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Lead Service Desk Technician

2 months ago

Orlando, United States Pioneers Full time
Job DescriptionJob Description

Summary:

The Lead Help Desk Technician plays a pivotal role in supporting the Pioneers user base as the most senior member of the Pioneers Service Desk team. With 5+ years of experience in service desk operations, this individual will provide expert technical support to end users and offer mentorship and guidance to junior team members. Their extensive knowledge and people skills will ensure the highest level of service and support within the organization.

Qualifications:

  • Outstanding communication and interpersonal skills, both verbal and written, making end users know that their problems are understood and that they are valued.
  • Proven ability to leverage real-world experience and sound judgment to prioritize requests, including delegating tasks effectively to junior staff members.
  • Capable of providing clear and effective guidance to junior team members in need of support.
  • A proactive self-starter with a strong work ethic, capable of maintaining high productivity with minimal supervision.
  • Proficient in using ticketing systems, with experience in managing the entire ticket lifecycle, including workflow and reporting.
  • Eagerness to continuously learn and adapt to new technologies and skills.
  • Over 5 years of experience in a Service Desk environment.
  • Previous experience in a supervisory / lead / trainer / mentor role within a Service Desk team.
  • A+, Network+, ITIL, or other related certifications are highly desirable.
  • Able to be committed to the global mission and overarching vision of Pioneers and upholding the principles and practices outlined in the US Base Manual.
  • Some light exposure to systems administration tasks and terminology is preferred.

Responsibilities:

  • Serve as the senior member of the Service Desk Team, providing expert guidance and support.
  • Foster positive, customer-focused relationships with the client base.
  • Manage and resolve all levels of service desk requests, from simple to complex.
  • Provide comprehensive support for:
    • Windows and Apple computers, including peripherals
    • Microsoft Office 365
    • Microsoft Active Directory and Microsoft Entra ID
    • Microsoft Intune (device provisioning)
    • Remote collaboration tools such as Teams, Zoom, and Google Meet
    • Phone systems like 3CX and Teams phones
    • Data collaboration tools including Smartsheet, Confluence, and SharePoint
    • Printers
    • Networking, including Wi-Fi and wired connections
    • Remote connectivity technologies such as VPN
    • Multi-Factor Authentication (MFA)
    • Secure password management and self-service password reset
  • Provision new computers for both new and existing employees.
  • Complete new user account creation requests.
  • Lead and mentor more junior Support Desk staff, as well as interns, by teaching technical skills and guiding them on best practices in workflow, from a supervisory yet non-managerial role.
  • Collaborate with hardware and software vendors when escalation is required.
  • Serve as a primary point of contact for ticket management.
  • Suggest improvements to ticketing systems and other processes to enhance service efficiency.
  • Provide IT technical support for local and remote employees, as well as visiting international staff.
  • Monitor and gather information on user issues, identifying trends that may indicate broader problems.
  • Escalate issues to management and systems administrators when necessary.
  • Collaborate effectively with other IT staff as needed.
  • Adhere to IT policies and procedures to ensure consistent, high-quality service delivery.
  • Perform additional duties as assigned by the supervisor.
  • Work on-site five days a week; this is a fully on-site position.

Physical Demands:

  • Environment: Work is primarily conducted in a standard office setting, involving extensive public interaction and frequent interruptions. Some outdoor work may be required, primarily for tasks related to wireless networking.
  • Physical: The role requires sufficient physical ability and mobility to work effectively in an office environment. This includes standing or sitting for extended periods; occasionally stooping, bending, kneeling, crouching, reaching, and twisting; and lifting, carrying, pushing, or pulling light to moderate weights. The role also involves operating office equipment that requires repetitive hand movements and fine motor coordination, including using a computer keyboard. The individual must be capable of:
    • Lifting 35+ pounds
    • Crawling under desks (e.g., to install peripherals)
    • Climbing ladders (e.g., to support network equipment)
    • Vision: Ability to see within the normal visual range, with or without correction.
    • Hearing: Ability to hear within the normal audio range, with or without correction.