Helpdesk Team Lead - Milner Inc

Job Title: Helpdesk Team Lead

Branch: 91

Department: Service IT

Reports to (Title): Manager

Date: 12/30/2024

BASIC FUNCTION

Primary Responsibility: The Helpdesk Team Lead is responsible for the logistics and coordination of solutions regarding technology support involving a team of technical resources. Must ensure team is up to date on policy and procedures as provided by the Manager. Must assist in the resolution of support issues in a timely manner. Assist in the adherence to team service level objectives. Capable of handling advanced issues involving more complex, sophisticated equipment and problems. Assist System Technicians in troubleshooting problems. Escalate problems to Manager when necessary.

WORK PERFORMED

Achieves expected productivity levels associated with assigned workload and level of experience.

• Mentor and train teammates assuring a base line level of required knowledge team wide
• Monitor incoming tickets by priority and expedite resources as necessary.
• Monitor customer environments with provided remote management tools
• Assist customers with software and desktop issues
• Maintain schedule; monitor team adherence to scheduling and productivity
• Avoid unnecessary calls or recurring work.
• Provide assistance to other customer service reps with troubleshooting and preventative maintenance procedures.

Participate in training and self-study programs to gain and maintain appropriate product knowledge.

Complete equipment installations according to schedule and train customers in all operations of assigned equipment.

Communicate with customers, dispatch personnel, and manager to resolve problems in a expedient manner.

Complete required paperwork and ticket updates in an accurate and timely manner on every call.

Write knowledge base articles of resolution to assist in future troubleshooting.

Perform other duties as required.

EDUCATION REQUIREMENTS

• 4-year college degree in a technical (MIS, IT) program or equivalent experience
• Technical hardware knowledge
• Microsoft Certified Professional or higher

EXPERIENCE REQUIREMENTS

A minimum of 5 year experience on a helpdesk.

Experience required in the following areas:

• Computer networking.
• Server operating systems.
• Apple operating systems.
• Advanced network training and experience
• Experience installing network systems in the field

Additional skills required:

• High level of network systems and troubleshooting
• Excellent verbal and written communication skills.
• Excellent customer service skills
• Ability to diagnose and troubleshoot methodically and efficiently.
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations.
• Ability to communicate, interact and work effectively and cooperatively with people from diverse ethnic and educational backgrounds.

WORK ENVIRONMENT

• Work in areas which require attention to detail in a varied environment.
• General office environment. May spend long hours sitting or standing.
• Some physical effort is required which may involve bending, reaching, stretching, or similar activities as well as lifting or moving items weighing up to 60 pounds
• Requires a valid state driver's license and minimum level of auto insurance coverage per company policy for position entails extensive use of personal car while on company business.

SPECIAL REQUIREMENTS

• Employee must complete required courses as described by Human Resources for all employees.
• This description presents the major responsibilities required for this job title. Individual positions may require the performance of additional duties as assigned.

BUDGET RESPONSIBILITY

• Secure and maintain work environment; PC, Phone and other assigned equipment