Helpdesk Tech Lead
CareTria, Somerset, NJ, United States
Overview
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:
Responsibilities
KEY RESPONSIBILITIES:
Install, modify, and repair computer hardware and software.
Test and repair faulty equipment. Replace component parts of computers and printers.
Setup 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 of laptops and workstations
Anti-virus patching and compliance
Microsoft Exchange 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 set up of Wi-Fi on laptops, RF guns and desktops.
Assists with support of 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 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.
Qualifications
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 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
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:
Responsibilities
KEY RESPONSIBILITIES:
Install, modify, and repair computer hardware and software.
Test and repair faulty equipment. Replace component parts of computers and printers.
Setup 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 of laptops and workstations
Anti-virus patching and compliance
Microsoft Exchange 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 set up of Wi-Fi on laptops, RF guns and desktops.
Assists with support of 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 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.
Qualifications
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 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 accommodations may be made to enable individuals with disabilities to perform the essential functions.