Vacancy expired!
The Help Desk Technical Lead position requires a skilled professional with excellent communication and organization skills. The position will perform high-level network support and training with strong customer-service based aptitude. This position requires the ability to work in a fast paced, changing environment and maintain a high level of professionalism, courtesy, customer service and ethics.
Essential Duties and Responsibilities- Provide high-level IT support, assistance and troubleshooting, either on-site or through remote desktop platform, in the following areas:
- Servers
- Switches
- Firewalls
- Endpoints
- Cloud solutions including Office 365
- Virtual Infrastructure
- Backup Solutions
- Anti-virus / Malware protection
- Daily collaboration with the Help Desk
- Identify and provide technical training for the Help Desk, including working with the engineering team on client specific items.
- Updating and maintaining Help Desk knowledge base
- Daily Backup Review
- Mentoring others
- Back up the RMM and Automation Engineer
- Other duties as assigned
- Integrity and Trust – is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain
- Functional/Technical Skills – has the functional and technical knowledge and skills to do the job at a high level of accomplishment
- Self-Development – is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits
- Time Management – uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
- Problem Solving – uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers
- Customer Focus – is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
- Composure – is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis
- Peer Relationships – can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers
- Comfort Around Higher Management – Can deal comfortably with more senior managers; can present to more senior managers without undue tension and nervousness; understands how senior managers think and work; can determine the best way to get things done with them by talking their language and responding to their needs; can craft approaches likely to be seen as appropriate and positive
- Communications – is able to write and speak clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect; has the ability to document work
- Must be able to lift up to 50 pounds
- Degree in computer/technical related field or equivalent experience
- Minimum five (5) years of advanced experience with one or more of the following:
- Configuration, installation and troubleshooting of routers, switches and firewalls (Cisco preferred)
- Microsoft OS for servers and workstations
- e-mail servers, ISP’s, network monitoring tools and TCP/IP protocols
- Virtualized infrastructure
- Advanced certifications: Cisco CCNP, Microsoft MCSA, MCSE or VMware VCP or the ability to obtain within six months of hire
- Experience configuring Active Directory, GPOs, DNS, DHCP, WSUS, VPN, ACLs and firewalls
- Broad experience with backup solutions, wireless and other brands of network hardware, such as HP, Dell or IBM
- Current state issued driver’s license, clean driving record, reliable transportation and proof of valid auto insurance
Vacancy expired!