Overview

SOSi is seeking an experienced Help Desk Team Lead to join our team in El Paso, TX. The Help Desk Team Lead will be responsible for the support of Woodbridge, our Interpreter Services platform.

Responsibilities

• Lead, oversee, train, and mentor less experienced staff. 
• Track and report call volume and average time to resolution. 
• Responsible for fielding phone calls and emails and creating trouble tickets. 
• Provide total customer support service as single point of contact for Tier 1 and Tier 2 level tickets. 
• Provide phone and in-person support to users. 
• Serve as the initial point of contact for troubleshooting hardware/software PC, printer, and mobile phone problems. 
• Escalate tickets to the appropriate team. 
• Ensure all tickets are updated with accurate information.
• Communicate technical issues and resolutions with clients. 
• Train and mentor clients as needed to ensure their success within the team. 

Qualifications

• High school diploma or equivalent. 

• Minimum of five (5) years of help desk/technical support experience. 
• Minimum of two (2) years Software Support: Microsoft OS, Office Suite and IBM Sametime. 
• Minimum of two (2) years Hardware Support: desktops, laptops, scanners, printers, mobile devices, etc.. 
• Ability to work in fast-paced, rapidly changing environment. 
• Must be comfortable working with and troubleshooting the Microsoft series of operating systems and applications. 
• Excellent oral and written communication skills 
• Provide support in a mission critical environment including shift work/non-standard hours, as required. 

Working Conditions

• Normal office working conditions. 
• Requires periods of non-traditional hours including consecutive nights or weekends when necessary. 
• May require ability to lift/and or move objects or packages of up to 25 lbs.