Help Desk Tier 2 Lead

1 week ago

Silver Spring, Maryland, United States HumanTouch LLC Full time $90,000 - $120,000 per year

Deskside Lead is responsible for supervising a support team of two to ten deskside computer technicians. The Deskside Lead functions as a supervisor and senior technician. They will coordinate administrative work, communicate workflow requirements, and ensures that team members receive training for new procedures and proper escalation during outages or periods of degraded system performance.

Responsibilities:

  • Ensures feedback on technician quality assurance, problem resolution and customer satisfaction.
  • Instructs, directs, and oversees the work of other personnel including scheduling and adjusting changing customer requirements.
  • Provides solutions for all desktop and laptop systems, including hardware, software, and tools.
  • Develops or modifies operating procedures and manuals to solve complex problems.

Desired Attributes:

  • Excellent customer service skills
  • Be detail oriented and possess excellent organizational skills
  • Excellent writing and communication skills
  • Excellent at IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.
  • Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices, secure USB storage devices, and local and/or network printers
  • Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities

Education, Certification, and other Requirements:

  • Four years of combined Tier 1 Help Desk and Tier 2 Deskside Support work experience; OR two years of Tier 2 Deskside Support experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field
  • Must be able to obtain Public Trust clearance
  • Valid US Driver's License
  • Authorized to work in the United States

Preferred, but not required:

  • ITIL Foundations Certification
  • Service Now experience/certification
  • CompTIA A+ certification

Benefits:

  • Medical, Dental, and Vision Coverage
  • 401(k) Matching
  • PTO

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