Help Desk Team Lead
5 days ago
As a Help Desk Team Lead at TEKsystems, you will be responsible for providing technical support to our Public Safety Answering Point (PSAP) customers. You will receive calls from INdigital911 customers and coordinate the technical response and resolution with the customer. All work is done in compliance with company technical standards and quality of service objectives.
Key Responsibilities:- Take calls from customers, following all the same expectations for quality customer service that is expected of the NSOC team members support teams.
- Analyze logs, call examples, and supplemental information to provide insight into issues, working towards resolution of the issue with the Engineers, NSOC team members, and customers as needed.
- Identify areas of improvement for NSOC personnel & work flows, and present suggestions for tooling and process improvements.
- Maintain a valid driver's license
- Be willing to work as required with a flexible schedule to accomplish departmental goals and be available by phone or other communications device(s), on an as needed basis
- Must be willing to fill-in and/or adjust hours when other NSOC employees have PTO (paid-time-off)
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
TEKsystems is an Allegis Group company. We are an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
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