IT Help Desk III & Team Lead

The IT Help Desk III & Team Lead is responsible for providing advanced technical support to end-users while overseeing the daily operations of the IT Helpdesk team. This role requires hands-on troubleshooting expertise, leadership in managing both long-term and short-term IT projects, and the ability to oversee and improve helpdesk processes. The IT Help Desk III will also work closely with the CIO on strategic decision-making and contribute to maintaining a secure, efficient, and cost-effective IT environment. This position is based onsite at our Rochester, NY office.

Job Duties:

The IT Help Desk III & Team Lead will be responsible for completing the following job duties:

• Oversee large deployments of software, working out detailed procedures and deployment strategies.
• Manage inventory of IT equipment including, but not limited to, laptops, desktops, monitors, docking stations, peripherals, and office MFP devices.
• Lead and manage long-term projects, such as oversight of the computer lifecycle program and inventory management.
• Lead and manage short-term projects, including software upgrades and new product implementations.
• Oversee helpdesk operations, ensuring emails are responded to promptly and resources are allocated appropriately.
• Assist and mentor Helpdesk team members when resolving escalated issues.
• Closely monitor security portals to ensure network security and proactively address vulnerabilities.
• Patch vulnerabilities as they arise and ensure all devices are properly updated and checking in.
• Manage onboarding/offboarding processes, including preparing devices and back-end accounts for user start dates.
• Work closely with the CIO in decision-making for the department and strategic IT initiatives.
• Collaborate with other team members or outsourced resources to assist with network equipment updates (e.g., firewalls, access points, switches, phones).
• Partner with the Information Security department to complete required user audits and internal/external audits.
• Identify cost-saving opportunities (e.g., licensing audits, reductions, and technology optimizations).
• Attend manager-level meetings to strategize and work on long-term strategic planning for the company.
• Create and maintain technical documentation, including team processes, system configurations, and knowledge base articles.
• Provide training to team members and end-users on new technologies, security protocols, and processes.
• Communicate technical issues effectively with non-technical staff and leadership.
• Additional responsibilities may be added at the discretion of the CIO or leadership team.

Qualifications:

The following qualifications are required for the IT Help Desk III & Team Lead role:

Education:

• Undergraduate degree in Computer Science, Management Information Systems, or a related field is preferred.

Experience:

• Proven experience with:
  • Desktop, laptop, and Surface PCs.
  • Imaging solutions and PC deployment processes.
  • Peripherals such as printers, MFPs, and mobile devices.
  • Active Directory, NTFS permissions, and basic networking principles (IPV4, TCP/IP).
• 5 years of experience in IT support, with at least 2 years in a supervisory or advanced technical role.
• Experience supporting a remotely connected user base and virtualized environments (e.g., VMware, Hyper-V).

Skills:

• Customer service, time management, and problem-solving skills.
• Ability to work independently and collaboratively in a team-oriented environment.
• Strong verbal and written communication skills, including technical documentation and business writing.
• Highly ethical, detail-oriented, and proactive.
• The successful candidate is personable, thrives in a collaborative environment, and is focused on continuous improvement.

Preferred Certifications:

• ITIL Foundation, CompTIA Advanced Security Practitioner (CASP ), CCNA, or equivalent certifications.

Equipment:

The following equipment is used daily by the IT Help Desk III & Team Lead and provided by the company:

• Laptops, desktops, Surface devices, and peripherals (e.g., docking stations, monitors).
• Printers/copiers/MFP devices.
• Standard office software (Excel, Word) and proprietary systems (e.g., Encompass).
• Network and security tools for monitoring and updates.

Working Conditions:

• Location: This position is onsite at our Rochester, NY office. Remote work is not available for this role.
• The IT Help Desk III & Team Lead works primarily in an office setting and may be exposed to outdoor conditions.

The working conditions are classified as sedentary work:

• Sedentary work: Exerting up to 10 pounds of force occasionally, and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.

Physical Requirements:

The following is a description of the physical requirements for the IT Help Desk III & Team Lead role. While performing the duties of the job, the employee is regularly expected to:

• Stand, sit, walk, stoop, or kneel.
• Hear, talk, and perform repetitive motions (such as typing and using a mouse).

Additional Responsibilities:

This job description reflects management’s assignment of essential functions. It is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements, or working conditions associated with the job. Leadership reserves the right to revise the job description or assign other tasks as needed.