Helpdesk Tech Lead

CareTria•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 various IT tasks.

Requirements

High school diploma/GED required.
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.
Technical knowledge and experience with Microsoft O365, Windows Microsoft Office 2013 and 2016.
Jira (ITSM tool) skillset including creating and managing projects, 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, and handling compliance and audit needs.

Nice To Haves

Associate degree preferred or equivalent Technical Degree.

Responsibilities

Install, modify, and repair computer hardware and software.
Test and repair faulty equipment. Replace component parts of computers and printers.
Set up 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.
Manage and monitor applications in support of the Help Desk, including patching and updating laptops and workstations, anti-virus patching and compliance, and Microsoft O365 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.
Support the wireless environment for the company-wide network, including Wi-Fi setups on laptops, RF guns and desktops.
Support VPN users in the company-wide network, including setup and configuration of VPN on laptops and user accounts.
Keep current thorough technical journals or manuals, attend vendor seminars on new computer hardware and software.
Utilize Jira (ITSM tool) for creating and managing projects, custom fields, screens, issue types, permissions, roles, notifications, automation rules, dashboards, filters (JQL), reports, and access control.
Design scalable permission schemes and handle compliance and audit needs within Jira.