Help Desk Tier 2 Lead

HUMAN TOUCH LLC•Silver Spring, MD

1d•Onsite

About The Position

The Deskside Lead is responsible for supervising a support team of two to ten deskside computer technicians. The Deskside Lead functions as a supervisor and senior technician. They will coordinate administrative work, communicate workflow requirements, and ensures that team members receive training for new procedures and proper escalation during outages or periods of degraded system performance.

Requirements

Four years of combined Tier 1 Help Desk and Tier 2 Deskside Support work experience; OR two years of Tier 2 Deskside Support experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field
Must be able to obtain Public Trust clearance
Valid US Driver’s License
Authorized to work in the United States
Excellent customer service skills
Be detail oriented and possess excellent organizational skills
Excellent writing and communication skills
Excellent at IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.
Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices, secure USB storage devices, and local and/or network printers
Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities

Nice To Haves

ITIL Foundations Certification
Service Now experience/certification
CompTIA A+ certification

Responsibilities

Ensures feedback on technician quality assurance, problem resolution and customer satisfaction.
Instructs, directs, and oversees the work of other personnel including scheduling and adjusting changing customer requirements.
Provides solutions for all desktop and laptop systems, including hardware, software, and tools.
Develops or modifies operating procedures and manuals to solve complex problems.