Help Desk Technical Lead

Help Desk Technical Lead

18 May 2021
Pennsylvania, York, 17401 York USA

Help Desk Technical Lead

Vacancy expired!

The Help Desk Technical Lead position requires a skilled professional with excellent communication and organization skills. The position will perform high-level network support and training with strong customer-service based aptitude. This position requires the ability to work in a fast paced, changing environment and maintain a high level of professionalism, courtesy, customer service and ethics.

Essential Duties and Responsibilities
  • Provide high-level IT support, assistance and troubleshooting, either on-site or through remote desktop platform, in the following areas:
    • Servers
    • Switches
    • Firewalls
    • Endpoints
    • Cloud solutions including Office 365
    • Virtual Infrastructure
    • Backup Solutions
  • Anti-virus / Malware protection
  • Daily collaboration with the Help Desk
  • Identify and provide technical training for the Help Desk, including working with the engineering team on client specific items.
  • Updating and maintaining Help Desk knowledge base
  • Daily Backup Review
  • Mentoring others
  • Back up the RMM and Automation Engineer
  • Other duties as assigned

  • Integrity and Trust – is widely trusted; is seen as a direct, truthful individual; can present the unvarnished truth in an appropriate and helpful manner; keeps confidences; admits mistakes; doesn’t misrepresent him/herself for personal gain
  • Functional/Technical Skills – has the functional and technical knowledge and skills to do the job at a high level of accomplishment
  • Self-Development – is personally committed to and actively works to continuously improve him/herself; understands that different situations and levels may call for different skills and approaches; works to deploy strengths; works on compensating for weakness and limits
  • Time Management – uses his/her time effectively and efficiently; values time; concentrates his/her efforts on the more important priorities; gets more done in less time than others; can attend to a broader range of activities
  • Problem Solving – uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers
  • Customer Focus – is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect
  • Composure – is cool under pressure; does not become defensive or irritated when times are tough; is considered mature; can be counted on to hold things together during tough times; can handle stress; is not knocked off balance by the unexpected; doesn’t show frustration when resisted or blocked; is a settling influence in a crisis
  • Peer Relationships – can quickly find common ground and solve problems for the good of all; can represent his/her own interests and yet be fair to other groups; can solve problems with peers with a minimum of noise; is seen as a team player and is cooperative; easily gains trust and support of peers; encourages collaboration; can be candid with peers
  • Comfort Around Higher Management – Can deal comfortably with more senior managers; can present to more senior managers without undue tension and nervousness; understands how senior managers think and work; can determine the best way to get things done with them by talking their language and responding to their needs; can craft approaches likely to be seen as appropriate and positive
  • Communications – is able to write and speak clearly and succinctly in a variety of communication settings and styles; can get messages across that have the desired effect; has the ability to document work
  • Must be able to lift up to 50 pounds

Education, Qualifications & Experience
  • Degree in computer/technical related field or equivalent experience
  • Minimum five (5) years of advanced experience with one or more of the following:
    • Configuration, installation and troubleshooting of routers, switches and firewalls (Cisco preferred)
    • Microsoft OS for servers and workstations
    • e-mail servers, ISP’s, network monitoring tools and TCP/IP protocols
    • Virtualized infrastructure
  • Advanced certifications: Cisco CCNP, Microsoft MCSA, MCSE or VMware VCP or the ability to obtain within six months of hire
  • Experience configuring Active Directory, GPOs, DNS, DHCP, WSUS, VPN, ACLs and firewalls
  • Broad experience with backup solutions, wireless and other brands of network hardware, such as HP, Dell or IBM
  • Current state issued driver’s license, clean driving record, reliable transportation and proof of valid auto insurance

Together We Are BIG
If you were to ask the CEO of BIG what the biggest asset of the company is, he’ll tell you it’s the employees. We pride ourselves in not only our corporate culture, but more importantly, our people. Everyone works together to demonstrate and meet our core values – what our culture revolves around.
Join our mission in providing leadership to the IT industry by bringing safe, reliable and understandable solutions to clients – all while growing on a personal and professional level.
Together, we create a great team.

Awards & Recognition:
  • Best Places to Work in PA: 2017, 2018, 2019, 2020 (Central Penn Business Journal)
  • Reader Ranking Awards, (Central Penn Business Journal)
  • Top Winner – Software Development Company (2019)
    Top 3 IT & Tech Support Companies (2018, 2019, 2020)
    Top 3 Data Management and Protection Companies (2019, 2020)
    Top 3 Cybersecurity Companies (2020)
    Top 3 Software Development Companies (2020)
  • Top 250 Private Companies in Central PA, 2018 (Central Penn Business Journal)
  • Company Benefits:
  • Competitive Compensation
  • Health Benefits: Medical, Dental, Vision
  • 401K Including Company Match
  • Profit Sharing
  • Flexible Spending Account
  • Professional Development and Certifications
  • What Our Team Has to Say About BIG.
    “What I like most about BIG is the people. It’s hard for me to believe I’ve been at BIG for 17 years and I think my fellow employees have a lot to do with that.”
    Sheridan Palmer
    “The best part about BIG is that every day is different and I work with some pretty amazing people.”
    Andrea Shue
    “The people who work for BIG is what I like most. They are a talented group of people I am so proud to be associated with.”
    Ken Jones

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