It Service Desk Technician Team Lead Jobs

Technical Support and Help Desk Support skills

Excellent communication and customer service skills

Experience in managing and leading a Service Desk team

Experience in documenting processes and creating reports

Experience in developing best practices for Service Desk teams

Relevant industry certifications such as ITIL or CompTIA A+ are a plus

Prior Service Desk and Project Management experience preferred

At least 2 years of prior customer service experience (technical or non-technical) required

In-depth knowledge of Windows 10, Microsoft Edge, Office 365

Knowledge of and ability to troubleshoot Printers in a Windows environment required

Working knowledge of wireless technology and mobile environment required

Work on special projects and laptop software configuration

Respond to requests and incidents by phone, email, support queue, on-site visits, or remote-control sessions

Remotely assist with new printers, desktops, and laptops

3 + Years Ticketing System Experience

3 + Years Technical Support Experience

Associates Degree or equivalent experience

IT Certifications A+, ITIL (preferred)

Previous machining education or experience

Good problem solving skills and knowledge of safety practices

Troubleshooting, diagnosing, and repairing IT-based hardware or software and network technology systems that provide broadcast and AV services

Performing maintenance and service calls on client sites as needed

Supporting Windows/Linux-based digital signage system to ensure playback functionality

Supporting on-site installation of systems by working with client IT organizations or services

Experience working with non-technical customers or clients of various skill level

3+ years' related experience assisting with the implementation, maintenance, and upgrades to hardware and software of an organization's IoT

Experience with firewalls and Active Directory configuration

Experience Implementing, administrating, and troubleshooting audio or video infrastructure devices

Knowledge of computer networking fundamentals (LAN, WLAN, DNS, etc.)

Managed Windows-based workstations, desktops, servers, or VMs

Experience working with non-technical customers or clients of various skill level

3+ years' related experience assisting with the implementation, maintenance, and upgrades to hardware and software of an organization's IoT

Experience with firewalls and Active Directory configuration

Experience Implementing, administrating, and troubleshooting audio or video infrastructure devices

Knowledge of computer networking fundamentals (LAN, WLAN, DNS, etc.)

Managed Windows-based workstations, desktops, servers, or VMs

Experience working with non-technical customers or clients of various skill level

3+ years' related experience assisting with the implementation, maintenance, and upgrades to hardware and software of an organization's IoT

Experience with firewalls and Active Directory configuration

Experience Implementing, administrating, and troubleshooting audio or video infrastructure devices

Knowledge of computer networking fundamentals (LAN, WLAN, DNS, etc.)

Managed Windows-based workstations, desktops, servers, or VMs

Manage tasks ensuring that service level agreement and key performance indicators are met, redirecting if/when needed to the appropriate team.

Work closely with service desk managers and supervisors to ensure they are kept updated with key information

Bachelor’s Degree in IT or relevant work experience

MTA, MCSA, CCNA, ITIL Foundations, and/or ITIL Practitioner certifications preferred

Strong oral and written communication skills

Creative and effective problem solving skills

SPECIAL REQUIREMENTS, LICENSES AND CERTIFICATIONS:

Efficiently manage the employee loaner device check-out program, ensuring proper tracking and accountability of loaner devices to support inventory efforts.

The ideal candidate will have an associate degree or higher-level degree in computer science or equivalent work experience.

Excellent communication and interpersonal skills, able to describe complex technical issues to college community members with varying degrees of technical skill.

IT certifications - Hardware and/or Software certifications

A cover letter which specifically describes how you meet each QUALIFICATION

(include education, experience, special skills, licenses, and/or certifications required.)

Working knowledge of Adobe Illustrator, InDesign, and Photoshop, as well as CAD/CAM applications, is a plus

Working knowledge of LAN/WAN environments, TCP/IP, DNS, DHCP, switches, routers and other network devices

Effective organization and planning skills and ability to prioritize work on multiple projects with high attention to detail

Proven analytical and problem-solving abilities

Provide support, break-fix/hardware repair, and troubleshooting of IT deployed equipment, smartphones, networks, printers, phone systems, and software installations

Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.

