Lead Help Desk Specialist

Job Description
Lead Help Desk Specialist

SNI Technology is working with a rapidly growing IT Consultant company dedicated to providing innovative IT solutions to our clients. They specialize in delivering top-notch support and technology services to businesses of all sizes, ensuring optimal performance and security.

As a Help Desk Specialist Lead, you will play a pivotal role in the team's success, providing technical support, leading help desk operations, and ensuring the smooth functioning of our clients' IT environments.

Key Responsibilities:

• Lead and mentor a team of 5+ help desk specialists in providing technical support to clients.
• Handle escalated technical issues, troubleshoot complex problems, and ensure timely resolution and client satisfaction.
• Utilize your knowledge of networking concepts, protocols (TCP/IP, DNS, DHCP), VPNs, firewalls, routers, and switches to troubleshoot network-related issues.
• Manage cloud platforms such as AWS, Azure, Google Cloud, and cloud-based services (Office 365, Google Workspace) for clients.
• Implement Desktop Protocol solutions and ensure cybersecurity measures, including antivirus software, endpoint protection, and adherence to security best practices.
• Troubleshoot hardware components (desktops, laptops, printers) and software applications (Microsoft Office Suite, Adobe Creative Cloud, etc.).
• Develop and implement basic scripts (PowerShell, Bash, Python) for automation and efficiency.

Qualifications and Skills:

• Exceptional communication skills, adept at guiding non-technical users through application and software usage.
• Bachelor's degree in information technology, Computer Science, or related field.
• Proven experience in an MSP environment, with strong familiarity with ITIL practices.
• Proficient in managing Microsoft environments, including Windows Server and Active Directory, as well as experience with macOS, Linux, and IT service management platforms (Zendesk, ServiceNow).
• Strong grasp of networking concepts, cloud platforms, and cybersecurity principles.
• Require troubleshooting skills equivalent to those of a Level 3 technician, particularly in diagnosing and resolving hardware and software issues.
• You will assist the IT Manager in prioritizing daily tasks, escalating issues, maintaining effective communication with clients and stakeholders, and occasionally visiting clients on-site to ensure quality control.
• Certifications such as CompTIA A+, Network+, Security+ are highly desirable.

Benefits:

• Competitive salary (based on experience)
• Opportunities for professional growth and development.
• Collaborative and innovative work environment.
• Health, Dental, Vison insurance.
• PTO & Paid Holidays
• Work-life balance initiatives and flexible scheduling options.

*Some travel to client locations is required - (West Palm, Ft. Lauderdale, Miami)*

We welcome applicants who may not meet all the listed requirements to still apply