IT Help Desk Lead, Divergent Technologies

• An excellent Help Desk Lead must have a very good technical knowledge and be able to communicate effectively to understand the problem and explain its solution, not just to end users, but other help desk members as well
• They must also be customer-oriented and patient to deal with difficult customers, as well as guiding other help desk members with tickets they are facing. The goal is to create value for clients that will help preserve the company’s reputation and business
• Must be legally authorized to access information and technology subject to U.S. export controls
• Demonstrated proficiency related to the position, including, BS/BA Degree OR Certification(s)/Certificate(s) OR Technical Program Completion OR Past Work Experience
• Tech savvy; Good understanding of computer systems, mobile devices, and other tech products
• Ability to lead others both verbally and by example
• Ability to diagnose and resolve basic technical issues
• Excellent communication skills
• Customer-oriented with a positive attitude
• Willingness to tackle problems and find solutions
• US Person (US Citizen, Green Card Holder, or other applicable status)
• Able to work on-site, shifts from M-F 5:30 AM – 6:30 PM
• Occasional after hours or holiday weekends on call
• Adhere to all Statutory and Regulatory Requirements

Desirable

• We are looking for a Help Desk Lead to guide and oversee helpdesk functions. In addition, this role will provide fast and useful technical assistance on computer systems, as well as an escalation point for any help desk issues
• You will answer queries on basic technical issues and offer advice to solve them, as well as handle more advanced help desk issues either by yourself or with other members of the team
• Triage all tickets that come to the help desk and delegate as necessary
• Assign, prioritize, and monitor support tickets to meet service level agreements (SLAs)
• Serve as the escalatory point of contact for customers seeking technical assistance
• Ensure adherence to IT policies, security standards, and best practices
• Lead, mentor, and support Help Desk technicians to ensure consistent service quality
• Work with vendors to resolve any issues what require outside assistance
• Plan, procure, and provision I.T. equipment based on user requirements
• Document policies and procedures as needed within the documentation space
• Appropriately involve and/or escalate both internal and external issues to Management
• Perform local and remote troubleshooting through diagnostic techniques and pertinent questions
• Answer help desk tickets and provide timely resolution
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Complete tasks and/or projects as assigned in downtime
• Record events and problems and their resolution in the ticketing system
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Identify and suggest possible improvements on procedures
• Manage accounts in multiple systems, including Active Directory, the Atlassian Cloud, Office 365 & others as assigned