The Helpdesk supervisor is a hands-on, user-focused IT support role within ASI’s Information Technology Department. Reporting directly to the VP of IT, this position is responsible for delivering comprehensive, high-quality front-office IT support across all ASI sites. The supervisor also contributes to critical IT acquisition, training, and administrative processes that ensure smooth and secure business operations. While the primary focus is end-user support (front office), the role also supports limited back-office tasks in coordination with system administrators.  

• Provide full-spectrum Tier 1, 2, and 3 IT support for employees across all ASI facilities and remote environments.
• Serve as the first line of response for user-reported technical issues and escalate as necessary based on complexity. 
• Manage and track IT support requests for resolution using internal processes and protocols. 
• Install, configure, and maintain desktop and laptop systems, mobile devices, printers, and peripheral equipment. 
• Support and troubleshoot all Microsoft 365 applications—both SaaS and locally installed. 
• Coordinate and execute employee onboarding/offboarding activities including email, device allocation, MFA setup, and access provisioning. 
• Collaborate with back-office staff (e.g., System Administrator) to assist with system-level support activities that impact user productivity. 
• Maintain and update hardware asset inventory, tagging, check-in/check-out logs, and device lifecycle records. 
• Provide front-line monitoring of endpoint health status, including patch compliance, antivirus alerts, and encryption validation. 
• Create and maintain internal documentation such as quick-reference guides, support workflows, and IT onboarding materials. 
• Promote and reinforce ASI’s internal IT policies during user interactions, including email safety, acceptable use, and Shadow IT awareness. 
• Proactively follow up on open issues, coordinate resolutions with team members, and ensure end-user satisfaction.
• Support IT training and awareness campaigns in collaboration with the VP of IT. 
• Assist the VP of IT in the acquisition lifecycle of IT assets, including researching equipment/software/services, obtaining quotes, coordinating purchases, and receiving goods. 

Qualifications

• Associate degree or equivalent experience in Information Technology or related discipline. 
• Minimum 2 years of experience in a hands-on IT support/helpdesk role. 
• Proficiency in Microsoft 365 tools and Windows-based environments. 
• Excellent communication, time management, and customer service skills. 
• Ability to troubleshoot independently and document resolutions clearly.