HELP DESK TEAM LEAD

Milner Technologies Inc•Peachtree Corners, GA

About The Position

The Helpdesk Team Lead coordinates technology-support solutions across a team of technical resources, keeps the team up to date on policies and procedures provided by the Manager, helps resolve support issues in a timely manner, and supports adherence to team service-level objectives. The role handles advanced issues involving complex equipment and problems, assists System Technicians with troubleshooting, and escalates problems to the Manager when necessary. The Team Lead mentors and trains teammates, monitors ticket priorities and team schedules and productivity, uses remote management tools to monitor customer environments, and assists customers with software and desktop issues. The position also supports troubleshooting and preventative maintenance, completes equipment installations and customer training, communicates with customers and internal staff to resolve problems, maintains accurate ticket records, and writes knowledge-base articles.

Requirements

A four-year college degree in a technical program such as MIS or IT, or equivalent experience.
Technical hardware knowledge.
At least five years of helpdesk experience.
Experience with computer networking.
Experience with server operating systems.
Experience with Apple operating systems.
Advanced network training and experience.
Experience installing network systems in the field.
Strong knowledge 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, including occasional urgent situations.
Ability to communicate, interact, and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.
Valid state driver's license and minimum auto insurance coverage under company policy, as the position entails extensive use of a personal car for company business.
Completion of required courses described by Human Resources for all employees.

Nice To Haves

Microsoft 365 certification.
CompTIA Network+ certification.
CompTIA Security+ certification.

Responsibilities

Coordinate technology-support solutions involving a team of technical resources.
Keep the team current on policies and procedures provided by the Manager.
Help resolve support issues in a timely manner and support adherence to service-level objectives.
Handle advanced issues involving complex equipment and problems; assist System Technicians with troubleshooting and escalate problems to the Manager when necessary.
Achieve expected productivity levels for assigned workload and experience.
Mentor and train teammates to maintain a baseline level of knowledge across the team.
Monitor incoming tickets by priority and expedite resources as necessary.
Monitor customer environments using provided remote management tools.
Assist customers with software and desktop issues.
Maintain the schedule and monitor team adherence to scheduling and productivity.
Avoid unnecessary calls or recurring work.
Help tiered helpdesk analysts with troubleshooting and preventative maintenance procedures.
Participate in training and self-study to gain and maintain product knowledge.
Complete equipment installations according to schedule and train customers in equipment operations.
Communicate with customers, dispatch personnel, and managers to resolve problems promptly.
Complete required paperwork and update tickets accurately and promptly for every call.
Write knowledge-base articles documenting resolutions for future troubleshooting.
Perform other duties as required.