IT Lead Help Desk Technician
IT Lead Help Desk Technician
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Job Description
JOB TITLE: Lead IT Technician
DEPARTMENT: IT
REPORTS TO: Supervisor
FLSA STATUS: Non-Exempt
OUR GUIDING PRINCIPLES:
Make Every Interaction Count
Act with Respect and Integrity
Demonstrate Passion for Continuous Improvement
Be Worthy of Trust from all Stakeholders
OVERVIEW:
The Lead IT Technicians role is to provide supervisory oversight and act as the first point of support for the IT Technicians. This position is responsible for company-wide asset management tracking process improvements and providing a single point of contact for end-users to receive support and maintenance within the organizations Service Desk environment; including but not limited to installing diagnosing repairing maintaining and upgrading all PC hardware and equipment to ensure optimal workstation performance troubleshooting issues (in person by telephone with screen-sharing technology or via e-mail) in a timely and accurate fashion and providing end-user assistance where required. The Lead Help Desk Technician will work onsite from our Brunswick Maine facility to support onsite technology deployment and virtual technology deployment for other facilities. This is not a remote position.
ESSENTIAL FUNCTIONS:
Demonstrate ability to work in accordance with the SaviLinx Guiding Principles.
Manage a team of IT Help Desk staff across multiple locations to streamline seamless technology management throughout the company. Provide day-to-day performance-related feedback training and coaching to IT Technicians.
Draft and maintain IT Help Desk SLAs based on ITIL standards and assigned ticket priority.
Oversee the development implementation and administration of IT Help Desk staff training procedures and policies.
Maintain and update existing procedures create new procedures documentation and operational instructions in our organizations knowledge base.
Maintain an accurate asset tracking system and accurate assignments of assets of all IT assets including but not limited to all devices and spare components such as keyboards mice monitors etc.
Act as a liaison and primary point of contact between the IT Help Desk and other functions as needed.
Enforce IT Help Desk service levels agreements in consultation with IT Directors and end users to establish problem resolution expectations and timeframes.
Audit service tickets for correct assignment of user and device and accurate detail of reported issue root cause and detailed resolution.
Partner with internal security steering committee to ensure that the organizations endpoint and other requisite security policies are maintained communicated and followed by SaviLinx users.
Champion end-user security awareness initiative and training through helpdesk as an initial point of contact.
Work with the IT Directors to liaise with vendors for the procurement of new systems technologies oversee onboarding and resolve adaptation issues.
Oversee the deployment and redeployment of devices through Auto Pilot and joining Azure Active Directory.
Ability to troubleshoot analyze address and document technical-related problems faced by end-users of PCs laptops printers and other company-owned desktop computing resources.
Perform onsite analysis diagnosis and resolution of complex Service Desk problems for end-users and recommend and implement corrective solutions including offsite repair for remote users as needed.
Install configure test maintain monitor and troubleshoot end-user workstations and related hardware and software in order to deliver required Service Desk service levels.
Collaborate with system administrators to ensure efficient operation of the companys Service Desk computing environment.
Where required administer and resolve issues with associated end-user workstation networking software products.
Assist with credentialing and onboarding/offboarding of devices and entry level system admin responsibilities.
Assist in preparing maintaining and upholding procedures for logging reporting and statistically monitoring Service Desk operations as defined by the IT Director.
Assist IT Directors in developing long-term strategies and capacity planning for meeting future Service Desk hardware needs.
All other duties as assigned.
SUPERVISORY RESPONSIBILITIES:
This position has supervisory responsibilities.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
Communicating with others to exchange information.
Repeating motions that may include the wrists hands and/or fingers.
Assessing the accuracy neatness and thoroughness of the work assigned.
Travel may be required.
EXPECTED WORKDAYS/ HOURS:
The IT Technician must be available and willing to work as directed based on operational needs. On-call availability to accommodate the IT off-hours coverage plan may be required. The company reserves the right to change the expected workdays/hours with or without notice. This is not a remote position.
QUALIFICATIONS:
Associate degree in computer technology or related field and / or two (2) years of equivalent work experience. Certifications such as MCP A CompTIA A preferred.
Introductory knowledge of ITIL practices for IT Service Management.
Excellent technical knowledge of PC and Service Desk hardware including but not limited to Windows 11 desktops and laptops and some experience with Active Directory.
Hands-on hardware troubleshooting experience required.
Excellent technical knowledge of PC internal components including but not limited to troubleshooting of hard disk drives and power supplies.
Knowledge of networking cisco Fortinet equipment and firewalls and Customer Relationship Management (CRM) platforms such as ServiceNow a plus.
Experience with implementing Service Desk enterprise applications preferred.
Knowledge of Service Desk reporting dashboards and metrics tracking and implementing and maintaining SLAs with business units preferred.
Virtual Telephony platform experience such as Nice InContact and Five9 preferred.
Working technical knowledge of current protocols operating systems and standards including but not limited to Windows DNS DHCP TCP/IP etc.
Ability to operate tools components and peripheral accessories.
Able to read and understand technical manuals procedural documentation and OEM guides.
Experience with Auto Pilot Intune SaaS and basic knowledge of Azure and cloud environments.
Ability to conduct research into PC issues and products as required.
Effective interpersonal skills and relationship-building skills.
Strong written and oral communication skills.
Analytical and problem-solving abilities with keen attention to detail.
Self-motivated and directed with the ability to effectively prioritize and execute tasks in a high-pressure environment.
Experience working in a team-oriented collaborative environment.
Must be detailed oriented and meticulous and have user account credentialing experience.
OTHER DUTIES:
Please note this job description is not designed to cover or contain a comprehensive list of activities duties or responsibilities that are required of the employee for this job. Duties responsibilities and activities may change at any time with or without notice.
EQUAL EMPLOYMENT OPPORTUNITY:
SaviLinx LLC provides equal employment opportunities to all employees and applicants for employment andprohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.
VEVRAA FEDERAL CONTRACTOR/EQUAL OPPORTUNITY EMPLOYER
Required Experience:
IC
Employment Type
Full-Time
