IT Helpdesk Lead - Philadelphia PA

Job Description
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The IT Helpdesk Lead position is a leadership position responsible for overseeing and delivering efficient and effective technical support to endusers within the organization. This role involves troubleshooting and resolving hardware and software issues maintaining IT infrastructure and assisting in the implementation of IT projects.
This position is essential to establishing and improving the company enduser support processes overseeing 23 other support technicians establishing best practices for IT ticket response and resolution and participating as a leader in the larger IT organization.
The ideal candidate will have a strong technical background excellent problemsolving skills and the ability to work independently and as part of a team. Supports IT department staff to provide helpdesk support to employees respond to queries and diagnose and resolve enduser incidents. Serves as the leader of a team of support technicians for end users seeking technical assistance in person or via email and phone and fills as the network support technician in the helpdesk role. Configures and deploys enduser computers peripherals and handheld devices.

DUTIES AND RESPONSIBILITIES
Primary:
Lead the helpdesk by implementing ITIL and other support best practices and mentoring / growing the skillsets of the Helpdesk resources
Lead the provision of level I thru III support for ITrelated issues including hardware software network and peripheral devices.
Implement document and track support requests using the IT ticketing system ensuring timely resolution and communication with endusers.
Participate in IT projects including hardware and software upgrades migrations and new technology implementations.
Maintain knowledge of current IT trends technologies and best practices. Respond to enduser helpdesk queries and must be available outside of normal working hours when scheduled with the possibility including weekends
Ensure full accounting for and management of IT assets in the company and build a plan for scalable asset support going into the future.

Oversee the aspects of Onboarding new employees including:
Active Directory / Azure Active Directory accounts and groups
Microsoft Exchange email inboxes
Duo twofactor authentication profiles
Adobe accounts
PreVeil encrypted email and storage accounts
Oversees twofactor authentication 2FA) enrollment and mobile device management (MDM) enrollment
Manages user permissions in local and cloud environments
Coordinates newemployee technology onboarding training
Secures devices for sensitive data use according to standards requirements and regulations
Secondary:
Prepares deploys and inventories laptop and desktop workstations mobile phones and kiosk tablets
Provide training and support to endusers on various software applications and IT tools.
Assist with the deployment and maintenance of IT infrastructure including servers networks and storage systems.
Assist in the development and implementation of IT policies and procedures.
Assists with general management of network infrastructure hardware
Configures and organizes Active Directory Organizational Units (OUs) and Group Policy Objects (GPOs)
Administrates Microsoft SharePoint Online site
Contributes to development of cloud applications and systems
Writes documentation for systems and processes and publishes user guides

EDUCATION:

Required: Bachelors degree in information technology Computer Science or a related field (or equivalent experience and certification).
Preferred: ITIL Certification Microsoft certification (any). Relevant certifications such as CompTIA A Network or Microsoft Certified Professional (MCP) are a plus.

QUALIFICATIONS:
Required:
Minimum 5 years of experience leading a team of support technicians
Familiar with DOD DFARS and other defense related IT requirements
US Citizenship
Excellent communication and interpersonal skills.
Strong problemsolving abilities and attention to detail.
Ability to work independently and manage and delegate multiple priorities in a fastpaced environment.
Competence in troubleshooting diagnosing and resolving basic technical issues and mentoring others in doing the same
Understanding of Windows computer systems
Experience as a helpdesk technician or other customer support role
Experience with Microsoft 365 office applications and services
Working knowledge of Active Directory and Group Policy
Basic technical understand and experience with networking technologies
Awareness of basic cyber security principles i.e. password safety and twofactor authentication.
Experience imaging and deploying laptops in a network environment
Ability to pass background screening
OSHA /10 safety training required provided by Rhoads having an uptodate OSHA/10 or greater is a plus.

Preferred:
Working knowledge of Microsoft SharePoint Online Microsoft Teams and Microsoft OneDrive
Minimum of 10 years of experience in Information Technology Computer Science or another relevant field.
Understanding of iOS mobile devices
Experience with various wireless computer networking technologies
Understanding of basic programming fundamentals
Beyondbaseline cyber security understanding
Familiarity with MDM technologies
PHYSICAL DEMANDS:
The performance of this position involves exposure to construction or industrial areas where the use of personal protective equipment such as safety glasses hard hats and hearing protection is required.
Some physical activity is required such as lifting and moving IT equipment.
May require occasional travel to other office locations.
Must be able to work in a variety of physical positions including sitting standing walking and driving
Rhoads Industries Inc. is an Equal Opportunity Employer making decisions without regard to race color religion sex sexual orientation gender identity national origin age veteran status and disability.




Pay Range: $90000 $116000 per year