The Service Desk Lead plays a critical role in providing day-to-day support of High Companies’ end user computing environment. The Service Desk Lead, in conjunction with the Service Desk Technician, serves as the first point of contact with co-workers that need technical assistance. The Service Desk Lead will assist with and oversee Service Desk operations; which include assisting the Service Desk Technician to ensure that incoming support calls are answered; responding to support requests in the team mailbox; creating tickets for issues and requests, ensuring that tickets are closed in a timely manner, validating that tickets have enough detail for escalation to tier two teams, and escalating issues that they are not able to resolve.
The Service Desk Lead operates as part of the Client Computing team under the Client Computing Manager but will also work closely with and support the Service Desk Technician.
Associate degree, or equivalent experience in computer software and hardware support
Previous experience in a Service Desk setting
Previous experience in a lead/supervisory role
Must have working knowledge and prior experience with technical support of personal computer based hardware such as PC, Mac, mobile devices, copiers, printers, and peripherals.
Experience in or knowledge of the following areas:
Support for various Microsoft operating systems and Microsoft Office 365 Suite of products
Active Directory user administration
Hands on experience with diagnosing and resolving basic technical issues
Excellent communication and interpersonal skills
Customer-oriented and patient
Working with a ticketing system
Sending broad communications regarding IT services
IT Service Management (ITSM) concepts and processes (incident, problem and change management)
OTHER SKILLS AND ABILITIES (Preferred but not required):
PC imaging experience with MDT
Group Policy knowledge
Experience with encryption software
Experience with endpoint security products
Experience with software push technology
Asset Management experience
Previous experience in a tiered support organization
Creating, maintaining, and submitting reports and/or dashboards Driving process improvement
Documenting processes and how to articles
Mentoring team members within and outside of direct team.
Strong organizational skills.
Outstanding verbal and written communication skills, with the ability to translate technical details into business language.
Exhibits accountability and accepts responsibility and consequences for work performance and conduct.
Demonstrated customer service orientation.
REPORTING RELATIONSHIPS (UPWARD AND DOWNWARD):
The Service Desk Lead is appointed by and reports to the Client Computing Manager. Currently there are no direct reports to this position.
ESSENTIAL JOB FUNCTIONS:
Oversee the operations of the IT service desk
Mentor and provide direct guidance to the Service Desk Technician in operation of the Service Desk to provide IT support to the High Companies’ co-workers.
Provide backup to the Service Desk Technician to support customers who need technical assistance via the phone or email.
Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
Provide quick resolution and excellent customer service.
Use a ticketing system to record problems and their resolution.
Redirect unresolved issues to the next level of support personnel.
Performing password resets for network accounts and other systems.
Perform base computer imaging.
Perform asset management tasks including but not limited to inventory receipt, asset assignment, asset retirement, asset tracking, and asset reporting.
Send IT communication to various groups as requested.
Follow-up with customers.
Provide feedback on processes and make recommendations on areas to improve.
Maintain technical documentation and service catalog on installation of software, configuration of hardware and problem troubleshooting.
Suggest improvements to procedures.
Process account termination tasks.
Assisting users with multi-factor authentication set-up and support.
Provide 24x7x365 response and support after hours for critical IT incidents when designated on-call.
Periodically work off hours (nights and weekends) to complete planned operations or project work.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)