Helpdesk Tech Lead

				Overview:

POSITION SUMMARY:

This position is responsible for providing technical assistance and support to end users with computer systems, hardware, or software issues. Assist Level I Technicians with escalated support issues. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Address and/or support level 1 Technicians with: 

Responsibilities:

KEY RESPONSIBILITIES: 

* Install, modify, and repair computer hardware and software.
* Test and repair faulty equipment. Replace component parts of computers and printers.
* Setup and deployment of new desktops, laptops, phones, and printers.
* Train workers in the use of new software and hardware.
* Support audio and video equipment in conference rooms.
* Manage incidents through Help Desk ticketing system.

* Handle escalated issues that level 1 support may not be able to handle.

* Responsible for managing and monitoring applications in support of the Help Desk which include:
* Patching and updating of laptops and workstations
* Anti-virus patching and compliance
* Microsoft Exchange access and creation of mailboxes and distribution lists

* Work with vendors to research and test new technologies
* Assist Network and Systems Administration

* Perform remote troubleshooting through diagnostic techniques and pertinent questions.
* Maintain computer hardware and software inventories and coordinate asset management tracking.
* Assist in adding, modifying and deleting users on the network.
* Assist with support of the wireless environment for the company-wide network. Support set up of Wi-Fi on laptops, RF guns and desktops.
* Assists with support of VPN users in the company-wide network. Setup and configure VPN on laptops and user accounts.
* Keep current thorough technical journals or manuals, attend vendor seminars on new computer hardware and software.
* Jira skillset to include the following:
* Creating and managing:
* Projects (company-managed vs team-managed) 
* Custom fields 
* Screens and screen schemes 
* Issue types and schemes 
* Configuring permissions and roles 
* Setting up notifications and automation rules
* Using Jira Automation (rule builder) 
* Writing logic 
* Basic understanding of conditions, triggers, and actions
* Evaluating and installing apps from the Atlassian Marketplace 
* Creating dashboards and filters (JQL - Jira Query Language) 
* Building reports
* Managing access control to views and functions.
* Designing scalable permission schemes 
* Handling compliance and audit needs

The above duties are meant to be representative of the position and not all-inclusive.

Qualifications:

MINIMUM JOB REQUIREMENTS:

* Education/Training: High school diploma/GED required, Associate Degree preferred or equivalent Technical Degree
* Business Experience: 3+ years' experience in an IT-related position

KNOWLEDGE, SKILLS & ABILITIES:

* Good understanding of computer systems (desktops/laptops), printers, mobile devices and other tech products. 
* Strong problem-solving skills and must be detail-oriented, thorough, and organized.
* Demonstrated customer service skills to ensure exceptional customer experience. 
* Experience with Anti-Virus solutions, Exchange, LAN environment, and Active Directory. 
* Must have technical knowledge and experience with Windows Microsoft Office 2013 and 2016

PHYSICAL DEMANDS:

* Ability to sit or stand for long periods of time if necessary.
* Ability to bend, reach and pull as necessary to meet daily demands of the job
* Ability to lift 30 lbs. unassisted.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
			

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