Helpdesk Tech Lead

_POSITION SUMMARY:_

This position is responsible for providing technical assistance and support to end users with computer systems, hardware, or software issues. Assist Level I Technicians with escalated support issues. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Address and/or support level 1 Technicians with:

KEY RESPONSIBILITIES:

• Install, modify, and repair computer hardware and software.
• Test and repair faulty equipment. Replace component parts of computers and printers.
• Set up and deployment of new desktops, laptops, phones, and printers.
• Train workers in the use of new software and hardware.
• Support audio and video equipment in conference rooms.
• Manage incidents through Help Desk ticketing system.
• Handle escalated issues that level 1 support may not be able to handle.
• Responsible for managing and monitoring applications in support of the Help Desk which include:
• Patching and updating laptops and workstations
• Anti-virus patching and compliance
• Microsoft O365 access and creation of mailboxes and distribution lists
• Work with vendors to research and test new technologies
• Assist Network and Systems Administration
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Maintain computer hardware and software inventories and coordinate asset management tracking.
• Assist in adding, modifying and deleting users on the network.
• Assist with support of the wireless environment for the company-wide network. Support Wi-Fi setups on laptops, RF guns and desktops.
• Assists with supporting VPN users in the company-wide network. Setup and configure VPN on laptops and user accounts.
• Keep current thorough technical journals or manuals, attend vendor seminars on new computer hardware and software.
• Jira (ITSM tool) skillset to include the following:

· Creating and managing:

· Projects (company-managed vs team-managed)

· Custom fields

· Screens and screen schemes

· Issue types and schemes

· Configuring permissions and roles

· Setting up notifications and automation rules

· Using Jira Automation (rule builder)

· Writing logic

· Basic understanding of conditions, triggers, and actions

· Evaluating and installing apps from the Atlassian Marketplace

· Creating dashboards and filters (JQL – Jira Query Language)

· Building reports

· Managing access control to views and functions.

· Designing scalable permission schemes

· Handling compliance and audit needs

The above duties are meant to be representative of the position and not all-inclusive.

_MINIMUM JOB REQUIREMENTS_ :

· Education/Training: High school diploma/GED required, associate degree preferred or equivalent Technical Degree

· Business Experience: 3+ years’ experience in an IT-related position

_KNOWLEDGE, SKILLS & ABILITIES_:

· Good understanding of computer systems (desktops/laptops), printers, mobile devices and other tech products.

· Strong problem-solving skills and must be detail-oriented, thorough, and organized.

· Demonstrated customer service skills to ensure exceptional customer experience.

· Experience with Anti-Virus solutions, Exchange, LAN environment, and Active Directory.

· Must have technical knowledge and experience with Microsoft O365, Windows Microsoft Office 2013 and 2016

_PHYSICAL DEMANDS:_

· Ability to sit or stand for long periods of time if necessary.

· Ability to bend, reach and pull as necessary to meet daily demands of the job

· Ability to lift 30 lbs. unassisted.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

$23 - $32

The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses.

CareTria is an Equal Opportunity Employer.