network Configurations and remote communication;
  • Laptop Support; website troubleshooting, and Microsoft Office installs.
• Experience with remote support tools and techniques.
• Excellent problem-solving and troubleshooting skills with the ability to work under pressure.
• Strong leadership and team management ability.
• Must possess exceptional communication (verbal & written), interpersonal skills and organization.

EDUCATION REQUIREMENTS:

• Bachelors degree in Information Technology, Computer Science or related field is required.