Helpdesk Tech Lead

Overview

POSITION SUMMARY:

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:

Responsibilities

KEY RESPONSIBILITIES:

• Install, modify, and repair computer hardware and software.
• Test and repair faulty equipment. Replace component parts of computers and printers.
• Setup 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 of laptops and workstations
• Anti-virus patching and compliance
• Microsoft Exchange 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 set up of Wi-Fi on laptops, RF guns and desktops.
• Assists with support of 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 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

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications

MINIMUM JOB REQUIREMENTS:

• Education/Training: High school diploma/GED required, Associate Degree preferred or equivalent Technical Degree
• Business Experience: 3+ years’ experience in an IT-related position

KNOWLEDGE, SKILLS & ABILITIES:

• 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 Windows Microsoft Office 2013 and 2016

PHYSICAL DEMANDS:

• 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.