With over 30 years of specialized expertise in infectious disease, immunology and allergy testing for immunocompromised and critical patients, Viracor Eurofins is committed to helping medical professionals, transplant teams and reference labs get results faster, when it matters most. Viracor is passionate about delivering value to our clients by providing timely, actionable information — never losing sight of the connection between the testing we perform and the patients you serve. 

Help Desk Supervisor

Viracor Eurofins is searching for a Help Desk Supervisor in Lee’s Summit, MO.

This is a Full Time position. Schedule is Monday- Friday 8:00 am - 5:00 pm with overtime as needed. Candidates currently living within a commutable distance of Lee’s Summit, Missouri are encouraged to apply.

Basic Function and Scope of Responsibility: 

The Help Desk Supervisor is primarily responsible for overseeing the day-to-day operations of the Help Desk. Additionally, it is the supervisor's responsibility to ensure the help desk maintains a high-level of responsiveness and availability as the company’s single point of contact for IT support. This includes, but is not limited to, installing, diagnosing, repairing, maintaining and upgrading all end user equipment to ensure optimal performance.

Essential Job Duties:

• Oversee daily operations of help desk associates and provide overall direction and assistance to them
• Serve as primary contact for administration activities and responsibilities for desktop computers, printers, phones, smartphones, software deployment, antivirus management, security and patches as well as additional technologies inclusive of both hardware and software.
• Organizes workload to ensure deadlines are met; schedules work assignments in order of priority and date received
• Review/approve associate time sheets
• Work with manager to ensure appropriate staffing
• Ensure help desk associates have thorough understanding of their duties by serving as mentor and coach
• Monitor department productivity and ensure appropriate quality metrics are met (Service Level Agreements & Operational Level Agreements.)
• Develops best practices, writes SOP’s and trains other staff
• Interview and select candidates for open Help Desk positions when needed
• Manage performance of staff including ongoing feedback, regular 1-on-1 sessions, performance reviews, goal setting and personal development
• Accept, complete and report on projects within the agreed upon timeframe
• Installs, configures, and maintains personal computers and workstations.
• Provides instruction and training to end users in operating systems, software applications, the telephone system, building security and manages card access
• Set up computer, equipment, phone, email, voicemail, and security for new users, also make any changes or deletions for associate moves or terminations
• Install, upgrade and maintain updates to software applications
• Maintain change control log for all end user devices in the environment
• Assist in developing long-term strategies and capacity planning for meeting future desktop hardware needs.
• Conduct research on desktop products in support of PC procurement and development efforts. Evaluate and recommend products for purchase
• Other duties as assigned by management

 Essential Knowledge, Skills and Abilities:

• BA/BS Degree is preferred5+ years of general Desktop Technician /Help Desk experience in an enterprise environment
• 5+ years experience with Windows desktop operating systems
• 5+ years with Linux systems preferred
• 5+ years experience with Microsoft Office, O365 and Azure
• Previous supervisory/leadership experience preferred
• Ability to perform complex tasks and to prioritize multiple projects
• Practical knowledge of PC Operating Systems, printing to local and network printers, Exchange email, PC/Printer Hardware, and remote access.
• Working knowledge of OS image creation and deployment concepts and best practices.
• Working knowledge of laptop/desktop hardware
• Experience with anti-virus and content filtering tools
• Experience with Active Directory, networks and network cabling
• Experience configuring mobile devices such as tablets and phones and WIFI connections
• Strong attention to detail, the ability to multi-task and work in fast paced environment
• Experience working with service desk or help desk ticketing system(s)
• Ability to evaluate new tools and technologies in terms of ease of use, security, and supportability
• Goal oriented, with excellent time management and organizational skills
• Excellent interpersonal skills, with ability to interact effectively and work efficiently with people at all levels in an organization
• Ability to keep sensitive information confidential
• Ability to develop migration plans and upgrade strategies
• Ability to develop and manage to a project plan
• Proactive learning on hardware, operating system and desktop software advances that can be applied to our environment.

Physical Requirements:

• Physical dexterity sufficient to use hands, arms, and shoulders repetitively to operate a keyboard and other office equipment, use a telephone, access file cabinets and other items stored at various levels, including overhead
• Ability to speak and hear well enough to communicate clearly and understandably with sufficient volume to ensure an accurate exchange of information in normal conversational distance, over the telephone, and in a group setting
• Ability to stand for extended periods of time as necessary in the laboratory (4 or more hours)
• Ability to lift and move items weighing up to 15 pounds
• Physical dexterity sufficient to move body frequently around laboratory equipment and instrumentation
• Ability to continuously operate a personal computer for extended periods of time (4 or more hours)
• Mental acuity sufficient to collect and interpret data, evaluate, reason, define problems, establish facts, draw valid conclusions, make valid judgments and decisions

The essential physical and mental requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of the job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work environment may consist of exposure to infectious disease, bio hazardous and hazardous materials, and regulated medical waste. 

Viracor Eurofins is committed to promoting an equal employment opportunity workplace environment and is an equal opportunity employer. It is the policy of the Company that all qualified applicants will receive consideration for employment  without regard to race, color, religion, sex, age, national origin, citizenship, pregnancy, genetic information (GINA), disability, military and/or veteran status, and/or any other status protected by applicable Federal, state, or local law.  The Company’s policy is to recruit, hire, train, promote and administer all employment-related matters on the basis of an individual's qualifications, abilities and efforts without regard to protected status.