IT Help Desk Lead
About The Position
The Help Desk Lead's role is to oversee and assist the IT Director to manage the day-to-day operations of the IT Help Desk team, ensuring efficient and effective support delivery to users. This involves supervising staff from a technical perspective, training them on procedures and new technologies, and ensuring high-quality customer service. The Help Desk Lead must be able to perform the duties of a Sr. Desktop Technician, where the incumbent is expected to perform the following: Configure and deploy desktops to provide optimal support to end users. This includes installing, diagnosing, repairing, maintaining and upgrading all Windows PC software and hardware. Provides expert technical support to all users, including the executive team. Provides hardware troubleshooting, configuration, and network administration support in a Microsoft environment. Operationally managing and supporting the Microsoft 365 environment. Provides and conducts desktop preventive maintenance. Responsible for end-user training by creating online knowledge base articles, internal user blog posts as well as direct end-user training. Provides support to users utilizing remote monitoring tools such as Teamviewer and Endpoint Central Cloud. Responsible for creating, maintaining, and delivering corporate desktop images as well as evaluating, packaging and distributing through Endpoint Central Cloud. Leads, mentors, and directs Tier 1 desktop technicians on technical tasks ensuring optimal response and resolutions in the desktop computing environment. Provide support for Zoom and mobile phone devices. Responsible for managing and maintaining current asset management and software licensing. Handling escalated Tier 1 Help Desk tickets. Responsible for creating and maintaining documentation in Confluence. Able to travel to our 11 offices in the western United States. This includes driving to and from Dublin, CA and Sacramento, CA, as well as flights to other sites where driving is not applicable. When flying to other sites, the employee must be able to rent a car if deemed needed. Individuals must have a reliable mode of transportation to drive to and from Dublin and Sacramento, and any other local offices in the future as needed. If there is a valid reason for not being able to use own vehicle, Uber or rental car can be worked out with the manager. Any other tasks as directed.
Requirements
- Windows 11 - installing, configuring and maintaining.
- Microsoft Office 365 - installing, configuring and maintaining.
- Strong ability to quickly diagnose PC issues, whether hardware or software, and resolve in a timely fashion.
- Ability to set up new computers and install applications.
- Able to train end-users on IT features or services without having to re-train again and again.
- Strong ability to setup, configure and debug network printers.
- Manage and maintain companywide corporate anti-virus (Malwarebytes) and end-point updates (Endpoint Central Cloud).
- Windows 11 Helpdesk support.
- Microsoft Office 365 helpdesk support.
- Network printer support.
- Desktop/laptop troubleshooting and repair.
- Excellent customer service and communication skills.
- Excellent organizational skills for maintaining accurate and reliable information on all deployed PCs in the company.
- 3+ years' Help Desk Lead experience.
- 5+ years' IT customer service experience in a Windows environment.
- Must have excellent analytical and problem-solving skills.
- Must have excellent technical mentoring and team building skills.
- Individuals must have a reliable mode of transportation to drive to and from Dublin and Sacramento, and any other local offices in the future as needed.
Nice To Haves
- Strong knowledge of Microsoft Windows in a LAN/WAN environment.
- Fundamental understanding of networks including Wireless Networking, Ethernet, Local Area Networks.
- Basic understanding of VoIP telephony and voice/data office cabling.
- Bachelor's degree in Information Systems or related field.
Responsibilities
- Oversee and assist the IT Director to manage the day-to-day operations of the IT Help Desk team
- Supervising staff from a technical perspective
- Training staff on procedures and new technologies
- Ensuring high-quality customer service
- Configure and deploy desktops to provide optimal support to end users
- Installing, diagnosing, repairing, maintaining and upgrading all Windows PC software and hardware
- Provides expert technical support to all users, including the executive team
- Provides hardware troubleshooting, configuration, and network administration support in a Microsoft environment
- Operationally managing and supporting the Microsoft 365 environment
- Provides and conducts desktop preventive maintenance
- Responsible for end-user training by creating online knowledge base articles, internal user blog posts as well as direct end-user training
- Provides support to users utilizing remote monitoring tools such as Teamviewer and Endpoint Central Cloud
- Responsible for creating, maintaining, and delivering corporate desktop images as well as evaluating, packaging and distributing through Endpoint Central Cloud
- Leads, mentors, and directs Tier 1 desktop technicians on technical tasks ensuring optimal response and resolutions in the desktop computing environment
- Provide support for Zoom and mobile phone devices
- Responsible for managing and maintaining current asset management and software licensing
- Handling escalated Tier 1 Help Desk tickets
- Responsible for creating and maintaining documentation in Confluence
- Able to travel to our 11 offices in the western United States
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Industry
Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
Number of Employees
101-250 employees
