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Job Information
Job title

Lead Help Desk

Company Robert Half Technology
Wage Not specified
Location United States, Colorado, Englewood
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel Not Specified
Published on 7/15/2008
Description
Responsible for Workflow and Systems Monitoring. Provide tier I and tier II IT support to the organization. This position will also perform basic printer troubleshooting and maintenance. Continually assists, monitors, and trains staff in cooperation with the Helpdesk Supervisor. Position will also be responsible for the training and guidance for end users who have varying degrees of technical knowledge.• Once per hour monitor all systems.• Accurately logs and tracks all problems in problem management spreadsheets and tools. • Monitor Service Desk tickets assigning resource or resolving.• Maintain security badges. • Communication with SWATT on closing out dates.• Centralized communication for all departments. • Provide first level support to Customers resolves basic issues or problems within their area of expertise. Basic issues would include, but not be limited to: issues for which a resolution process had been previously documented, and/or requires knowledge of a single technology to resolve, and/or the problem cause could be identified within an hour of discovery. Assists in crisis resolution and release situations.• Works directly with enterprise clients to obtain information, and provide status.• May interact (obtaining & providing information) with vendor technical support staff.• Actively participates in cross-departmental efforts.• Regularly shares and documents information with other staff and management.• Communicate performance information with employees and management.• Assist with and recommend to the Helpdesk Supervisor the direction and efforts of team.• Make independent decisions based upon evaluation of information and the use of sound judgment.• Other duties as assigned.df-tc

Experience/Skills
Below should list specific requirements: • High School Diploma or GED (Associate’s Degree preferred).• Microsoft Certifications preferred.• Previous leadership experience required.• 1-3 years experience in a helpdesk and or systems monitoring role.• Flexible work hours with the ability to cover shifts when necessary. • Proficient in Microsoft Office.• Demonstrate proficient customer service skills and a strong ability to multi task.• Effectively communicates with all levels of technical and business staff up to and including their direct management.• Ability to navigate within Windows 2003 Server/XP operating systems.• Excellent time management skills.• Proficient communication skills, both written and verbal.

Other desired skills:
Lead Help Desk
This job has expired.