What are the responsibilities and job description for the Service Desk Lead position at Bayforce?
Role Title: Service Desk Lead
Employment Type: Contract
Duration: 6 months, potential CTH
Preferred Location: Local to Northern Chicago suburbs- 5 days onsite
Role Description:
You will assist the IT Service Desk Manager in key tasks to meet the Service Desk's goals and responsibilities and keep the department running smoothly. This includes:
- Scheduling Team members for visits to remote sites; updating the calendar; keeping the IT Service Desk manager informed
- Keeping the calendar of New Hires and Terminations, making sure both are completed on a timely basis; Insuring team members are following all procedures so our documentation remains up to date
- Keeping an up-to-date list of laptops available for deployment
- Training Team members in the latest updates and procedures
- Provide "White glove" service to senior level employees as needed
- Lead and also provide IT support relating to technical issues involving various IT systems and applications, including O365, OKTA, Active Directory, Computer hardware and operating systems.
- Manage Windows OS patching process for all workstations to ensure all known vulnerabilities are patched according to the IT security compliance requirements.
- Provide level 1&2 technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Provide remote access solutions installation and technical support to all IT users: VPN and Terminal services.
- Effectively lead and use IT help ticketing tool to consistently achieve Service Level Agreement (SLA) commitments.
- Provide an extraordinary customer experience to all IT users (employees), including exhibiting effective communication by keeping IT users informed of incident progress, and impending changes/planned IT system outages.
- Maintain IT systems and applications knowledge base articles relevant to the IT service desk function and keep them accurate/updated.
- Participate and support cyber security incidents response group's operational activities to timely avert cyber security threats.
- Responsible for managing IT computer assets, including computer inventory management and e-waste recycling process.
- Monitor and evaluate efficiency of software/hardware usage, providing items to be covered in training of users, making them more efficient.
- Lead and provide computer deployments and repair work service, including installation of workstations and printers on the LAN.
- Monitor and report licenses on applications to ensure compliance on a periodic basis.
Requirements:
Qualifications:
- Bachelor's degree in computer science or equivalent, with 7 - 10 years of related experience.
- Minimum 12 years of related experience if no college degree.
