Help Desk Team Leader

Our company:

With over 23 year’s experience as an IT Support/Managed Services & Security Provider and Cloud Services Integrator, Fusion Technology Solutions is serious about combining business and technology. Serving SME’s in the North Bay, we partner with our clients to help them maintain a healthy computer network environment in Data, Cyber Security, Wireless, Video, Backup and other IT Services, enabling their business success.

Your Role:

Under the direction of the Operations Assistant, this position will oversee a team of front-line IT Support Technicians responsible for providing a wide array of technology services. The Help Desk Lead IT Technician is responsible for day to day Help Desk operations for all Help Desk technicians and assists with or completes level 2 or other assigned tickets as needed and performs related duties as assigned.

• Provides input in selecting, training and providing day-to-day lead work guidance and direction to front-line IT Support Technicians; assigns, schedules and monitors work for completeness, accuracy and conformance with company requirements; monitors workflow to ensure deadlines are met. Provides information, instruction and training on work procedures.
• Provides feedback to the Operations Assistant on employee work performance and behavior.
• Receives, records, organizes, assigns, prioritizes, and responds to Help Desk tickets, end-user walk-ins and emails regarding technology related problems and provides follow-up support until issues are resolved; identifies chronic/recurring problems, performs root-cause analysis, and works with team members to find solutions for reducing or eliminating issues.
• Assists IT Support Technicians with escalated situations and more complex issues.
• Communicates with vendors as needed to identify and resolve technical issues.
• Works collaboratively with staff to identify and implement standards for customers specific technology support such as average response time, end-user satisfaction, and number of problems resolved within a given period; develops best practices and fosters a continuous improvement of support services.
• Maintains detailed inventory records of hardware, software and computer-related equipment using asset tracking and management systems.
• Provides input and recommendations on hardware specifications required to meet the computing needs of end users.
• Creates and maintains a variety of documents including configuration information, installation procedures, standard user instructions.
• Participates in professional development activities and encourages these for the rest of the team.

OTHER DUTIES

• Attends various company meetings when required.
• Remains aware of rapidly changing technologies and trends in hardware and software support, troubleshooting and automation technologies.
• May need to go to customer sites for various IT related activities.
• Performs related duties as assigned.

SUPERVISORY RESPONSIBILITIES:

The Help Desk Lead IT Technician will supervise a team of IT Support Technicians and will mentor and advise team members on issue resolution, service provisioning, and how to effectively manage and support technology and network infrastructure.

The ideal candidate will have:

Must have worked for a Managed Service Provider before with at least 3 year experience in this type of IT business. At least 5 years PC, Server troubleshooting/repair experience. Has been in a supervisory position before, preferably running a Help Desk or similar scenario.

QUALIFICATION(S):

• An associate degree in computer information systems, computer science, information technology, computer engineering or a closely related field, and at least five years of progressively responsible experience in providing customer support services to computer end users in a local area network (LAN) environment;
• Effective organizational skills to manage concurrent assignments, priorities, and projects in an occasional demanding customer environment.
• Ability to develop and maintain professional relationships with co-workers and vendors.
• Maintain a customer-focused attitude dedicated to helping the company meet its strategic objectives.

CORE COMPETENCIES:Core competencies identify the behavior an employee is expected to demonstrate.

Knowledge, Skills, and Abilities:

Knowledge of:

• Extensive knowledge of desktop hardware, software, and peripherals.
• Help desk functions, policies, and procedures (AutoTask or Connectwise experience preferred)
• Advanced problem resolution and technical support services for end users in the operation and use of computers, peripheral equipment, and various network connections.
• Best practices, methods and equipment used in troubleshooting and determining the causes of system, computer, application and hardware problems and device errors and failures.
• Tools, equipment, and safety practices used in maintenance and repair of computers and peripheral equipment.
• General knowledge of voice, video, storage, and data networks.
• Security best practices to ensure protection against potential threats such as viruses, malware, and spam.
• Effective customer service practices and etiquette.
• Current trends and developments in computer and network technology.
• Documentation procedures and recordkeeping and report preparation techniques.
• Methods and practices of developing and providing user training.
• Proper English usage including grammar, spelling, and punctuation.
• Safety policies and work practices applicable to the work being performed.
• Principles and practices of employee work guidance and direction.

Skills and Abilities to:

• Assist Service Coordinator with triage and direct high-volume work-ticket requests.
• Troubleshoot, diagnose, and resolve complex and sometimes ambiguous computer software and network connectivity problems and failures.
• Utilize diagnostic test procedures and equipment.
• Provide prompt and appropriate technical support service to both end users and support team members.
• Obtain accurate and complete information from end users, in person and by telephone, to identify needs and problems and develop responses and solutions.
• Maintain accurate inventory of computer hardware and software components.
• Write instructions in a manner that can be understood by end users with diverse levels of computer literacy.
• Prepare clear, concise, and accurate systems documentation and reports of work performed.
• Analyze problems, evaluate solutions, and recommend or adopt effective courses of action in accordance with established policies and procedures.
• Set priorities and exercise sound judgment within areas of responsibility.
• Understand, interpret, explain, and apply policies and procedures.
• Communicate effectively, both orally and in writing.
• Understand and follow written and oral instructions.
• Operate a computer and use standard business software applications.
• Establish and maintain effective working relationships with all those encountered in the course of work.

LICENSES, CERTIFICATES AND OTHER REQUIREMENTS

A valid California driver's license and the ability to maintain insurability.

PHYSICAL AND MENTAL DEMANDS

The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class.

Physical Demands

While performing the duties of this class, employees are regularly required to sit; talk or hear, in person and by telephone; use hands repetitively to finger, handle, feel or operate standard office equipment; and reach with hands and arms. Employees are frequently required to walk, stand, stoop, kneel, bend, crouch ascend and descend ladders and stairs; must frequently lift and/or move up to 50 pounds and occasionally lift and/or move up to 100 pounds with assistance.

Job Type: Full-time