IT Helpdesk Supervisor I

GTI Energy is looking for an experienced IT HelpDesk Supervisor who brings both technical expertise and a strong customer service focus with an emphasis on security. In this role you will lead and manage a team of Help Desk Technicians assisting users with hardware and software issues diagnosing problems troubleshooting and providing solutions. Key responsibilities include creating and updating training materials offering user training installing equipment and researching alternative solutions when necessary. The role will involve overseeing a team of direct reports with the IT HelpDesk Supervisor reporting directly to the Hardware and Infrastructure Supervisor. At GTI Energy we value flexibility adaptability and the ability to multitask and manage workloads across various technologies. As a member of the IT Hardware and Infrastructure team you will play an essential role in incident support and be an active participant in resolving both simple and complex issues. Your contributions will be vital in maintaining and continuously improving the efficiency of our IT infrastructure.

GTI Energy offers the opportunity to work in a professional R&D environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

We are proud of what we do because our work matters. GTI Energy is working toward solving global energy challenges in transitioning to a lowcarbon economy. We have a proven track record in producing innovative ideas and commercializing solutions to deliver clean and reliable energy. At GTI Energy we deliver innovative technology solutions for safe efficient and responsible energy.

So what does that mean for you You will work in a positive and respectful work culture that fosters growth collaboration and opportunity. You will be supported by a driven organization while enjoying purposeful work that drives improvement of delivering clean energy to the world.

The position will be based at the GTI Energy Headquarters in Des Plaines. The role will require onsite presence 4 to 5 days a week.

• Lead and oversee Help Desk ticket triage ensuring efficient delegation and resolution of support requests.
• Develop and refine workflows processes goals and policies to enhance customer service and technical support quality.
• Serve as the primary Help Desk representative and key escalation point for complex technical issues.
• Actively participate in ITdriven and crossfunctional business projects.
• Uphold GTI Energys core values while delivering proactive and competent IT support.
• Configure maintain and manage PCs to ensure optimal performance.
• Install and configure software and hardware to meet operational needs.
• Monitor system performance maintain system availability and ensure reliability.
• Develop and continuously update training materials for Help Desk staff fostering knowledge transfer and technical skill enhancement.
• Assign training sessions to improve troubleshooting capabilities and service quality.
• Perform other duties as assigned.

• Proven experience leading a technical team of Help Desk support personnel.
• Exceptional customer service skills with a strong focus on enduser satisfaction.
• Expertise in Azure Active Directory Security Groups Intune DHCP DNS Microsoft/Office 365 and/or Azure.
• Handson experience with networking hardware including switches routers and firewalls.
• Strong knowledge of network infrastructure (LAN WAN wiring) and patch management.
• Understanding of storage technologies and best practices.
• Proficiency in network troubleshooting methodologies and issue resolution.
• Strong analytical organizational and planning skills with keen attention to detail.
• Selfmotivated problemsolver with the ability to think critically and independently.
• Quick learner with demonstrated ability to adapt to new systems and technologies.
• Strong troubleshooting skills for diagnosing and resolving computer hardware/software issues.
• Ability to build and maintain effective working relationships with employees vendors and contractors.
• Capable of triaging escalating and seeking assistance when necessary.
• Excellent written and verbal communication skills in English.

• Bachelors degree in an information technology related field preferred
• 7 years experience in a Windows Systems Engineer or IT Administrator role
  • Minimum of 3 5 years of experience in a supervisory technology support role
• Experience with FreshDesk or similar ticketing systems (preferred).
• Familiarity with SharePoint Online Administration Azure Cloud Services and database administration (a plus).

The salary range for this position is $90000 $105000 annually. This salary range is GTI Energys good faith estimate and the actual salary may vary based on a number of factors including but not limited to GTI Energys business or organizational needs and an individuals relevant experience education qualifications certifications skills seniority geographic location and/or performance. Compensation details listed in this posting reflect the base hourly rate monthly rate or annual salary only and do not include bonus. The range listed is just one component of GTI Energys total compensation package for employees. Other rewards may include annual bonuses paid time off and regionspecific benefits.

GTI Energy is committed to developing a barrierfree recruitment process and work environment. If you require any accommodation please email us atand well work with you to meet your accessibility needs. You must have legal authorization to work for GTI Energy on your date of hire with no further action required by GTI Energy. We are an Equal Employment Opportunity employer and give consideration to qualified applicants without regard to race color age religion sexual orientation gender identity national origin disability veteran status pregnancy or genetic information.