Overview
On Site
$65000
Full Time
Job Details
Responsibilities:
- Leadership & Supervision: Lead, coach, and mentor a team of helpdesk technicians, providing direction, setting priorities, and ensuring a high standard of support. Monitor team performance to meet KPIs and ensure adherence to SLAs.
- Technical Support Management: Oversee and provide support for a broad range of technical issues including hardware, software, network, and infrastructure support. Ensure team members can troubleshoot and resolve issues related to operating systems (Windows, macOS), hardware components, email systems, and printers.
- Incident & Request Management: Manage the helpdesk ticketing system to track, prioritize, and ensure timely resolution of incidents and service requests. Maintain accurate records of technical issues, resolutions, and customer interactions.
- Escalation Management: Handle complex or escalated technical issues, providing tier-3 support for challenging problems involving servers, network infrastructure, or specialized software. Ensure timely escalation to higher-level IT teams when needed.
- End-User Support: Provide direct support to end-users, assisting with software installations, system configurations, network connectivity issues, remote access problems, and other technical inquiries.
- System & Network Troubleshooting: Manage and support day-to-day IT operations, including troubleshooting network issues (TCP/IP, DNS, DHCP), diagnosing connectivity problems, and managing access issues (VPN, Active Directory, remote desktop services).
- Device Management & Configuration: Oversee the installation, configuration, and maintenance of desktops, laptops, mobile devices, and peripheral equipment. Manage software and hardware inventory, ensuring all devices are up-to-date and secure.
- Security Support: Collaborate with IT security teams to address security-related issues such as malware infections, unauthorized access attempts, and ensuring the implementation of security updates and patches across devices and systems.
- Training & Knowledge Sharing: Conduct training sessions for the team on new technologies, troubleshooting techniques, and best practices. Maintain a knowledge base of common issues, resolutions, and technical processes to improve the team's efficiency.
- Documentation & Reporting: Maintain clear and detailed documentation of helpdesk procedures, common troubleshooting steps, and known issues. Provide regular reporting on team performance, incident trends, and user satisfaction metrics.
- Technical Expertise: Broad technical knowledge in IT support, including operating systems (Windows, macOS), networking (TCP/IP, DNS, DHCP, VPN), cloud services (Office 365, Azure), hardware, and peripheral devices.
- Helpdesk & IT Support Experience: Minimum of 4 years of experience in IT support or helpdesk roles, with at least 2 years in a leadership or supervisory position.
- Strong Troubleshooting Skills: Demonstrated ability to diagnose and resolve complex technical problems related to software, hardware, and network systems.
- Communication Skills: Strong verbal and written communication skills, with the ability to clearly explain technical issues and solutions to non-technical users.
- Customer Service Focus: Proven experience delivering excellent customer service and maintaining high user satisfaction levels, even in high-pressure situations.
- Team Leadership: Experience managing and mentoring a technical support team, including setting goals, providing feedback, and fostering a collaborative work environment.
- Certifications: IT certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft Certified Solutions Associate (MCSA) are preferred.
- Advanced Technical Knowledge: Experience with Active Directory, Exchange, virtualization platforms (VMware, Hyper-V), and mobile device management (MDM).
- Security Awareness: Familiarity with cybersecurity practices, including endpoint protection, patch management, and malware prevention.
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