Job Title: Helpdesk Lead

Total Estimated Assignment Hours: 36 Months

City: Brooklyn, NY (Onsite)

Overview: Layer 7 Data Solutions is a full life-cycle technology services company. We help businesses resolve technical issues from layers 1 through 7. Layer 7 Data Solutions has been making advanced technology simple and cost effective for the SMB and Enterprise market for over a decade. Layer 7 Data Solutions has a great opportunity in NY. We are currently hiring Helpdesk Lead to join our Team.

· Level 2 Helpdesk Analyst shall have at least three (3) years of experience working in a help desk environment as a helpdesk technician/analyst.

· The Level 2 analyst shall be responsible for, but not be limited to the following services:

i. Technical assistance to end users.

ii. Maintain log in call tracking software of all client proactive and reactive services requests.

iii. Telephone support, screening and call avoidance, initial problem determination and resolution, and dispatching, if necessary.

iv. Client account maintenance in ServiceNow.

v. Quality control of tickets (correct subjects, locations, and phone numbers).

vi. Remote desktop support utilizing a LAN based or dial up product to assume control of the user machine and effect remote fixes.

vii. Act as interface between technology groups and the end users.

viii. Monitor open tickets and follow up on closed resolution.

ix. Act as Team Lead for Level 1 Analysts.

x. Assist end users in more complex problem resolution.

xi. Provide resource coordination with external support entities.

xii. Act as backup person for the TSC Project Manager.

Job Type: Contract

Pay: $20.35 - $24.51 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Experience:

• as a helpdesk technician/analyst: 3 years (Required)

Ability to Commute:

• Brooklyn, NY 11201 (Required)

Work Location: In person