What are the responsibilities and job description for the Helpdesk Support Team Leader position at MoxieIT Solutions INC?
Position Description:
Job Overview:
We are seeking a skilled and proactive Helpdesk Support Lead to join our team. The ideal candidate will be responsible for managing the daily operations of the Provider Helpdesk, guiding team members, and ensuring exceptional technical support for users across various systems. The candidate will be expected to troubleshoot and resolve a variety of technical issues, train end-users, and ensure the smooth functioning of helpdesk procedures while maintaining high standards of customer service.
Position: Helpdesk Support Lead
Location: 800 N Pearl St, Menands, NY 12204
Shift: Monday-Friday, 9:00 AM - 5:00 PM (Full-Time)
Key Responsibilities:
- Lead and provide guidance to the Provider Helpdesk team members, ensuring smooth operation and high-quality support delivery to both internal and external stakeholders.
- Serve as the first point of contact for troubleshooting technical issues related to account access, user provisioning, password resets, Multi-Factor Authentication (MFA), RSA token distribution, and browser configurations for specific applications.
- Investigate, troubleshoot, and resolve ITSM work queue requests and reassign tickets within designated groups.
- Respond to Level 2 Help Desk requests and provide support via email, ticket updates, and phone calls for New York State healthcare providers, public health employees, partner agencies, and external entities (e.g., first responders, federal and foreign agencies, medical community).
- Offer expert advice and hands-on support for RSA/MFA hardware and software installations and token troubleshooting.
- Actively address cyber incidents by deactivating compromised user accounts and collaborating with appropriate teams to investigate unauthorized account access.
- Collaborate with security teams to resolve technical issues encountered while accessing program applications.
- Manage and update the Universal Public Health Node (UPHN) accounts, including creating, updating, and ending accounts for AFT processing.
- Assist Program Coordinators with the appropriate user roles, documentation requirements, and access permissions for program applications.
- Oversee the processing of paper documents for user accounts, including scanning, printing, filing, and uploading them into the tracking system.
- Create and update operational helpdesk procedure guides and maintain clear documentation of diagnostic steps and resolutions.
- Perform various types of application system testing, including system, regression, integration, functional, and usability testing.
- Prioritize tasks effectively, working independently while managing multiple projects and shifting between phone calls, emails, and tickets.
- Assist with updating facility and organizational information as required by Program Areas and HFIS transactions.
- Provide support and training to temporary staff as needed to ensure efficient operations.
If you are interested in exploring this opportunity or would like more information, please feel free to respond to this email with your updated resume. I look forward to hearing from you!
