First Advantage
Biometrics Technical Support Manager
Experience Product Team - Remote - Full Time
At First Advantage, people are at the heart of everything we do. This mindset spans from our customers and partners, to our greatest strength: our team members. Join us if you want to say “hello” to a rewarding career, and pave the way as an industry leader in mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.
Who We Are
We are on the frontline of the Great Onboarding, empowering organizations to Hire Smarter. Onboard Faster™. First Advantage (Nasdaq: FA) is an HR Tech company that delivers innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with a globally distributed workforce spanning 28 locations with 5,500+ employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.
Who You Are
We are looking for an experienced team member who considers themselves:
The IT Support Manager is responsible for managing a team of IT Support Specialists who manage all IT equipment and end user support for customers who purchase PrintScan software. The IT Support Manager will be responsible for day-to-day management of the team, including but not limited to: workload assignments and monitoring, ticketing queue monitoring, administrative tasks, employee management, employee development, employee issue resolution, employee coaching, and other management-related activities.
The team’s main support functions include the responsibility for installing, configuring, troubleshooting of the software issues on PrintScan owned and customer-owned computers. In addition, this role will be responsible for maintaining an accurate inventory of all site assets, both physical (e.g., PCs, servers, etc.) and logical (e.g., software and licenses).
The role will report to the VP, Operations and will work closely with other members of the technology department to support all end users. The role will also include hands-on support for Level 3 teams. This role will drive documentation of processes and train the junior level team members and drive the activities which involves all team members to accomplish a task. Must be familiar with a ticketing system and MDM (Mobile Device Management). Finally, people management experience is required.
What You May Need to be Successful
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
More About Our Values Code
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!
Who We Are
We are on the frontline of the Great Onboarding, empowering organizations to Hire Smarter. Onboard Faster™. First Advantage (Nasdaq: FA) is an HR Tech company that delivers innovative solutions and insights to enable our clients to manage risk and hire the best talent. Leveraging an advanced global technology platform, First Advantage builds fully scalable, configurable screening programs that meet the unique needs of over 33,000 clients across the world. Headquartered in Atlanta, GA and with a globally distributed workforce spanning 28 locations with 5,500+ employees, First Advantage performs over 93 million screens in over 200 countries and territories annually.
Who You Are
We are looking for an experienced team member who considers themselves:
- Self-motivated – you love to lead others but are also ready to “roll up your sleeves." You can spearhead a project and see it through from start to completion.
- A team player – you navigate cross-functional teams and work well with team members across groups toward a common goal. While you are an independent contributor, you appreciate the value in collaboration.
- An innovator – you see gaps in current processes or workflows as an opportunity to improve and try something new.
- A lifelong learner – you seek opportunities to learn and upskill, you understand the importance of thorough and secure screenings, and are interested in the Human Capital sector and the confluence of people, process, and technology.
The IT Support Manager is responsible for managing a team of IT Support Specialists who manage all IT equipment and end user support for customers who purchase PrintScan software. The IT Support Manager will be responsible for day-to-day management of the team, including but not limited to: workload assignments and monitoring, ticketing queue monitoring, administrative tasks, employee management, employee development, employee issue resolution, employee coaching, and other management-related activities.
The team’s main support functions include the responsibility for installing, configuring, troubleshooting of the software issues on PrintScan owned and customer-owned computers. In addition, this role will be responsible for maintaining an accurate inventory of all site assets, both physical (e.g., PCs, servers, etc.) and logical (e.g., software and licenses).
The role will report to the VP, Operations and will work closely with other members of the technology department to support all end users. The role will also include hands-on support for Level 3 teams. This role will drive documentation of processes and train the junior level team members and drive the activities which involves all team members to accomplish a task. Must be familiar with a ticketing system and MDM (Mobile Device Management). Finally, people management experience is required.
What You May Need to be Successful
- Associate’s Degree or equivalent experience
- 3+ years of managing teams (required)
- 3+ years of experience of working with business stakeholders at different levels
- Previous work experience in a corporate environment in highly desired
- Experience of working in a highly matrixed organization is a plus
- 5-7+ years specializing in desktop support, systems administration, and IT Operations in a Windows environment
- Good knowledge of ITIL processes. ITIL V3 or V4 certification is an added advantage
- Telephony experience (Cisco VoIP preferred)
- Microsoft Office 2010, 2013 & 2016
- Outlook 2010, 2013 & Office 365
- Experience with SCCM
- Experience with solving problems through scripting, especially through the use of PowerShell
- Knowledge of TCP/IP networking, and related network services (i.e. DNS, SMTP, DHCP, etc.)
- Experience supporting Outlook in a Microsoft Exchange environment
- Experience supporting a variety of Wi-Fi enabled devices
- Experience supporting remote users
- Basic knowledge of think Client Systems, Network Printers, Citrix, Terminal Servers
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.
More About Our Values Code
- Honor Honesty, Consistency, Responsibility: Do the right thing
- Cultivate an environment of dignity: Show respect for the individual
- Take an Outside-In approach: Put the client first
- Think out-of-the-box: Innovate and create
- Stay Team-Oriented: Collaborate and appreciate each other
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!
United States Equal Opportunity Employment:
First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.
