Help Desk Lead in Tewksbury, MA at Volt

Date Posted: 8/23/2021

Job Snapshot

  • Employee Type:
    Direct Hire
  • Location:
    Tewksbury, MA
  • Job Type:
  • Duration:
  • Date Posted:
  • Job ID:
  • Pay Rate
  • Contact Name
    Volt Branch
  • Phone
    (781) 496-4360

Job Description

Help Desk Lead

Currently seeking a Help Desk Team Lead. In addition to handling escalated tickets, this person will also be responsible for developing, documenting, and improving our support processes.

Position Description (Responsibilities):

  • Manage our IT ticketing system, including ticket remediation, escalation, and reporting.
  • Identify opportunities for process, training, and system improvements, and collaborate with others to design and implement solutions.
  • Address Tier 1 and Tier 2 helpdesk tickets, ensuring resolution and/or escalations.
  • Closely monitor escalated tickets that violate established service level agreements (SLAs), to drive timely ticket closure and ensure a high level of customer service.
  • Oversee and execute new hire, termination, and other employee change-related tasks such as equipment imaging, account set up, employee communications, and training.
  • Responsible for inventory and audit activities.
  • Manage employee participation in the corporate cell phone plan, including equipment provisioning, configuration, and troubleshooting. Serve as a liaison to Verizon customer support as appropriate.
  • Develop and deliver training for corporate audio and video conferencing capabilities, as well as basic training to business users on a range of technology solutions.
  • Lead support for print/copy/scan functionality organization-wide.
  • Manage the purchasing process for hardware and software, maintenance renewals, as well as manages software licensing to employees.

Position Requirements:

  • 4 years of help desk experience in a corporate setting, preferably in a multi-site environment.
  • Experience supporting remote users.
  • Demonstrates the ability to quickly build rapport with internal customers and manage positive relationships across the organization.
  • Demonstrates knowledge of the Windows 10 desktop environment, networking, access technologies, and applications.
  • Proficient as an end user in MS office technology.

Volt is an equal opportunity employer