Job Title: Help Desk Lead (Seasonal)
Department: Information Technology (IT)
Reports to: Director of IT Operations
Location This role provides help desk/desktop support onsite primarily in the Mebane Warehouse with occasional duties in the Hillsborough corporate office.
Job Purpose The Seasonal Help Desk lead oversees all aspects of the IT Operations' Help Desk including monitoring the queue, triage, prioritize and assign tickets and tasks appropriately. Supervision of IT Operations' Interns including managing schedules, assigned work and input into performance evaluations is also a function of this position. This role serves as a second-tier desk support technician including providing desktop support for computers and related systems including various backend server applications.
Schedule and Status The Seasonal Help Desk lead is a temporary position that will work a full-time schedule through the end of our busy season which is generally the end of September. This position will support Tier 1 technicians and will include on-call rotations for evening and weekend support.
Major Accountabilities/Essential Duties - Monitor IT Operations' Help Desk queue for incoming requests, prioritize and assign as needed.
- Work with the Director of IT Operations to establish Help Desk Standard Operation Procedures (SOPs) and policies.
- Work with IT Operations team to address incoming requests as quickly as possible.
- Manage high priority requests by tracking progress and communicating with the customer, team, and IT Operations Director.
- Must be comfortable with assigning work to teammates and tracking their progress on assignments.
- Perform technical work in the operation of computer and auxiliary systems to meet users' needs and to aid users of computer systems. This may include:
- Set-up and deployment of production systems (laptop, desktops, printers, and other equipment)
- Monitoring the systems proactively and supporting patch management and anti-virus/anti-malware protection
- Triage and support help desk tickets as assigned by other technical staff. This may include directly answering calls/emails as users experience difficulties with connections to the computer, with the computer use itself and/or business applications including email
- Installation and modification of software and hardware, testing, and documentation on a variety of platforms.
- Interaction with users, technicians, analysts, and specialists to troubleshoot problems related to the use of single and/or multiple information systems. This may include work on multiple platforms including Microsoft Windows 7/10 and MacOS.
- Work may involve the identification of trends that develop through troubleshooting and recommendations for future resolution or the understanding of systems interrelationships and the development of new processes to improve timeliness and service to users.
- Assist with onboarding and termination processes and procedures.
Qualifications - Intermediate to advance understanding of the standard technology and systems in place and ability to support the operation of this technology including Microsoft Windows 10, MacOS, Office 365, Active Directory.
- Ability to take direct requests from client or coworker to solve problems of or refer to appropriate technical experts. Ability to provide technical assistance to clients by troubleshooting technical problems.
- Understanding of tasks required in job and ability to take ownership to complete tasks. Ability to use initiative to plan and organize daily activities and tasks. Ability to work independently to complete tasks. Ability to stay on task.
- Knowledge of appropriate security procedures used in the performance of all tasks.
- Strong communication and follow-up skills and the ability to work independently.
About Sports Endeavors Our staff is made up of former players, parents of players and passionate sports fans. As Sports Endeavors has grown as a company, our core values have remained the same. We are still a company devoted to providing unrivaled selection and service to all team sport enthusiasts. Sports Endeavors values its employees, its community and its customers. Together we work, play, cheer and succeed.
Sports Endeavors shares our success, giving back at both the local and global levels. Sports Endeavors and its employees support Habitat for Humanity, Relay for Life, Race for the Cure, Crop Walk, United Way and other non-profit organizations and events. Our Passback Program collects used but still usable gear from customers and then distributes it to teams who are not able to afford even the most basic sports equipment. To date, we have collected and redistributed over 1,000,000 pieces of equipment to organizations around the world.