Helpdesk Tech Lead

This position is responsible for providing technical assistance and support to end users with computer systems, hardware, or software issues. Assist Level I Technicians with escalated support issues. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Address and/or support level 1 Technicians with: 

KEY RESPONSIBILITIES: 

• Install, modify, and repair computer hardware and software.

• Test and repair faulty equipment. Replace component parts of computers and printers.

• Set up and deployment of new desktops, laptops, phones, and printers.

• Train workers in the use of new software and hardware.

• Support audio and video equipment in conference rooms.

• Manage incidents through Help Desk ticketing system.

• Handle escalated issues that level 1 support may not be able to handle.

• Responsible for managing and monitoring applications in support of the Help Desk which include:

• Patching and updating laptops and workstations

• Anti-virus patching and compliance

• Microsoft O365 access and creation of mailboxes and distribution lists

• Work with vendors to research and test new technologies

• Assist Network and Systems Administration

• Perform remote troubleshooting through diagnostic techniques and pertinent questions.

• Maintain computer hardware and software inventories and coordinate asset management tracking.

• Assist in adding, modifying and deleting users on the network.

• Assist with support of the wireless environment for the company-wide network. Support Wi-Fi setups on laptops, RF guns and desktops.

• Assists with supporting VPN users in the company-wide network. Setup and configure VPN on laptops and user accounts.

• Keep current thorough technical journals or manuals, attend vendor seminars on new computer hardware and software.

• Jira (ITSM tool) skillset to include the following:

·      Creating and managing:

·      Projects (company-managed vs team-managed)

·      Custom fields

·      Screens and screen schemes

·      Issue types and schemes

·      Configuring permissions and roles

·      Setting up notifications and automation rules

·      Using Jira Automation (rule builder)

·      Writing logic

·      Basic understanding of conditions, triggers, and actions

·      Evaluating and installing apps from the Atlassian Marketplace

·      Creating dashboards and filters (JQL – Jira Query Language)

·      Building reports

·      Managing access control to views and functions.

·      Designing scalable permission schemes

·      Handling compliance and audit needs

·      Education/Training: High school diploma/GED required, associate degree preferred or equivalent Technical Degree

·      Business Experience:  3+ years’ experience in an IT-related position

·      Good understanding of computer systems (desktops/laptops), printers, mobile devices and other tech products.

·      Strong problem-solving skills and must be detail-oriented, thorough, and organized.

·      Demonstrated customer service skills to ensure exceptional customer experience.

·      Experience with Anti-Virus solutions, Exchange, LAN environment, and Active Directory.

·      Must have technical knowledge and experience with Microsoft O365, Windows Microsoft Office 2013 and 2016

·      Ability to sit or stand for long periods of time if necessary.

·      Ability to bend, reach and pull as necessary to meet daily demands of the job

·      Ability to lift 30 lbs. unassisted.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.