Overview
On Site
30/hr} - 35/hr}
Full Time
Skills
Team leadership
Metrics
KPI
Research
Documentation
Onboarding
Inventory
Problem solving
Computer hardware
Audiovisual
AV
Repair
Motivation
Leadership
Accountability
Reporting
Service level management
Team management
Technical Support
Microsoft Windows
Network design
IMPACT
Enterprise networks
Operations
Information Technology
Coaching
Management
Supervision
Call center
Issue tracking
Customer service
Communication
Job Details
We have a contract to possible perm opening for IT Helpdesk/System Support Team Lead. You will assist the manager with managing KPIs, taking metrics and creating KPIs, support duties and jumping in the ticket queue as needed.
Responsibilities:
Qualifications:
Responsibilities:
- Research, documentation, and advance troubleshooting
- On-site IT support and onboarding related tasks and projects
- Fielding IT support calls and tickets
- Create and maintain reports for inventory
- Answer phones as part of the support and problem resolution team for internal and external customers.
- Enter work into the ticketing system.
- Install and configure replacement PCs and peripherals.
- Must be able to perform physical duties related to PC, peripheral, hardware, AV, communications and repair (crawling under desks, packing / unpacking, lifting, moving and such).
- Interact with other Company locations/departments, IT employees, and suppliers to resolve any IT related problems.
Qualifications:
- Prior experience motivating and leading IT support teams for high growth and accountability.
- Understanding of ticket management, client reporting, SLA management, and support team management.
- Relevant IT support experience, preferably across multiple disciplines.
- Working knowledge of Windows and related O365 platform software, an understanding of standard network architecture and security, experience performing remote triage and troubleshooting issues ranging from acute, single user impact to multi-layer enterprise network operations.
- Associate's degree or equivalent qualification in Information Technology, Computing, or relevant subject.
- Experience in providing structured feedback and coaching others
- High standard of communication both written and verbal
- Capable of managing own workload with minimal supervision
- Call center support using a ticketing system.
- Should possess strong customer service skills and good verbal communication skills.
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