IT Supervisor at Epiq Global Business Transformation Solutions, LLC in Seattle, Washington

Job Description:

It's fun to work at a company where people truly believe in what they are doing!

Job Description:

Job Description

EPIQ is seeking a qualified candidate for the position of Technical Assistance Center (AC) Supervisor. The TAC Supervisor will provide on-site technical support services within our client location as well as project management, training and oversight to the TAC Specialists. 

Services of the TAC team include; but are not exclusive to: audio visual support, hardware support and asset management, support for desktop applications and mobile devices.    They will work with other technical staff to install and image new PC’s, notebooks, and other PC hardware.

They should have a good understanding of mobile devices from both a troubleshooting, management and connectivity perspective. The ideal candidate must be able to follow instructions, be reliable, dependable, professional, and detail oriented. Successful candidates for the TAC Supervisor role will have excellent customer service skills, the ability to prioritize and delegate assignments and demonstrate a "can do" attitude and philosophy to the team. This position requires a team player mentality, ability to deliver on service commitments timely, and communication skills both with our internal team and our client staff!

Responsibilities and Essential Functions:

• Ability to operate a computer in basic terms as well as coaching and trouble-shooting for others


• Provide support for technical requests and flex services with a "can do" attitude and philosophy


• Promote a positive team-player mentality to others


• Prioritize and assign incoming support requests from end users via telephone, email and service desk system queue in a courteous and timely manner


• Engage Tier 2 support through the client’s IT team when necessary
  
  
  • Ability to convey and document instructions from Tier 2 support
  
  
  • Maintain security and confidentiality standards when accessing devices under the direction of the credentialed user and Tier 2 IT support
  
  
  
  


• Accurately communicate with client staff and EPIQ team members regarding commitments, deadlines, challenges, requests, etc.


• Oversight of conference room support for technology, including video conferences


• Manage schedule for hardware inventory, monitor and distribute


• Assist in troubleshooting problems with computers, printers, phones and other peripherals, including, but not limited to:
  
  
  • The ability to plug in cables per a documented standard for desk equipment (docks and monitors primarily)
  
  
  • The ability to follow a step-by-step guide for imaging
  
  
  • The ability to handle asset management operations in a storage room
  
  
  • The ability to operate a computer in basic terms both for their own job functions and, possibly if we decide to extend it, to be able to call our helpdesk and be walked through IT-led troubleshooting in the same way an end-user would.
  
  
  
  


• Ensures compliance with business protocol, regulatory and best records and asset management practice requirements


• Maintain ongoing communications with all departments managed by Epiq, providing support as needed and requested by site leadership


• Collects information necessary to compile monthly management reports


• Deliver on service commitments in a timely and accurate manner


• Invest proper effort and QC approach to deliver highest quality work and service


• Comply with EPIQ's standards of operations as set forth in the contract agreement, the site operations manual, and the employee handbook

Required Characteristics and Credentials:

• Be personable, articulate, knowledgeable and professional in presenting oneself in a professional setting


• Ability to learn skills quickly


• Flexibility in dealing with simultaneous projects


• Attention to detail


• Ability to function with a high level of patience, tact and diplomacy in handling any “complaint” situations


• High School Diploma or equivalent (4 years of college preferred)


• Minimum of 1 year professional level work experience


• 1 year of supervisory experience and/or management experience


• Previous experience in a client service oriented field preferred


• Proven experience as an IT assistant or similar role


• Solid understanding of IT systems and applications


• Knowledge of best practices in regards to IT security


• Ability to lift or move 40 lbs. or greater


• Fine and/or gross motor skills, including the ability to grasp, lift and/or carry or otherwise move packages on a standard wheeled cart with a load capacity of 100 lbs.


• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time


• Manual dexterity required for operating office machinery (phone, copy machines, binding equipment, etc.)


• Working knowledge of Microsoft products pertaining to the specific position including but not limited to Outlook, Word, and Excel etc.


• Excellent organizational skills


• This position is not eligible for remote work


• Some travel may be required


• Strong initiative required; ability to work independently with minimal direct supervision #LI-KP1

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

It is Epiq’s policy to comply with all applicable equal employment opportunity laws by making all employment decisions without unlawful regard or consideration of any individual’s race, religion, ethnicity, color, sex, sexual orientation, gender identity or expressions, transgender status, sexual and other reproductive health decisions, marital status, age, national origin, genetic information, ancestry, citizenship, physical or mental disability, veteran or family status or any other basis protected by applicable national, federal, state, provincial or local law. Epiq’s policy prohibits unlawful discrimination based on any of these impermissible bases, as well as any bases or grounds protected by applicable law in each jurisdiction. In addition Epiq will take affirmative action for minorities, women, covered veterans and individuals with disabilities. If you need assistance or an accommodation during the application process because of a disability, it is available upon request. Epiq is pleased to provide such assistance and no applicant will be penalized as a result of such a request.  Pursuant to relevant law, where applicable, Epiq will consider for employment qualified applicants with arrest and conviction records.