TITLE: Lead Help Desk Agent

MANAGER: Help Desk Manager

GENERAL FUNCTION:

The Lead Help Desk Agent provides line support for clients; resolving technical issues of greater complexity and processing events related to hardware, software and other technologies received via various contact methods. Serves as lead trainer to Tier 1 Help Desk Analyst

ESSENTIAL DUTIES & RESPONSIBILITIES:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position. The Lead Help Desk Agent will be responsible to achieve the following for themselves and the Agents assigned to them

• satisfactory analyst utilization rating
• personal performance levels in relation to SLA requirements of the desk
• satisfactory contact-to-ticket ratios
• satisfactory ratings on service quality audits
• satisfactory ratings on knowledge base contributions
• satisfactory ratings on client survey results
• high resolution rates of escalated tickets

And assume additional responsibilities as assigned.

SUPERVISORY RESPONSIBILITIES: The Lead Help Desk Agent is the first point of escalation for Help Desk Level II Agents requiring assistance in responding to incidents. The Lead Agent provides group and individual training as necessary, one-to-one coaching, assistance on more complex issues and if necessary will forward to the Help Desk Manager any recommendations for disciplinary action.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

Customer Service

• Answer incoming client inquiries via various contact methods
• Effectively communicate to peers, technicians and client using vocal, written,
• questioning and listening skills
• Document client issues and requests with clarity and precision
• Show strong initiative, attention to detail and ability to interpret and resolve problems
• Research and develop resolutions for the majority of problems presented. When
• necessary escalate to other internal support departments and/or escalation partners
• Develop strong relationships with client and escalation groups in order to ensure that
• forwarded requests are completed in a timely/satisfactory manner
• May prepare periodic reports on Help Desk activities
• A contributor and reviewer of the knowledge base

 Education

• Associate’s degree in computer science, information technology, or equivalent experience.

3 years of experience in IT help desk management or related field.

Advanced understanding of help desk ticketing systems and ITIL processes.

Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures.

• Ability to identify and escalate situations requiring urgent attention.
• Strong working knowledge of ServiceNow.
• Certifications in A , a plus
• Must be able to hold or obtain at least one (1) of the following Help Desk Institute (HDI) certifications within six (6) months of the PO start date or from the date of assignment of the individual to the DHS IT help desk:
  • Support Center Team Lead
  • Technical Support Professional
  • Desktop Support Technician
  • Support Center Analyst

 Experience

• Minimum 3 years of Help Desk experience 
• Experience in providing IT help desk services to government institutions is highly desired

WORKING CONDITIONS:

1. Normal office environment with little exposure to dust, noise, temperature, and the like
2. Extended viewing of computer screens
3. Position requires the ability to work various hours Monday through Sunday