Help Desk Team Lead

Milner•Norcross, GA

11d•Onsite

About The Position

The Helpdesk Team Lead is responsible for the logistics and coordination of solutions regarding technology support involving a team of technical resources. Must ensure team is up to date on policy and procedures as provided by the Manager. Must assist in the resolution of support issues in a timely manner. Assist in the adherence to team service level objectives. Capable of handling advanced issues involving more complex, sophisticated equipment and problems. Assist System Technicians in troubleshooting problems. Escalate problems to Manager when necessary.

Requirements

4-year college degree in a technical (MIS, IT) program or equivalent experience.
Technical hardware knowledge.
Minimum of 5-year experience on a helpdesk.
Experience required in the following areas: Computer Networking.
Server operating systems.
Apple operating systems.
Advanced network training and experience.
Experience installing network systems in the field.
High level of network systems and troubleshooting.
Excellent verbal and written communication skills.
Excellent customer service skills.
Ability to diagnose and troubleshoot methodically and efficiently.
Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.
Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.
Employee must complete required courses as described by Human Resources for all employees.

Nice To Haves

Microsoft 365 Certified Preferred.
CompTIA Network+, CompTIA Security+ Preferred.

Responsibilities

Achieves expected productivity levels associated with assigned workload and level of experience.
Mentor and train teammates assuring a base line level of required knowledge team wide.
Monitor incoming tickets by priority and expedite resources as necessary.
Monitor customer environments with provided remote management tools.
Assist customers with software and desktop issues.
Maintain schedule; monitor team adherence to scheduling and productivity.
Avoid unnecessary calls or recurring work.
Aid all tiered helpdesk analysts with troubleshooting and preventative maintenance procedures.
Participate in training and self-study programs to gain and maintain appropriate product knowledge.
Complete equipment installations according to schedule and train customers in all operations of assigned equipment.
Communicate with customers, dispatch personnel, and managers to resolve problems in an expedient manner.
Complete required paperwork and ticket updates in an accurate and timely manner on every call.
Write knowledge base articles of resolution to assist in future troubleshooting.
Perform other duties as required.