Helpdesk Tech Lead

Knipper•Somerset, NJ

About The Position

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 installing, modifying, and repairing computer hardware and software, testing and repairing faulty equipment, and replacing component parts of computers and printers. This role also involves the setup and deployment of new desktops, laptops, phones, and printers, training workers in the use of new software and hardware, and supporting audio and video equipment in conference rooms. The Helpdesk Tech Lead will manage incidents through the Help Desk ticketing system and handle escalated issues that level 1 support may not be able to handle. Responsibilities include managing and monitoring applications in support of the Help Desk, such as patching and updating laptops and workstations, anti-virus patching and compliance, and Microsoft Exchange access and creation of mailboxes and distribution lists. The role also involves working with vendors to research and test new technologies, assisting Network and Systems Administration, performing remote troubleshooting, and maintaining computer hardware and software inventories. Additionally, the position assists in managing user accounts on the network, supports the wireless environment, and assists with VPN users and setup. The role requires keeping current with technical journals, attending vendor seminars, and possessing a strong skillset in Jira for creating and managing projects, custom fields, screens, issue types, permissions, notifications, automation rules, and dashboards. Basic understanding of conditions, triggers, and actions, evaluating and installing apps from the Atlassian Marketplace, building reports, managing access control, designing scalable permission schemes, and handling compliance and audit needs are also key. The duties are representative and not all-inclusive.

Requirements

High school diploma/GED required, Associate Degree preferred or equivalent Technical Degree
3+ years’ experience in an IT-related position
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.

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.