Associate Lead Help Desk III

Role - Associate Lead Help Desk III
Location - Birmingham, Alabama 35233
Duration- 12 months(possible extension)
Shift hours- Monday to Friday, 8:00 am to 5:00 pm

JOB DESCRIPTION:

• On-site client-facing IT support for all print, network/software and web faxing solutions.
• Remotely and physically resolve and/or reassign customer (internal and external) software, network interface and application issues.
• Troubleshoot and triage advanced level software and application issues for customer resolution.
• Provide technical trouble shooting to solve the customers IT issues, escalations to 2nd level technical support.
• Provide day to day procedure and technical direction to other help desk and field associates, serve as team lead for help desk.
• Serve as primary contact for service providers for next level support internally and externally.
• Assist with various site hardware installs by providing IT infrastructure which allows devices to print; create and provide ongoing print queue management for entire customer base; Responsible for handling IT Help Desk calls in customer provided software and internal software (two different systems) must prioritize as required.
• Provide server management and maintenance.
• Conduct testing of trial software and hardware; evaluate requirement for network viability. Provide service level agreement support to customers to ensure team attains the contractual service level requirements, participate in escalation processes to ensure technical issues are resolved and minimize risk of missed SLA attainment; Contributes to the development of technical and client service process documentation as assigned.
• Adhere to all network security protocols; monitor servers and identify any potential vulnerabilities; Complete monthly reporting on customer scan activity for billing purposes. Other duties as assigned.

• High level of technology proficiency in all areas required (server monitoring, software/hardware, networks), superior customer service and interaction skills. Working knowledge of printers, and multifunction devices, fax, scanner and plotter configurations.
• Demonstrated ability to understand networking protocols and print system requirements and their interactions; Multitasking; strong organization skills and ability to prioritize.
• Ability to lead a team. Effective communication skills (including written and verbal) to a diverse population - both technical and interpersonal skills; high level of self-motivation and self-starter.
• Ability to work independently and in high pressure environments. Strong team player.
• Excellent problem solving and follow-up skills.
• Ability to meet deadlines. Proficient in Microsoft Office applications (Excel, Word, PowerPoint).
• Demonstrate ability to take direction from multiple sources.

• 5-8 years Technical Service experience; previous customer-facing experience

• High School Diploma or equivalent required.
• Holds at least 1 advanced technical certification (examples: A+, Net+ and MCSA)
• PREFERRED: Bachelor's Degree