Address
SalaryFairport, NY, US
16 days ago
Requisition ID: 1292
Salary Range:
$58,000.00 To 87,000.00 Annually
HELPDESK LEAD
This position plays a key role in maintaining/improving CPL’s Helpdesk performance, providing leadership and hands-on technical support for every branch.
The Helpdesk Lead applies their forward-thinking technical expertise toward the colossal task of leading CPL’s systems by triaging and assigning trouble tickets as appropriate from every office. Reporting to the Technology Project Manager, you lead the effort to develop and implements Service Level Agreements (SLA) for Helpdesk standards; address critical IT issues with great care and immediacy and foster communication between IT management and other team members to meet objectives in a timely manner. A leader, teacher, thinker and visualizer, you combine your passion for analytics and database management with your ability to consolidate and condense information to support the entire CPL team. CPL is a growing company and this role is key to IT efficiencies needed to be successful.
WHAT YOU BRING TO THE TABLE
- You have exceptional interpersonal and customer service skills, communicating effectively both verbally and via written correspondence.
- You’re inherently analytical, with strong creative problem-solving and organizational capabilities You have thorough concept of SLA’s and Helpdesk software workflow.
- You have a robust understanding of modern versions of Windows OS application installation as well as Office 365 and other business applications, with the ability to train and assist users on those applications.
- You have a thorough understanding of networking concepts and physical network connectivity.
- You earned an AS in computer science or have at least three (3) years of experience in Helpdesk Lead and technical support.
- Experience with A&E applications is a major plus.
CORE DUTIES
- Fully responsible for Helpdesk Ticket requests by triaging and assigning all tickets appropriately based on issue and techs capabilities even if that is to assign tickets to yourself.
- Develop Knowledgebase articles for IT Team and customers to access and utilize in their effort to quickly resolve common issues.
- Develop monthly KPI’s to show helpdesk performance levels to upper management.
- Handle on boarding and offboarding of CPL staff including accounts, and assuring hardware and software is coordinated with others for both provided and returned.
- Assist with duties of the System Administrator to balance load with Helpdesk.
- Foster communication between the user community and IT management to help meet CPL's strategic goals.
- Periodically travel to other CPL offices as required.
- Occasionally answer user requests and address critical IT issues outside of normal business hours.
- Perform other duties as assigned by the Technology Project Manager and IT Director
CORE COMPETENCIES
- Customer Focused
- Process Focused
- Collaborates
- Communicates Effectively
- Instills Trust
WHAT WE OFFER: CPL cares about your future with us! That’s why we offer the following benefits to you and your family:
- Internal Mobility & Career Advancement
- Healthcare for you and your family including spouse coverage: Medical, Dental, Vision & Prescription insurances. Single Plans with 100% paid premium
- Flexible Time Off + 8 Holidays a year
- Retirement Savings Plan - Contribution from CPL to grow your retirement funds.
- Tuition Assistance: You may be eligible for continuing education assistance.
- Student Loan Assistance Program: CPL will contribute up to a maximum of $100 a month for 5 years ($6,000 total) towards student loan debt.
- Licensure Assistance
- Long-Term Disability Insurance Company/team member premium sharing
- Flexible Spending Account $5,000 dependent childcare annually paid 100% by team member pre-taxes.
- FREE Life Insurance and AD+D Insurance
- Voluntary Short-Term Disability Insurance
WHAT DOES LOOK LIKE WORKING HERE? We believe that building a strong community is about establishing a prevailing sense of fellowship among our team members, friends, and neighbors.
- Collaboration – working with others towards the best solution, placing great emphasis on the collective wisdom of our internal teams.
- Family – celebrating others’ successes, genuinely caring about the happiness and well-being of our team members and recognizing their own families as extensions of the CPL family.
- Fun – not taking oneself too seriously, fully understanding that fun at work is conducive to productivity.
- Inspiration – contributing to an uplifting workplace that facilitates growth and success by maintaining a positive, upbeat attitude.
- Integrity – doing what is ethically right and providing reliable follow-through on commitments.
- Ingenuity – seeking new opportunities and consistently identifying unexpected and practical ways to solve problems.
The rate for this position generally ranges between $58K -87K annually. This range is a good faith estimate provided pursuant to the New York Pay Transparency Law. It is based on what a successful New York applicant might be paid and assumes that the successful candidate will be in New York or perform the position from New York. Similar positions located outside of New York will not necessarily receive the same compensation. Actual pay rates may vary from the range, as permitted by New York Equal Pay Transparency Law. Compensation offers will be based on various factors, including operational needs, individual education, qualifications and experience, work location and comparison to employees already in the role, as well as other considerations permitted by law. A potential new employee's pay history will not be used in compensation decisions.
CPL does not accept unsolicited resumes from recruiting professionals or agencies, nor do we accept resumes from any source that does not reference a specific, open position. CPL will not be responsible for any fees arising from the use of resumes submitted by recruiting professionals or agencies that do not have a current placement fee agreement with CPL. All initial communication with recruiting professionals or agencies must go through our Talent Acquisition Team.
