Desktop Support Lead

4 weeks ago

Brisbane, California, United States SquareTrade Full time

Company Description

SquareTrade is the fastest growing company of its kind. We're revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We partner with some of the largest, most sophisticated retailers and carriers in the world (Walmart, Target, Amazon, Costco, and T-Mobile to name a few), consistently win industry awards, have received tens of thousands of 5-star reviews... and we're just getting started. A member of the Allstate family, SquareTrade has headquarters in San Francisco and London. We are currently expanding in Europe and Asia Pacific, including Japan and Australia.

Job Description

Responsibilities of the Role

  • Provide primary response for user requests to the Help Desk
  • Participate in Ticket Reviews and assign applicable work
  • Supervise a team of desktop support agents, offering guidance and support during their shift
  • Ensure the support team adheres to established SLAs, quality standards, and best practices.
  • Follow procedures and guidelines (including documentation) for the Help Desk operations
  • Monitor and inform users on status of their support issues
  • Perform Setup and deployment of end-user hardware and software
  • Lead initiatives to improve support processes, tools, and metrics.
  • Investigate and research solutions for hardware and software problems that arise
  • Troubleshoot technical difficulty with PC hardware and software issues, Internet, network applications, configurations, and peripheral equipment
  • Add/change users and/or permissions and rights in Active Directory
  • Manage mobile device management systems and enrollment of devices
  • Participate in an On-Call rotation with the Helpdesk Emergency Line for 1 week every 8 weeks

Qualifications

  • A strong record of rolling up sleeves and tactical execution.
  • Associate degree, technical certification, or equivalent work experience
  • 5+ years of experience in a technical support role, with 2 years of experience in a Senior or Lead role.
  • Experience with technology, tools, applications, databases, and Internet technology
  • Working knowledge of Microsoft Active Directory Users and computers
  • Experience with MacOS and Apple devices
  • Excellent customer service skills

Additional Information

At SquareTrade you will have access to:

  • Robust medical, dental and vision coverage with generous employer contributions tailored for our diverse workforce
  • Inclusive fertility care plan
  • 5% company match into 401(k)
  • Open access to mental health benefits including 1:1 therapy, coaching sessions and digital resources
  • $75 monthly allowance to support self-care and well-being
  • Career experience programs, tuition reimbursement and unlimited access to online courses to support your professional growth
  • Supportive leave policies including paid parental, grieving and loss, and domestic violence protected leaves
  • Flexible paid time off plus a generous holiday schedule
  • Paid volunteer time to give back to the community
  • Hybrid work arrangements
  • $80 monthly internet connectivity stipend
  • Reimbursement for in-home office setup
  • Various corporate perks and discounts

(California Only) Pursuant to applicable law, SquareTrade estimates the possible base compensation for this role, if hired in California, to be within the following range: $68K-$85K.

SquareTrade is proud to be an Equal Employment Opportunity employer. We are committed to creating an inclusive work environment for all employees. We celebrate diversity and encourage applications from all qualified individuals regardless of race, religion, color, national origin, sex, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or ability status.

The Team:

Thank you for your interest in a career at SquareTrade. Throughout your job search, please be mindful of recruitment fraud.

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