| Location | McKinney, Texas |
Whether you’re a recent grad or a seasoned professional, you can experience meaningful career growth at Rosendin. Enjoy a true sense of ownership as you work with a proven industry leader on some of the most exciting and high-profile projects in the nation. We offer a wide range of job opportunities, competitive compensation, full benefits, an Employee Stock Ownership Plan and more.
If you’re looking to take your career to the next level and work with some of the best and brightest in the industry, we want to hear from you. Since our founding over 100+ years ago, Rosendin has been driven to positively impact the communities where we live and work. We are an organization built on integrity and we have a culture that empowers people, embraces diversity, and inspires everyone to do their best. As one of the largest EMPLOYEE-OWNED electrical contractors in the United States, you will have the unique benefit of being a shareholder at a company that is experiencing tremendous growth and success. When our people succeed and fuel our success, we reward them. We'd love to have you as a shareholder!
The IT Helpdesk Manager is responsible for supervising the Helpdesk and managing the technical support staff. The IT Helpdesk Manager is responsible for ensuring an outstanding level of customer service by providing direct IT services and support to all Rosendin employees.
SupervisetheHelpdesksupportstaffbydefiningandestablishingschedules,settingpriorities, providing support/direction, and dealing with administrative issues as needed
Managepoliciesandproceduresforhelpdesk
Managehelptickets,i.e.,ticketassignment,prioritization,escalation,andresolution
Gatherandanalyzemetricstobenchmarkthehelpdeskworkload/performanceandidentifytrends in call center issues
Promote excellent customer service, effective response times and provide expert insights into generalsupportissues.Enforcequalityofserviceguidelinesfordealingwithcustomers,completing services, and overall customer satisfaction
Trainhelpdeskstaffonoperationalproceduresandtroubleshootingtechniques.Providetrainingon new hardware and or software applications as requested
Establishandmaintainanenvironmentconducivetoteambuildingandcross-departmental communication
ManageITinventory
Ensurethatstaffprovidestimelyandconsideratecustomerservicetoendusersbyfieldinghelpdesk calls and resolving technical issues
Analyzeandidentifytrendsinissuesreportedanddevisepreventative solutions
Dorootcauseanalysisonmajor issues
Otherdutiesanddefinedbythe manager
Thedutiesandresponsibilitiesareintendedtodescribethegeneralnatureandscopeofwork being performed by this position.This is not acomplete listing and other duties will beassigned basedon the position’s role within the business unit
Advanced knowledge of Microsoft Active Directory and Windows 7 & 10
Advanced knowledge of Microsoft Office 2010 and newer
Network troubleshooting and working with VPN client software
Analytical and problem-solving/troubleshooting skills required
High level of performance in a dynamic and fast-paced team environment
Willing to take a hands-on approach to ensuring optimal customer service
Establish and maintain an effective follow-up system to ensure timely and accurate handling of information requests
Demonstrated ability to use discretion and sensitivity when handling confidential information
Demonstrated success taking direction and working independently
Builds and maintains solid work relationships with all levels of staff and senior management
Proficient in using a computer and Microsoft Office (Outlook,Word,Excel,etc.); Oracle preferred
Prioritize and manage multiple tasks, changing priorities as necessary
Work under pressure and adapt to changing requirements with a positive attitude
Oral and written communication skills as required for the position
Self-motivated, proactive and an effective team player
Interact effectively and professionally with all levels of employees, both management and staff alike, vendors, clients, and others
Bachelor's degree in Information Technology, Computer/Information Science, or related discipline
Minimum 2years’ management experience
Minimum 7+years ’IT experience
Can be a combination of education, training, and relevant experience
Up to 20%
General work environment – sitting for long periods, standing, walking, typing, carrying, pushing, bending. Work is conducted primarily indoors with varying environmental conditions such as fluorescent lighting and air conditioning
Noise level is usually low to medium; it can be loud on the jobsite.
We fully comply with the ADA and applicable state law, including considering reasonable accommodation measures that may enable qualified disabled applicants and employees to perform essential functions.
Occasional lifting of up to 30 lbs.
Rosendin is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, pregnancy, age (over 40), or any other categories protected by applicable federal, state, or local law.
ESOP – Employee Stock Ownership
401 K
Annual bonus program based upon performance, profitability, and achievement
17 PTO days per year plus 10 paid holidays
Medical, Dental, Vision Insurance
Term Life, AD&D Insurance, and Voluntary Life Insurance
Disability Income Protection Insurance
Pre-tax Flexible Spending Plans (Health and Dependent Care)
Charitable Giving Match with our Rosendin Foundation
Our success is rooted in our people. We all come together around long-term vision and a sense of shared ownership. As a group, we do whatever it takes to ensure the success of our business…and your career.
Rosendin is committed to creating a diverse environment and is proud to be an Equal Opportunity Employer. Employment decisions are considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, pregnancy, age (over 40), or any other categories protected by applicable federal, state, or local law.