Help Desk Lead - NC in Durham, NC at Volunteers of America Chesapeake and Carolinas, Inc.

Date Posted: 9/20/2020

Career Snapshot

Career Description



JOB SUMMARY

The Lead, NC Help Desk reports to the Director, Information Systems and is responsible for computer operations, help desk services, installation and support for new and existing computer systems, application software and network infrastructure under the direction of the Director, IS. In addition, the position is responsible for supporting the director and ensuring the on-boarding process for all new programs and/or sites/systems and locations are fully configured for staff utilization.  Finally, managing ticket (service request) queue, maintaining a knowledge base/document library, maintaining a working knowledge of, and supervising the office functions of, the telephone system, cellular phones, phone services and maintenance of office equipment.

RESPONSIBILITIES

  1. Handle and complete hardware deployment and network troubleshooting.  
  2. Serve as escalation for Technical Support Specialists as needed.
  3. Manage ticket queue and maintain ticketing system for KPI assessment.
  4. Conduct on-site visits as scheduled and address troubleshooting needs in lieu of IT Specialists or when able.
  5. Manage and track computer inventory (Cell and Computer laptops/desktops) and function is final approver for assignment of computer and cell phone equipment. 
  6. Generate reports as needed for interface with ELT, PLT or SLT as needed.
  7. Implement technological refreshes, including hardware and software
  8. Audit and maintain appropriate levels of access, both logical and physical
  9. Create and maintain Knowledge Base, FAQ, How-to documents
  10. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
  11. Respond to queries either in person or over the phone.
  12. Write training manuals and Train computer users on new systems.
  13. Respond to email messages for customers seeking help.
  14. Ask questions to determine nature of problem and walk customer through problem-solving process.
  15. Install, modify, and repair computer hardware and software.
  16. Run diagnostic programs to resolve problems.
  17. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
  18. Install computer peripherals for users.
  19. Follow up with customers to ensure issue has been resolved via satisfaction survey.
  20. Gain feedback from customers about computer usage and needs assessments.
  21. Assist the Departments as necessary in retrieving and presenting necessary reports and documents.
  22. Maintain a working knowledge of and supervise office functions to include: telephone systems, cellular phones, phone services, maintenance of office equipment.
  23. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 
Qualifications

REQUIREMENTS

  • Associates Degree in computer related field preferred or
  • Significant training/certifications obtained, equivalent to a degree required.
  • Minimum of (2) two years direct related work experience.  
  • Ability to communicate effectively in person over the phone, or in writing.
  • Able to work in a fast-changing, stressful environment where you must be flexible and learn quickly.
  • Computer knowledge. Experience with password resets, Desktop trouble shooting, application support, and network topology
  • Desktop Support skills, Active Directory, Group Policy, Office 365, Share-point, Skype for Business, MS Teams
  • Understanding of LAN and WAN topologies, wireless technologies, firewall concepts
  • Understanding of HIPAA
  • Bilingual in any language a plus.

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