Help Desk Analyst Lead

Job Summary 

Under general supervision, provide advanced technical software, hardware and peripheral problem resolution to all computer end users by performing question/problem diagnosis and guiding user through step-by-step solutions. Effectively communicate technical solutions in a user-friendly, professional manner.

Essential Functions

• Coordinates the staffing of the IT Help Desk. Analyzes call volume, productivity and patterns to optimize staffing levels to ensure user satisfaction. Delegates tasks as necessary to personnel.
• Provide coverage for all calls and emails from end users to the Information Technology Help Desk during designated hours. Manages the processing of incoming requests. Designs and enforces request handling and escalation policies, and procedures governing the handling of user requests.
• Provides quality control function by screening calls, determining service levels and identifying problem areas.
• Troubleshoot advanced level computer software, hardware and peripheral issues.
• Log, document, resolve or refer technical questions and problems.
• Coordinate with other IT personnel to resolve problems requiring escalation to next level of support. Update end users on status of problem resolution.
• Maintain an advanced knowledge of computer software, hardware and peripherals in order to support end users.
• Assist in installation and setup of software and hardware for end users.
• Work with vendors to resolve computer software or hardware issues.
• Mentors and train Help Desk Analysts when and where required.
• Tracks and analyzes trends in Help Desk requests and generates statistical reports for management

Additional Responsibilities

• Maintain end user accounts including creating, changing and deleting Windows accounts, Email accounts and end user folders and virtual drives.
• Assist in maintaining an accurate inventory of serial numbers and asset tags of all computer hardware.
• Night call and overtime work may be required.
• May travel to county or claims offices for hardware/software support.
• Must possess and maintain a valid Driver's License and acceptable driving record.
• Other duties and responsibilities as assigned.
• Regular and predictable attendance is required.
• May maintain all company mobile devices. Orders upgrades and replaces broken equipment. May be responsible for reporting and inventory management for mobile devices.
• May be responsible training end users on usage of IT systems, including video training.
• May inventory new equipment using the asset management system.
• May assist with installation of peripheral equipment when directed.

Education

Associate's degree majoring in Information Technology or related field required.

Skills/Abilities

• Strong verbal communication and listening skills
• Advanced customer service skills
• Advanced friendly and service-oriented skills
• Seek to acquire knowledge in area of specialty
• Strong analytical and problem-solving skills
• Possess strong technical aptitude
  

Experience

5 years minimum previous Help Desk Experience

Starting Salary - $80,000.00

Salary : $80,000