Service Desk Lead Technician

The Service Desk Lead will report to the assisgned Project Manager - Responsibilities: 3 to 5 years of Service Desk or Help Desk experience is required. Provides Service Desk Support by supporting users in diagnosing, reporting, and resolving or correcting hardware/software problems. Operates in a specified Senior Analyst role within the Service Desk. Supports end users, diagnoses, reports, and resolves application problems. Installs, maintains, and troubleshoots hardware/software according to company standards; reconfigures existing systems and performs system upgrades as required. Log all issues with appropriate documentation as Level II and III support teams requested. Routes call/s to appropriate support teams as per described troubleshooting steps. Monitors and escalates problems until resolution, closure, or the appropriate group has accepted. Operates in a specified role within the Service Desk (Training, Knowledge Base, Deskside, Process, Ticket reviews, Team Leader cover). They are troubleshooting Microsoft Office Suite. Customer service oriented Accustomed to call center metrics Will be taking 40-50 calls a day VPN troubleshooting Active directory understanding O365/Microsoft Exchange Work hours: 40 hours/wk. There might be potential weekend shifts; The schedule would probably be like this. Each team member, including the lead, will be on call one weekend a month.

Shift One - 7 am - 3 pm x 2 Technician

Shift Two - 3 pm to 11 pm x 1 Technician

Shift Three - 11 pm to 7 am x 1 Technician

Weekend Shift - One weekend a month on-call