First Advantage
Biometrics Technical Support Manager
36
eNPS Score
- Job Info
- Why First Advantage
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!
Working at First Advantage
Overall Culture Score
4.7/5
CEO Score
Top
5%
Scott Staples
Top 5% of Similar Sized Companies on Comparably
Awards
Reviews from current employees
Our leadership team is focused on making First Advantage the best place to work at.
The transparency and openness was refreshing
The open communication, positive intent and drive to continue to grow together.
Videos
Diversity at First Advantage
Gender Score
As rated by current employees on Comparably
Diversity Score
As rated by current employees on Comparably
Perks and Benefits
- Health & Wellness
- Dental Insurance
- Vision Insurance
- Health Insurance
- Life Insurance
- Paid Time Off
- PTO / Vacation Policy
- Paid Holidays
- Financial Benefits
- 401K / Retirement Plan
- Employee Stock Purchase Plan
- Tuition Reimbursement
- Office Perks
- Work From Home Policy
eNPS
| 53% | Promoters |
|---|---|
| 30% | Passive |
| 17% | Detractors |
First Advantage's Employee Net Promoter Score (eNPS) is 36, as rated by 884 employees. This means 53% of First Advantage employees would encourage their friends to become coworkers today.
3 Cool Reasons to Work at First Advantage
- First Advantage is undergoing a technology transformation and is in a time of significant growth.
- The company is backed by Silver Lake Partners, the global leader in technology investing.
- It's a truly global organization with 29 offices around the world.