Helpdesk Technical Lead

JOB TITLE: Onsite Helpdesk Technical Lead
JOB LOCATION: Wilmington, MA
JOB WAGE: $35-45/hr. - depending on experience (3 month contract to hire)
JOB NUMBER: 24-02416

REQUIRED EXPERIENCE:

3-5 years of experience required in technical support in a professional IT team environment.

• Broad understanding of modern IT concepts, development practices, and architectures.
• Customer focused team player with multi-tasking and logical decision-making skills.
• Excellent verbal, written, and professional phone skills. Most end user support is remote.
• Wide range of skills and knowledge in computer hardware/software to include: PC hardware, basic networking, MS Office applications, virus removal.
• Excellent knowledge of Windows10, Windows11, Microsoft Office Applications, Windows registry.
• Knowledge of MacOS and iOS is a plus.
• Configure and deploy printers, scanners, copiers, tablets, barcode scanners, Zebra thermal label printers.
• High level proficiency with O365, Exchange, ATP, Azure AD, SharePoint, Teams, OneDrive, Intune, AVD virtual machines, on-prem AD in a hybrid cloud environment.
• Excellent knowledge of mobile devices, Android and Apple IOS. MDM experience is a plus.
• PowerShell and scripting savvy.
• Endpoint security adhering to DFARS NIST SP800-171, ITAR, GDPR.
• Understanding of technical support practices such as incident documentation, service level agreements and escalation procedures. ServiceNow experience is a plus.
• Experience working with 3 rd party vendors.
• Supervisory or Management experience.
• Bilingual Spanish, Mandarin, or German is a plus.

JOB DESCRIPTION:

Position Overview and Responsibilities:

• Supervise the global technical support team, acting in a technical leadership role, answering queries on escalated technical issues, and offering advice and support to solve them.
• Lead the Helpdesk Team of 5-7 to ensure prompt support and escalation for a wide range of hardware, software, networks, and servers.
• Make hardware and software recommendations as needed as technology changes
• Track team performance and ensure that customer service standards are maintained.
• Investigate and resolve escalated tickets.
• End user setups, onboarding and offboarding. PC upgrades and data migrations.
• Provide accurate, timely, and professional resolution on all reported issues.
• Perform accurate and detailed logging and tracking of all major incidents in the Service Now Helpdesk ticketing system.
• Setup and configuration of mobile devices to include both Android and Apple phones/tablets. Troubleshoot OS, cellular and WIFI connectivity, and Bluetooth devices.
• Maintain inventory of PC, Laptop, and peripherals.
• Perform other job duties as assigned with a high degree of flexibility and professionalism.

Equal Opportunity Employer Veterans/Disabled
* While an hourly range is posted for this position, an eventual hourly rate is determined by a comprehensive salary analysis which considers multiple factors including but not limited to: job-related knowledge, skills and qualifications, education and experience as compared to others in the organization doing substantially similar work, if applicable, and market and business considerations. Benefits offered include medical, dental and vision benefits; dependent care flexible spending account; 401(k) plan; voluntary life/short term disability/whole life/term life/accident and critical illness coverage; employee assistance program; sick leave in accordance with regulation. Benefits may be subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions.

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