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Lead Help Desk Specialist

3 months ago

Fort Lauderdale, United States SNI Technology Full time
Lead Help Desk Specialist 

SNI Technology is working with a rapidly growing IT Consultant company dedicated to providing innovative IT solutions to our clients
They specialize in delivering top-notch support and technology services to businesses of all sizes, ensuring optimal performance and security.

As a Help Desk Specialist Lead, you will play a pivotal role in the team's success, providing technical support, leading help desk operations, and ensuring the smooth functioning of our clients' IT environments.

Key Responsibilities:
  • Lead and mentor a team of 5+ help desk specialists in providing technical support to clients
  • Handle escalated technical issues, troubleshoot complex problems, and ensure timely resolution and client satisfaction
  • Utilize your knowledge of networking concepts, protocols (TCP/IP, DNS, DHCP), VPNs, firewalls, routers, and switches to troubleshoot network-related issues
  • Manage cloud platforms such as AWS, Azure, Google Cloud, and cloud-based services (Office 365, Google Workspace) for clients
  • Implement Desktop Protocol solutions and ensure cybersecurity measures, including antivirus software, endpoint protection, and adherence to security best practices
  • Troubleshoot hardware components (desktops, laptops, printers) and software applications (Microsoft Office Suite, Adobe Creative Cloud, etc.)
  • Develop and implement basic scripts (PowerShell, Bash, Python) for automation and efficiency
Qualifications and Skills:
  • Exceptional communication skills, adept at guiding non-technical users through application and software usage
  • Bachelor's degree in information technology, Computer Science, or related field
  • Proven experience in an MSP environment, with strong familiarity with ITIL practices
  • Proficient in managing Microsoft environments, including Windows Server and Active Directory, as well as experience with macOS, Linux, and IT service management platforms (Zendesk, ServiceNow)
  • Strong grasp of networking concepts, cloud platforms, and cybersecurity principles
  • Require troubleshooting skills equivalent to those of a Level 3 technician, particularly in diagnosing and resolving hardware and software issues
  • You will assist the IT Manager in prioritizing daily tasks, escalating issues, maintaining effective communication with clients and stakeholders, and occasionally visiting clients on-site to ensure quality control
  • Certifications such as CompTIA A+, Network+, Security+ are highly desirable
Benefits:
  • Competitive salary (based on experience)
  • Opportunities for professional growth and development
  • Collaborative and innovative work environment
  • Health, Dental, Vison insurance
  • PTO & Paid Holidays
  • Work-life balance initiatives and flexible scheduling options
*Some travel to client locations is required - (West Palm, Ft
Lauderdale, Miami)*

We welcome applicants who may not meet all the listed requirements to still apply