Develop service delivery knowledgebase to include fact sheets, tutorials, and FAQs.

Provide on-site remote hands for vendors and engineers as required.

Associates Degree or equivalent work experience required. Bachelor's Degree or equivalent work experience preferred.

Minimum 1-3 years of experience in Information Technology service delivery.

Experience with Windows operating systems and M365 Office productivity suite.

Keen attention to detail with excellent time management & organisation skills

Working with the Infrastructure Change Management team to record and execute operational changes

Uses desktop management systems software and appropriate analysis equipment to collect data, model performance, and create reports, including proposals for improvement.

Manages timely and effective handling of enquiries and requests for guidance

Excellent customer service and engagement skills and ethos is a must

Career experience in Manufacturing, Engineering or Supply Chain business environments.

Email Administration with mid-level of user management including configuring new accounts, password resets, and troubleshooting user login, profile, and permission issues

High-level experience and knowledge of Windows and Mac operating systems

Experience in troubleshooting Remote Desktop Services and VPN

Experience with desktop operating systems

Virtualization Administration and architecture knowledge such as rebooting virtual machines, allocating necessary resources, and maintaining the hypervisor

Experience with M365 and ConnectWise

Excellent time management and planning skills

Utilize the ITSM solution to receive, update, and resolve support requests, maintain asset inventory, and participate in change management.

Experience working in a higher education setting

Create and maintain online documentation for knowledgebase and internal knowledge transfer.

At least 3 years’ experience providing end-user computer support

ITIL Service Lifecycle Certification or HDI Support Certification

AA in IT related field or IT certification or 1 year of experience working in a technical environment.

Provide remote help desk support via phone and/or in-person.

Update company Knowledge base (Confluence) with technical documentation and solutions

Help maintain and administer Microsoft Intune environment and devices in endpoint manager.

Experience installing, upgrading, and repairing desktops or laptops running MS operating systems.

Experience with smart phones, tablets, and other technical equipment.

Requirements (education, Experience, Certifications, And Other Skills)

Utilize technical skills, historical records, knowledgebase, tools to analyze and diagnose customer issues

Basic understanding of cyber security fundamentals and best practices including identity and access management

Experience providing remote support via phone and chat (Preferred, not required)

Provide front line technical support to employees via calls, chat, email, and remote support.

Collaborates regularly with the Technology teams to resolve technical issues and continually improve the technology experience for all our employees

Install software via Active Directory or System Center Configuration Management (SCCM). Provide remote support via GoToAssist, and SCCM.

Minimum Experience / Accountabilities:5 to 7 years' IT experience.

Must have strong functional knowledge; take ownership of skills, knowledge, and relationships needed to perform the job.

5 years Experience in Desktop and/or Service Desk Support.

Must demonstrate excellent customer service, written & verbal communication skills.

Work closely with internal and external support teams to create workflows that enhance and streamline the customer support experience.

Familiarity with IT service management tools, such as ConnectWise, Autotask, or ServiceNow

Provide technical support to clients via phone, email, remote tools or onsite when needed

Bachelor's degree in Computer Science, Information Technology or related field, or equivalent experience

2+ years of experience in a technical support or service technician role, preferably in an MSP environment

Excellent technical skills in hardware, software, and networking

Strong communication and interpersonal skills

Candidate must possess excellent written/verbal communication and outstanding customer service skills.

Experience CCTV and IT and IP networks a plus.

CCNA, A+ and Network+ certifications a plus.

4 plus years’ experience with fire alarm, access control, security intrusion, sound and communications systems (preferred not required).

A good working knowledge of computers is necessary.

Ability to work flexible hours including weekends to meet customer requirements.

1-2 years of relevant experience (school/internship experience will be considered!)

Strong working knowledge of ITIL process

Degree in CS, IT, or related field preferred

Ability to work onsite in LIC (Queens)