Lead Helpdesk Analyst
Job Description
The Lead Helpdesk Analyst role is an integral team member who works with the various stakeholders to provide technical support (tier 1 / 2) across various custom applications. You'll be the technical resource and point person interacting with customers, developers, and management, to identify and resolve complex technical problems. In this role you will be collaborating with the technical team using Agile tools like JIRA / AzureDevOps.
- Provide customer support during core hours 8 am - 5 pm e.s.t (Monday - Friday)
- Resolve service requests and incidents escalated from Tier 1/ 2
- Interact with customers over the phone, through email and in person
- Perform remote troubleshooting of customer issues
- Provision, modify and delete user accounts
- Escalate issues to management and application teams as needed
- Daily, review & prioritize emails
- Attend daily stand-up calls and escalate issues to scrum master
- Provide support for all requests and incidents escalated from Tier I
- Install and re-install pre-packaged software as well as custom software
- Identify and resolve incidents, and escalate to application teams as needed
- Provide support to identified VIPs
- Develop and maintain standard operating procedures for the help desk
Requirements
- Bachelor's degree in computer science or a related field
- Must have 2-3 years of experience in relevant dedicated help desk customer support environment
- 2-3 years experience supporting Mac OS or equivalent experience
- 3 years experience with current Windows Desktop OS, Windows Server internet browsers, LAN connectivity, and network printing in a large environment
- This role requires strong communication skills and the ability to work across teams to create optimal business solutions
- You should also have the ability to communicate effectively with vendors and service providers
- Excellent verbal and written communication skills
- Attention to detail and exceptional organizational skills are a must for this role
- Hardware and Software Inventory management
- Scripting Experience (PowerShell/Shell/Python)
- Service Desk/ITSM Platform experience
- Experience with collaboration tools such as Teams, Google, etc
- Basic Project Management skills
- Administration experience with Active Directory, Network Devices, Cloud Platforms (Azure/AWS), SQL
- The ability to quickly understand and solve customer issues using customer service best practices while maintaining a positive attitude
- Individual should be able to multi-task and establish priorities and have a genuine eagerness to learn new concepts
Desired Skills & Qualifications:
- The Lead Helpdesk Analyst role will report to the Project Manager and ScrumMaster
- They will respond to and diagnose Level 1 / Level 2 Technical Issues
- The Lead Helpdesk Analyst will conduct problem identification, research, isolation, resolution, and follow-up, ensuring excellent customer service and timely closing of trouble tickets in the ticketing system
- They will coordinate additional support to ensure problem resolution, customer satisfaction, and quality assurance
- The successful candidate will contribute and participate in challenging projects that span the spectrum of IT Operations
- Lead and Provide Level 2 and Level 1 Technical support
- Assist with monitoring, deployment, system administration of servers, applications, and upgrades
- Research, test and review new products to enhance support tools and streamline processes
- Assist in implementation of strategic projects and initiatives
- Create and share documentation outlining solutions to common issues or performance of tasks
- Assist with gathering of Help Desk Metrics to identify performance of the Helpdesk team members
- Record all IT requests and input problem information into the ticketing system, focusing on first call resolution for requests on infrastructure and applications while documenting progress
- Escalate/assign tickets as needed, coordinate meetings or conference calls in situations where cross-team troubleshooting or collaboration is required
- Troubleshoot and Document security issues on end-user computers
- Keep teammates and management informed of trends, significant problems, and unexpected delays
- Develop training guides and documentation/user guides for common user issues and platforms
- Remote into user's workstation to troubleshoot issues
- Monitor and troubleshoot system alerts and escalate if necessary
- Manage performance, uptime, and delivery of systems and enterprise applications
- Improvement and enhancement of Cloud implementations through DevSecOps processes
- Will be required to participate in on-call rotation for holidays, after hours, and weekends
Additional Information:
- In order to meet the clearance requirements for this opportunity, candidates must be US Citizen and/or Current Green Card Holder.
- All candidates will be subject to a complete background check to include, but not limited to Criminal History, Education Verification, Professional Certification Verification, Verification of Previous Employment and Credit History.
- Public Trust background investigations can take approximately four to eight weeks and requires fingerprinting.
Other Information:
- The salary for this position is $50,000 - $85,000 annually
- For information on SFI's benefits please visit http://www.spatialfront.com/pages/career.html
- This is a full-time W2 position.
- Please no agencies, third parties, or corp-to-corp.
- Spatial Front Inc. is an Equal-opportunity Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
- Spatial Front Inc. participates in E-Verify.
Date Posted
08/26/2023
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Subjectivity Score: 0.8
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