Information Technology (I.T.) Support Supervisor

PAR Western Line Contractors, LLC (dba QUES), a subsidiary of Quanta Services, Inc. (NYSE: PWR), is composed of some of the most highly qualified professionals experienced in all aspects of engineering, designing, asset management, and construction management for the electric utility and other industries. We are a highly mobile and flexible team with the ability to service every area and region within our customers’ area of operation. With over 700 employees and growing, we have thousands of years of combined electrical utility experience to draw from when committing to provide our clients with a wide range of utility services.

The IT Support Supervisor will ensure the Support Engineering (SE) team is delivering the highest level of customer service to our end users. The IT Support Supervisor is responsible for all Support Engineers, and the day-to-day operations of the Support Engineering team, its projects, and the service provided to end users.

• Responsible for leading the Support Engineering (SE) team, and overseeing the day-to-day operations
• Manage workload and tickets of Support Engineers
• Support the SE team in the execution of tasks
• Triage issues with the Support Engineering team that cannot be immediately resolved
• Define, develop, and standardize best practices for the SE team
• Provide reports and metrics to the Director of IT on the performance of the SE team
• Develop projects for the constant improvement of the SE team
• Deliver yearly goals and schedule to the Director or IT
• Assist the Director of IT in recording and documenting costs
• Help drive testing of in-house applications and its deployment to field operations
• Act as the liaison between customers and the SE team during triage
• Develop SLA's in conjunction with the Director of IT
• Implementation of key systems and software
• Hold the SE team accountable for timely execution of SLAs
• Initiate, plan, and schedule meetings to meet project goals
• Ensure infrastructure networking and computing systems remain available during production hours
• Interact with management and staff to provide analytical and technical assistance for continuous improvement of IT solutions
• Manage local office technical projects including sourcing materials and vendors
• Provide software testing and management of related solutions
• Maintain or create policies, procedures, and processes
• Identify root-causes of operational issues and process inefficiencies
• Notify IT Project Managers if any issue is identified with in-house applications
• Work in a support position, limited to 50% (max), with Management prioritized
• All other duties as assigned

• Office 365 and Exchange Online experience
• Data center infrastructure and facilities experience is a plus
• Experience with Intune, inventory management, and ITSM (Manage Engine Service Desk a plus)
• Ability to explain complex IT concepts in simple terms
• Ability to manage high priority projects
• Proven ability to work successfully with limited supervision
• Impeccable end user communication, with the ability to maintain friendliness and candor through emails and calls
• Excellent written and verbal skills
• Ability to delegate tasks
• Strong understanding of basic IT security principles
• Discipline to ethically handle private data, including financial and/or healthcare data for certain companies
• Ability to communicate effectively and work in a team setting
• Proficient troubleshooting skills (Outlook, Office, Windows, iOS)
• Mac troubleshooting a plus
• Basic proficiency with SQL

EDUCATION AND EXPERIENCE:

Required Education and Experience

• High School Diploma or Equivalent

Preferred Education and Experience

• Bachelor’s Degree in Computer Science or Equivalent
• 5+ Years IT Support Engineer or Related Field Experience

LICENSES / CERTIFICATIONS:

Required Licenses/Certifications

• None

Preferred Licenses/Certifications

• Azure
• CompTIA A+
• CompTIA Network+
• Cisco/CCNA
• Linux
• Microsoft hardware (installation)
• CAPM

SUPERVISORY RESPONSIBILITIES:

• Yes, up to 10

TRAVEL REQUIREMENTS:

Travels: Yes

Percent of time: <25%

Overnight required: Yes  

Pay- $   80,000    - $   96,000    /Annually *Depending on Experience  

Benefits include-- Medical, Dental, Vision, 401K

Our projects are regulated by federal and state laws which require all employees to successfully pass criminal background checks, MVR, and drug tests (post-employment and random testing).  The duties and responsibilities described are not a comprehensive list and additional tasks may be assigned to the employee from time to time. This job description is subject to change at any time.

Our Company is an equal employment opportunity and affirmative action employer. Women, minorities, people with disabilities, and veterans are strongly encouraged to apply. 

EO/AA/Disability/Veteran Employer

All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin or ancestry, sex (including gender, pregnancy, sexual orientation, and/or gender identity), age, disability, genetic information, veteran status, and/or any other basis protected by applicable federal, state or local law.

We are an Equal Opportunity Employer, including disability and protected veteran status.

We prohibit all types of discrimination and are committed to providing access and equal opportunity for individuals with disabilities. For additional information or if reasonable accommodation is needed to participate in the job application, interview, or hiring processes or to perform the essential functions of a position, please contact us the Company’s Human Resources department.