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Technical Support Lead
1 month ago
A client of Insight Global is seeking an IT Help Desk Lead to be based out of their corporate Headquarters in St. Louis, MO. The Help Desk Lead oversees all processes related to IT Help Desk operations and monitors the work of staff on the Help Desk, managing 5 technicians. Will serve as an escalation point to technical issues and troubleshoot a minimum of 3 tickets a day. Will share updates and concerns with the Help Desk Manager. Provides ongoing training in technology, procedures, and service quality standards to Help Desk Technicians.
IT Helpdesk Lead
6 month contract to hire
Monday-Friday 8am-5pm CST Shift
Pay Range: $30-38/hr
Major Tasks, Responsibilities and Key Accountabilities
- Creates and maintains, detailed and complete, Help Desk documentation
- Participation with research, planning, scoping, implementation, and ongoing support for projects.
- Participation with maintaining inventory of hardware, software, and support assets.
- Demonstrated Customer Service & Troubleshooting skill sets.
- Experience working with multi-tiered ticket handling/resolution systems.
- Provide tier 1, tier 2, and tier 3 IT support.
- Enforces IT standards and educate associates about compliance issues.
- Lead any required meetings/work to determine status and remove blockers for the team.
- Identify and define requirements, scope and objectives with IT Project Managers and lead dedicated team who physically travel to newly acquired branches across the country and implement standardized technical solutions.
- Direct project correspondences by preparing and reviewing action plans, proposals, memos, meeting minutes and emails.
- Manage the integration, analysis and assessment of plans and strategies across multiple projects at once.
- Monitor and follow up on implemented technologies for long term success of the integration.
- Motivate the team to deliver ticket resolutions on time with superior quality.
- Report accurate quality and improvement ideas.
- Advocate for quality in every interaction and adhere to QA best practices.
- Evaluate existing components and systems to determine integration requirements.
- Updating job knowledge by engaging in educational opportunities and regular training.
Compensation:
$30/hr to $38/hr.
Exact compensation may vary based on several factors, including skills, experience, and education.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
