Help Desk Team Lead

TEKsystems•Franklin, TN

7d•$22 - $25•Hybrid

About The Position

Primary responsibility of this position is to maintain daily performance of computer systems for the client's offices in North America. This position is also responsible for coordinating IT support activities, maintenance of network accounts, and tracking IT hardware and software assets of the company. This individual will: - Help supervise help desk agents, workflows, and day-to-day tasks - Serve as an escalation point for the IT Help Desk, following up and resolving major issues - Work with other departments to implement projects & resolve problems - Monitor ticket queues, email traffic/escalations and enforce SLA's Additional responsibilities include: 1. Support the day to day operational technology needs of the organization. 2. Install, make changes, and repair computer hardware and software. 3. Log and resolve Help Desk tickets in a timely manner. 4. Assist in the maintenance of lease and service contracts for IT equipment and suppliers. Arrange for renewals or service or returns of leased assets. 5. Research and contract with outsourcing companies as directed. 6. Maintain outsourcing relationships and notify management of renewal dates and contract expirations. 7. Maintain files for asset tracking, check for accuracy and report as directed. 8. Process paperwork and assist direct and contract employees with building access, security procedures and other requirements as needed. 9. Create and update various documents for system maintenance and user operation. 10. Work toward maintaining high quality standards and continuous improvement of the position and the organization.

Requirements

Help desk support
Help desk
Customer service
Microsoft office
Laptop
server
troubleshooting
Troubleshooting networking issues and server problems.
Customer service
Needs to be able to speak clearly and directly to management and step in and support in leads absence.
This position requires excellent customer service communication skills, both verbal & written

Responsibilities

Maintain daily performance of computer systems
Coordinate IT support activities
Maintenance of network accounts
Tracking IT hardware and software assets
Help supervise help desk agents, workflows, and day-to-day tasks
Serve as an escalation point for the IT Help Desk, following up and resolving major issues
Work with other departments to implement projects & resolve problems
Monitor ticket queues, email traffic/escalations and enforce SLA's
Support the day to day operational technology needs of the organization.
Install, make changes, and repair computer hardware and software.
Log and resolve Help Desk tickets in a timely manner.
Assist in the maintenance of lease and service contracts for IT equipment and suppliers. Arrange for renewals or service or returns of leased assets.
Research and contract with outsourcing companies as directed.
Maintain outsourcing relationships and notify management of renewal dates and contract expirations.
Maintain files for asset tracking, check for accuracy and report as directed.
Process paperwork and assist direct and contract employees with building access, security procedures and other requirements as needed.
Create and update various documents for system maintenance and user operation.
Work toward maintaining high quality standards and continuous improvement of the position and the organization.