IT Technical Support Supervisor

Founded and family-owned since 1896, Rhoads Industries is a total solution provider of industrial fabrication, mechanical/maintenance and maritime services. In addition to our field service and project skilled labor, Rhoads has expansive shipyard facilities and over 300,000 square feet of heavy manufacturing space located in The Navy Yard in Philadelphia. Rhoads capabilities enable our customers to achieve superior results by deploying our diverse, highly skilled workforce and fabrication capabilities across commercial, government and maritime projects, all backed by state-of-the-art resources and a 100+ year legacy of leadership.

As a member of the Rhoads team, youll join a quickly growing team of energetic, skilled tradespeople and professionals who are committed to delivering exceptional products and services to our customers across every market we serve. We are building on our success across more than a century by continuing to grow an innovative company dedicated to building exciting careers. Come join our journey, and experience what it means to be Done Right with Rhoads.

We are currently looking for an IT Technical Support Supervisor to join our dynamic, fast-paced, and growing team. The IT Technical Support Supervisor a leadership position responsible for overseeing and delivering efficient and effective technical support to end-users within the organization. This role involves troubleshooting and resolving hardware and software issues, maintaining IT infrastructure, and assisting in the implementation of IT projects.

This position is essential to establishing and improving the company end-user support processes, overseeing 2-3 other support technicians, establishing best practices for IT ticket response and resolution, and participating as a leader in the larger IT organization.

The ideal candidate will have a strong technical background, excellent problem-solving skills, and the ability to work independently and as part of a team. Supports IT department staff to provide helpdesk support to employees, respond to queries, and diagnose and resolve end-user incidents. Serves as the leader of a team of support technicians for end users seeking technical assistance in person or via email and phone, and fills as the network support technician in the helpdesk role. Configures and deploys end-user computers, peripherals, and handheld devices.

What You Will Be Doing

Primary:

• Lead the helpdesk by implementing ITIL and other support best practices and mentoring / growing the skillsets of the Helpdesk resources
• Lead the provision of level I thru III support for IT-related issues, including hardware, software, network, and peripheral devices.
• Implement, document and track support requests using the IT ticketing system, ensuring timely resolution and communication with end-users.
• Participate in IT projects, including hardware and software upgrades, migrations, and new technology implementations.
• Maintain knowledge of current IT trends, technologies, and best practices. Respond to end-user helpdesk queries, and must be available outside of normal working hours when scheduled, with the possibility including weekends
• Ensure full accounting for, and management of IT assets in the company and build a plan for scalable asset support going into the future.
• Oversee the aspects of Onboarding new employees including:
• Active Directory / Azure Active Directory accounts and groups
• Microsoft Exchange email inboxes
• Duo two-factor authentication profiles
• Adobe accounts
• PreVeil encrypted email and storage accounts
• Oversees two-factor authentication (2FA) enrollment and mobile device management (MDM) enrollment
• Manages user permissions in local and cloud environments
• Coordinates new-employee technology onboarding training
• Secures devices for sensitive data use according to standards, requirements, and regulations

Secondary:

• Prepares, deploys, and inventories laptop and desktop workstations, mobile phones, and kiosk tablets
• Provide training and support to end-users on various software applications and IT tools.
• Assist with the deployment and maintenance of IT infrastructure, including servers, networks, and storage systems.
• Assist in the development and implementation of IT policies and procedures.
• Assists with general management of network infrastructure hardware
• Configures and organizes Active Directory Organizational Units (OUs) and Group Policy Objects (GPOs)
• Administrates Microsoft SharePoint Online site
• Contributes to development of cloud applications and systems
• Writes documentation for systems and processes and publishes user guides

Your Background

• Bachelors degree in information technology, Computer Science, or a related field (or equivalent experience and certification).

• ITIL Certification, Microsoft certification (any). Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus.

• Required:

• Minimum 5 years of experience leading a team of support technicians

• Familiar with DOD, DFARS, and other defense related IT requirements

• US Citizenship

• Excellent communication and interpersonal skills.

• Strong problem-solving abilities and attention to detail.

• Ability to work independently and manage and delegate multiple priorities in a fast-paced environment.

• Competence in troubleshooting, diagnosing, and resolving basic technical issues and mentoring others in doing the same

• Understanding of Windows computer systems

• Experience as a helpdesk technician or other customer support role

• Experience with Microsoft 365 office applications and services

• Working knowledge of Active Directory and Group Policy

• Basic technical understand and experience with networking technologies

• Awareness of basic cyber security principles, i.e., password safety and two-factor authentication.

• Experience imaging and deploying laptops in a network environment

• Ability to pass background screening

• OSHA /10 safety training required provided by Rhoads, having an up-to-date OSHA/10 or greater is a plus.

• Preferred:

• Working knowledge of Microsoft SharePoint Online, Microsoft Teams, and Microsoft OneDrive

• Minimum of 10 years of experience in Information Technology, Computer Science, or another relevant field.

• Understanding of iOS mobile devices

• Experience with various wireless computer networking technologies

• Understanding of basic programming fundamentals

• Beyond-baseline cyber security understanding

• Familiarity with MDM technologies

The Work Environment at Rhoads

• The performance of this position involves exposure to construction or industrial areas where the use of personal protective equipment such as safety glasses, hard hats and hearing protection is required.

What Rhoads Can Offer You

At Rhoads Industries, our team is the foundation of our success. Along with a competitive salary, we offer a variety of additional benefits designed to support your well-being and promote a healthy work-life balance for you and your family.

Benefits include:

• Competitive health insurance packages
• 401k matching
• PTO

Our Location

We are based out of The Navy Yard in Philadelphia, a reimagined industrial locale with more than 150 companies, 15,000+ people, 20 acres of parks, dining options, public art, and events throughout the year. Recognized as a leading model for repurposing military and industrial assets for a diversified modern economy, The Navy Yard has been dubbed the coolest shipyard in America.

For more information about Rhoads Industries and our opportunities please visit RhoadsInc.com and follow us on LinkedIn.

Rhoads Industries, Inc. is an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, and disability.