Helpdesk Technical Lead at The Computer Merchant, LTD.

Reading, MA 01867

About the Job

JOB TITLE: Onsite Helpdesk Technical Lead
JOB LOCATION: Wilmington, MA
JOB WAGE: $35-50/hr. - depending on experience
JOB NUMBER: 24-00681

REQUIRED EXPERIENCE:
Desired Skills and Abilities:

3-5 years of experience required in technical support in a professional IT team environment.
Broad understanding of modern IT concepts, development practices, and architectures.
Customer focused team player with multi-tasking and logical decision-making skills.
Excellent verbal, written, and professional phone skills. Most end user support is remote.
Wide range of skills and knowledge in computer hardware/software to include: PC hardware, basic networking, MS Office applications, virus removal.
Excellent knowledge of Windows7, Windows10, Microsoft Office Applications, Windows registry.
Knowledge of MacOSX is a plus.
Proficiency with O365, Exchange, ATP, Azure AD, Teams, OneDrive, Intune, AVD virtual machines, on-prem AD.
Excellent knowledge of mobile devices, Android and Apple IOS. MDM experience is a plus.
PowerShell and scripting savvy.
Endpoint security adhering to DFARS NIST SP800-171, ITAR, GDPR.
Understanding of technical support practices such as incident documentation, service level agreements and escalation procedures.
Experience working with 3^rd party vendors.
Supervisory or Management experience.
Bilingual Spanish, Mandarin, or German is a plus.

JOB DESCRIPTION:
Position Overview:

The major objective for this position is to supervise the global technical support team in providing timely and useful technical assistance on computer systems, answering queries on basic technical issues, and offering advice and support to solve them.
Make hardware and software recommendations as needed.
As the Helpdesk Supervisor you will track team performance and ensure that customer service standards are maintained.

Responsibilities:

Lead the Helpdesk Team of 5 to ensure prompt support and escalation for a wide range of hardware, software, networks, and servers.
Investigate and resolve escalated tickets.
End user setups, onboarding and offboarding. PC upgrades and data migrations.
Provide accurate, timely, and professional resolution on all reported issues.
Perform accurate and detailed logging and tracking of all major incidents in the Service Now Helpdesk ticketing system.
Setup and configuration of mobile devices to include both Android and Apple phones/tablets. Troubleshoot OS, cellular and WIFI connectivity, and Bluetooth devices.
Maintain inventory of PC, Laptop, and peripherals.
Perform other job duties as assigned with a high degree of flexibility and professionalism.

Equal Opportunity Employer Veterans/Disabled

* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.