Help Desk Lead

Help Desk Lead

05 Mar 2024
Arkansas, Little rock, 72201 Little rock USA

Help Desk Lead

Vacancy expired!

Position Summary
The Help Desk Lead’s primary responsibility is the overall performance and success of the Help Desk team. In this position, they will oversee and lead the Help Desk and the performance of our Tier 1 and Tier 2 support staff that provides support to clients on a day-to-day basis. As the Help Desk Lead, they are responsible for ensuring that our client’s expectations are not only met but exceeded.
Looking for an individual that is excited about working for a company that is growing with a great culture. Highest Expectations in Quality, Excellence through Innovation, Accountability through Ownership, Resilience without Compromise, Teamwork with Results.
Work Schedule
Forty plus hours per week, Monday through Friday. From time-to-time the number of hours per week may vary to meet and project deadlines and weekend work will be necessary to support stakeholders.
Qualifications/Specifications

  • Education: High School Diploma, GED or equivalent combination of education and experience is required. Bachelor’s degree is preferred.
  • Licensure: None required.
  • Experience:
    • 3-5 years of previous experience as a Help Desk Technician

      .
    • At least three (3) years of previous experience as a supervisor required; other IT management experience will be considered.
  • Essential Technical/Motor Skills: Experience with Active Directory, DNS, DHCP, and Group Policy. Microsoft Windows server and client administration (Windows 2012 and Windows 2016), Microsoft Exchange Server, SQL Server, O365, Microsoft Teams, SharePoint Server, VMware, VDI. Networking (TCP/P, LAN/WAN, Wireless, etc.) Also experience with ServiceNow is preferred
  • .

    Interpersonal Skills: Able to interact in a culturally diverse environment and participate and respond in a collaborative, professional manner.
  • Essential Physical Requirements: Able to lift, position and transport computer and telecommunication equipment and peripherals; majority of time standing and walking.
  • Essential Cognitive Abilities: Able to read, write and comprehend instructions at a college level.
  • Essential Sensory Requirements: Able to troubleshoot, evaluate and repair computers and telecommunications systems and peripherals using audible and visual indications.
  • Exposure to Hazards: Exposure to blood borne pathogens, high ambient noise (between 85 and 105 decibels) and colder temperatures (between 50 and 60 degrees Fahrenheit).
  • Other: Understands the mission and vision of the hospital. Operates within the concept of patient focused care. Evolves into an effective team member. Must adhere to dress code; good grooming and personal hygiene habits; and strict adherence to attendance policies. Maintains knowledge of and conforms to hospital policies and procedures.
Primary Duties
  • Leads the Help Desk team to ensure the effective resolution of customer service requests, incidents, calls and interactions while always maintaining a high level of customer satisfaction.
  • Recruit, train and support help desk representatives and technicians.
  • Identify Help Desk areas of improvement or focus.
  • Provide technical assistance and support for incoming queries and issues related to computer systems, software and hardware.
  • Utilize the Help Desk ticketing system to track, route and escalate problems to the correct resources.
  • Define Help Desk KPIs focused on SLA commitments and produce monthly and quarterly dashboards outlining ticket trends
  • Review ticket trends and proactively seek out innovative solutions to lower tickets and improve stakeholder value from Help Desk
  • Serve as an escalation point for all requests and incidents.
  • Facilitate gathering Root Cause Analysis on issues to prevent future issues
  • Ensure that customers receive timely updates on incidents.
  • Maintain adequate documentation for audit and internal control purposes.
  • Performs preventative maintenance; checking and cleaning of workstations, printers and peripherals
  • New/Exit user duties including buildouts, account creation and account termination.
  • Required to participate in a rotating on-call schedule
  • Follow up with internal users, provide feedback and see problems through to resolution. Utilize excellent customer service skills and exceed customers’ expectations. Recommend procedure modifications or improvements if necessary.
  • Perform other tasks as assigned.
  • Key Relationships
  • Maintains positive relationships with internal customers. Is effective in interacting with others and problem-solving.
  • Maintains positive relationships with external customers. Is effective in interacting with others and problem-solving.
  • Proactive in meeting customer’s needs. Responds promptly to customer needs or requests.
  • Keeps Director informed of problems and recommends solutions.
  • Participates in education/development of peers and other staff.
  • Initiative
  • Develops specific work plans and due dates.
  • Follows through on planned assignments within assigned timeframes.
  • Effectively prioritizes assignments.
  • Demonstrates a willingness to accept extra assignments.
  • Adjusts to change, work pressures or different situations without undue stress.
  • Demonstrates skill in developing improvements in work methods.
  • Effective in cost control and resource utilization.
  • Professionalism
  • Adheres to dress code, conduct and attendance policies.
  • Accepts both positive and negative constructive feedback.
  • Attends at least 80% of in-services and departmental meetings.
  • Demonstrates a supportive/positive attitude toward the hospital and fellow employees – is a positive team member.
  • Expresses self in an organized, comprehensive, articulate and concise manner.
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    Job Details

    • ID
      JC10643252
    • State
    • City
    • Job type
      Permanent
    • Salary
      $60,000 - $80,000
    • Hiring Company
      GHR Technology
    • Date
      2021-02-24
    • Deadline
      2021-04-25
    • Category

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