Help Desk Team Lead

Duties and Responsibilities:

% of

Time

1.

Rapidly diagnose and resolve complex technical problems spanning computer hardware, software applications, and network connectivity.

Provide setup and support for mobile phones (iOS/Android) and desk phones, including basic VoIP troubleshooting and video conferencing support.

Address issues related to Microsoft Office 365, VPN access, endpoint security (Antivirus, DLP, Encryption), Multi-Factor Authentication (MFA), mobile devices, printer and scanner functionalities, and shared network resources. Run diagnostic programs to troubleshoot and resolve issues.

30 %

2.

Serve as a primary point of contact for user IT support needs, managing and

resolving requests across all communication channels (ticketing system, phone,

and in-person). Efficiently track and manage support requests through a help desk application.

30 %

3.

Manage onboarding and offboarding processes, including the creation, modification, and deactivation of user credentials and system access in accordance with IT and HR policies.

20 %

4.

Perform PC maintenance, software installation, upgrades, and initial configuration utilizing remote monitoring and management software such as Microsoft SCCM.

15 %

5.

Assist with the development of Help Desk workflows, best practices, and onboarding procedures. Support knowledge base development and contribute to process improvements, documentation and end-user training manuals when requested.

5 %

TOTAL:

100%

Bachelor's degree in information systems and related field or equivalent work experience

Minimum of 5 years' experience in similar corporate IT support environments

• Exceptional oral, written, and interpersonal communication skills.
• Strong organizational skills to prioritize and manage a heavy workload and multiple deadlines, ensuring all issues are documented and resolved.
• Good knowledge of Microsoft Products, including SCCM, Office 365 Suite, SharePoint, Endpoint Security and Collaboration Technologies.
• Strong expertise to support remote users.
• Some lifting of equipment (up to 25 lbs) may be required.
• Familiarity with networking concepts, including LAN, VPN, wireless networks and internet connectivity.
• VMWare Virtualization and Network Security (firewall, Proxy, NAC) basic knowledge.
• Must be able to perform the essential functions of the role, including walking or standing for extended periods, with or without reasonable accommodation.

• Microsoft Certification or proved experience on major Microsoft products
• Cisco Network, Voice, Wireless, Security certifications will be considered a plus