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Service Desk Technician Lead

1 month ago

Lincolnwood, United States Adar, Inc. Full time

**Job Description - Service Desk Technical Lead**

1. About the Position: The Rhodian IT Service Desk Technical Lead is a member of the Rhodian IT team, and works closely with engineering, services leadership, client advisors, and clients. We provide our clients remote technical support for servers, and desktops, that are hosted in our Private Cloud Powered by VMware or our Public Cloud offering powered by Microsoft Azure. The Service Desk Technical Lead will assist with complex issues that the entry level technicians are unable to solve on their own.

3. What is expected of you: The Rhodian IT Service Desk Technical Lead must strive to provide exceptional customer service for the users on a consistent basis, exhibit empathy to user problems and take full ownership of providing prompt support for all IT needs. Be able to work on a flexible and collaborative team (onsite
emote). Manage problems through resolution with clear communication and status updates for affected users and management. Provide on-call support and weekend and after-hours coverage based on business requirements. Perform other duties as assigned. Provide an escalation point for our Rhodian IT Service Desk technicians as they perform day-to-day activities to support our customer’s needs.

**What you will be doing**:
a. Strong customer service orientation.

b. Excellent listening, interpersonal, written, and oral communication skills.

c. Highly self-motivated and directed.

d. Strong communication and conflict resolution skills.

e. Ability to effectively prioritize and execute tasks while under pressure.

f. Actively seeks out and supports collaborative thinking and problem solving with others in the organization.

g. Able to exercise independent judgment and act on it.

4. The following attributes are pluses:
a. Excellent analytical, mathematical, and creative problem-solving skills

b. Logical and efficient, with keen attention to detail

c. Experience working in a team-oriented, collaborative environment

d. Must be able to respond and complete IT help tickets in a timely manner and escalate more complex issues to senior team members.

e. Virtualization technologies (VMWare)

g. Firewalls, VPNs, and TCP/IP networking

h. Demonstrated skill in troubleshooting advanced technical issues, determining root causes, and escalating as needed. Able to troubleshoot basic to moderately complex IT issues with PCs, laptops, phones, printers and mobile devices and associated software within the Microsoft stack, Office 365, Windows 7-11 and Active Directory. i. Server 2012-2023 file shares, permissions, and connectivity experience a plus.

j. Must be able to follow documented processes and procedures but make suggestions for improvement if better ideas come to mind.

**Education & Technical Background (preferred)**:
1. Bachelor’s degree in Information Systems, related field, or equivalent experience.

2. A minimum of 4 years of previous Service Desk experience

2. Preferred Certifications: MCSA, Network+ CCNA, ITIL, Security+, Azure, or MCSA or MCP

3. A+ certification

Compensation and Benefits You Will Be Eligible For:
1. Base pay commensurate with directly related experience + monthly bonus opportunity

2. Medical, Dental, Vision, Life and short-term and long-term disability insurance plans

3. 401K Retirement Plan

4. Paid Time off + your Birthday off

We are an Equal Opportunity Employer

Pay: $55,000 per year plus monthly bonuses based upon the Service Desk team’s performance each month

**Benefits**:
401(k) Paid time off

Dental insurance Vision Insurance

Health insurance 8 hour shifts Monday - Friday

Health savings account Weekend availability as required

Life insurance Hybrid work (4 days in office, 1 da

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