Lead End User Support Specialist

SUMMARY

The Lead End User Support will oversee internal and external Help Desk staff to ensure that end users are receiving appropriate assistance and support in a timely manner. This includes managing all procedures related to the identification, priority and resolution of end user support requests.

This is a hands-on position. The Lead End User Support will provide technical support including answering telephones, communicating with users and vendors, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware, and installing new software on clients' machines. This role requires responsiveness, great customer service, and the ability to prioritize along with excellent verbal and written communication skills. This position works closely with the IT Operations Manager for support on metrics, coordination and escalations to ensure timely and reliable service. Customer service is the primary focus.

PRIMARY DUTIES AND RESPONSIBILITIES:

• Help Desk Leadership:
  • Monitor the day-to-day support needs of the organization and ensure the team is meeting all SLA expectations.
  • Train, mentor, and lead the Help Desk team at all skill levels. Plan and conduct performance appraisals of the Help Desk staff.
  • Creation and execution of long-term Help Desk strategy. Plan, coordinate, and manage the activities of the Help Desk team with an ongoing focus on enhancing customer relationships.
  • Participate in the hiring process.
  • Investigating, understanding, and responding to client feedback. Provide feedback regarding service failures or end-user concerns.
  • Prepare and present status reports for different audiences on a regular schedule. Ensure adequate coverage needs are met by coordinating staff time off requests.
  • Partner with department managers to understand and develop strategies to improve service.
  • Coordinate Help Desk team projects that are associated with IT related initiatives.
  • Be mindful of role as "public relations" arm of the IT Department and dispense information accordingly.
  • Log all Helpdesk calls in the incident tracking system, creating accurate, succinct entries and escalating when necessary. Monitor and follow-up on all assigned tickets in the incident tracking system, ensuring timely proper resolution, customer contact and satisfaction. Effectively escalates company issues and follows-up to make sure they are taken care of promptly.
• AV: Maintain and support the corporate AV infrastructure. Support the web conferencing needs of the company by acting as a liaison to the needs of the organization.
• Telecommunications: Maintain and support the corporate phone system. Maintain and administer the corporate cell phones. Analyzing corporate wireless plan invoicing and traffic patterns to determine accuracy and calling plan efficiency
• Provide off hours support as necessary to support hardware or application problems.
• Additional projects as assigned.

EDUCATION/SPECIAL SKILLS/EXPERIENCE/TRAINING:

• Bachelor's degree in Information Technology or related field with 5 years of relevant IT helpdesk support experience, or an Associate's degree with 7 years of experience.
• 5 years of relevant IT helpdesk support experience required
  • 5 years On-Site Helpdesk Support
  • 5 years supporting Microsoft Windows
  • 5 years experience supporting Microsoft Office 365 Suite
  • 5 years experience upgrading and repairing desktop and/or laptops
  • 5 years on experience supporting anti virus software
• Knowledge of Cisco phone systems
• Knowledge of WebEx and Cisco WebExRoom Kits
• Maintains knowledge required to perform the position.
• Exceptional software problem-solving and analytical abilities, resourcefulness, and attention to detail.
• Possess excellent verbal and written communication skills to document the environment and with an ability to influence others.
• Substantial experience in working with/supporting Microsoft Office applications.
• Demonstrated ability to work effectively as a team member.
• Ability to embrace change and support technology initiatives.
• Confidently manage workflow and customer requests in a timely manner without sacrificing quality is essential to our success.
• Strong sense of job ownership.
• Organized, motivated and able to prioritize and multi-task.
• Ability to teach as well as direct customers.
• Empathize with the user and strive to meet the customer's need by providing accurate and definitive solutions, such as best practices or alternatives in order to help keep the customer productive.
• Knowledge and experience with Microsoft Operating Systems, Handheld Data Devices (iPhones, Android phones)
• Ability to collaborate and gain the respect, trust, and confidence of the organizations staff.
• Provide technical expertise for and participate in contract negotiations with vendors.
• Provide recommendations that minimize costs associated with improvements, upgrades, or modifications within the current infrastructure.
• Manage organizational laptop budget ensuring budget is adequately funded
• <5% Travel
• May be required to lift 50 lbs