Help Desk Lead

• Serve as technical lead for the IT Help Desk including analyzing business processes and researching and recommending technology solutions for improving customer service and problem resolution
• Provide all aspects of technical customer support for faculty, staff, and students
• Install/upgrade/maintain the Help Desk’s incident tracking software and knowledge base applications

• Considerable knowledge of customer service techniques to include understanding customer needs and effectively communicating options for problem resolution
• Considerable knowledge of personal and notebook computer hardware and software troubleshooting and resolution
• Considerable knowledge of Microsoft operating systems
• Considerable knowledge of Internet-based applications
• Some knowledge of Apple personal and notebook computer hardware and software troubleshooting and resolution
• Working knowledge of technologies applicable to business process in customer service
• Excellent written and verbal communication skills
• Demonstrated ability to effectively manage time
• Demonstrated ability to provide technical and project leadership to other staff members
• Considerable experience troubleshooting and supporting multiple software applications
• Demonstrated experience troubleshooting and understanding mobile platforms and/or related mobile technology
• Some experience troubleshooting Internet-based applications
• Some experience sourcing, developing and/or managing content for documentation and publishing
• Previous experience in a fast-paced, front-line technology support center
• Understanding of data communication protocols and their role in diagnosing network-related issues
• Foundational knowledge of UNIX-based systems, including basic administrative and troubleshooting tasks
• Strong grasp of client/server architecture and its application in enterprise support environments
• Working knowledge of service desk SLAs, performance metrics, and reporting practices to support effective service delivery
• Familiarity with support center software platforms, including contributing to their configuration and administration
• Proven experience supervising staff, including recruitment, onboarding, scheduling, and performance development
• Demonstrated ability to plan, lead, and complete technical projects
• Ability to design and deliver structured technical training to end users and support personnel
• Experience managing hardware, software, and staffing resources to meet evolving operational requirements
• Prior experience in higher education technology support, with an understanding of academic environments and student-focused service
• Considerable experience working in a fast-paced, front-line technology support center
• Possesses proficiency in video editing and creation, demonstrating a solid understanding of the craft

CompTIA A+, Security+, Network+, or equivalent knowledge/experience