| Title: Lead HelpDesk / Desktop Technician - Team Lead
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| Location: Golden, CO
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| Job Type: Contract
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| Compensation: per Hour
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| Reference Code: 950740-WQG
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Description: Our client is seeking a Lead HelpDesk / Desktop Technician - Team Lead. This person will be responsible for supervising and leading the Help Desk / Tech Support Team.
Key Responsibilities Include:
- Supervise / Lead the Technical Support team
- Mentor, coach and train Helpdesk Technicians ensuring that their technical and customer service skills meet departmental standards
- Develop, monitor, and refine capacity plans, key indicators, and performance measures to improve productivity and quality
- Ensure that your team is meeting and exceeding the departmental standards. Perform monthly QA evaluations on team members. Monitor team results and adjust as needed to ensure users SLA's are met
- Identify critical user service issues and report to the IT Manager
- Ability to perform all tasks of Senior Help Desk Analyst role. Provide Helpdesk and Deskside support troubleshooting, response, and resolution
- Windows 2000/XP, Active Directory, Windows 2003/2000 Server
- MS Office 2007/2003/2000, Word, Excel, PowerPoint, Visio
- Outlook / Exchange
- Desktop / Laptop / Printer Hardware support
TrackIT Help Desk Software:
- Resolve help desk requests as necessary
- Monitor TrackIT for performance and reliability
- Troubleshooting issues
Video Conferencing:
- Monitors requests for video conferences in TrackIT
- Setup video conferences
- Maintain and Troubleshoot video conferencing equipment
Software Imaging:
- Builds, maintains, and deploys standard desktop configuration images
New Technologies:
- Acts as desktop integration specialist for new technologies
- Acts as a backup to Help Desk Coordinator
New workstations and laptops:
- Image and deploy new equipment
Inventory Management:
- Maintain all inventory policy and procedure documentation
- Maintain and perform inventory excess procedure and documentation
- Ensure all inventory is accounted for
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Requirements: The skills, experience, and education required for this position include the following:
- 1-3 years of experience Supervising / Leading a Technical Support team
- Mentor, coach and train Helpdesk Technicians ensuring that their technical and customer service skills meet departmental standards
- Develop, monitor, and refine capacity plans, key indicators, and performance measures to improve productivity and quality
- Ensure that your team is meeting and exceeding the departmental standards. Perform monthly QA evaluations on team members. Monitor team results and adjust as needed to ensure users SLA's are met
- Identify critical user service issues and report to the IT Manager
- Ability to perform all tasks of Senior Help Desk Analyst role
Provide Helpdesk and Deskside support troubleshooting, response, and resolution
- Windows 2000/XP, Active Directory, Windows 2003/2000 Server
- MS Office 2007/2003/2000, Word, Excel, PowerPoint, Visio
- Outlook / Exchange
- Desktop / Laptop / Printer Hardware support
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