IT Service Desk Lead

To oversee company applications along with our Service Desk team in providing exemplary technical support for employees. Activities include issues with domain access, printer and scanner, desktop and laptop support, etc. Will also be responsible for monitoring the security programs for potential virus and malware attacks. The ability to handle complex issues. Help train new employees in the Service Desk Department. Keep the inventory system (ServiceNow) up to date. The person will work with System Administrators to help analyze and resolve end user software program and connectivity issues.

Essential Duties and Responsibilities:

• Provides backup support for the administration of multiple applications.
• Using elevated security permissions to access servers to complete work.
• Guide a team of Service Desk Technicians on complex technical issues along with workload delegation
• Managing technical escalations and ensuring any issues are resolved in a timely manner
• Delegate specific service desk responsibilities to team members to create specialization and increase service delivery pace
• Troubleshoot and resolve complex technical issues.
• Help train new employees.
• Installing and configuring computer hardware, software, systems, networks, and printers.
• Fix and install security applications for potential virus and Malware attacks.
• Manage and update inventory system (ServiceNow).
• Ensure connectivity of all workstations.
• Administer and maintain end user accounts, permissions, and access rights.
• Perform network and security audits.
• Ability to produce management information reports
• Purchase IT software\Hardware
• Other duties as assigned

Education and Experience Requirements:

• High school diploma or equivalent required. Working towards a degree in the technical field of study is highly preferred.
• Hands-on software and hardware troubleshooting experience.
• At least 2 years working in Service Desk or application administration.

Knowledge, Skills, and Abilities Requirements:

• Elevated technical knowledge of PC and platform operating systems, including latest Windows OS.
• Strong technical knowledge of current systems software, protocols, and standards.
• Strong knowledge of local area network administration.
• Good understanding of the organization’s goals and objectives.
• Knowledge of applicable data privacy practices and laws.
• Ability to lift and transport moderately heavy objects, such as computers and peripherals.
• Strong written and verbal communication skills.
• Ability to conduct research into software issues and products as required.
• Ability to present ideas and solutions in user-friendly language.
• Highly self motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Ability to work in a team-oriented, collaborative environment.
• Overtime hours may be required to meet project deadlines or to address after hours system issues.
• Occasional inspection of cables in floors and ceilings.

TAB Bank Offers:

• Onsite Gym
• Tuition Reimbursement
• Paid Holidays
• Gym Reimbursement
• College Scholarships for Employees and Families
• 401(k)
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• I Made the Grade
• Holiday Club Program
• Medical, Dental, Vision, Life and AD&D, Voluntary Disability, Flex Spending & Dependent Care

TAB Bank will not sponsor applicants for work visas.