Service Desk Lead

Job Description

Job Description

Job Description :

• Provide proactive and prompt first level support and troubleshooting to diagnose and resolve network, application, phone, and system technical issues for end users
• Serve as the main escalation point for support issues
• Provide Email and Connectivity support for mobile devices
• Support, Diagnose, and Troubleshoot Microsoft related technologies : Windows, Office 365
• Support, Diagnose, and Troubleshoot Epicor Eclipse and Point of Rental ERP applications
• Support, Diagnose, and Troubleshoot various other applications and solutions as needed by staff
• Administration of Active Directory users, account lockouts, and password resets
• Configure, install, and support various devices including desktops, laptops, and printers
• Liaise with third-party vendors and other IT personnel for problem resolution
• Provide a high-level of customer service to staff
• Document internal processes and procedures
• Identify areas of enhancement for overall Service Desk performance
• Maintain daily documentation through service tickets in Ticketing System
• Other duties and tasks as assigned

Job Requirements :

• High School Diploma
• 2-5 years of experience in the IT field required or related School / Training
• Excellent communication skills
• Ability to multi-task, working collaboratively and independently on a fast-paced team
• Desire to continuously learn and improve
• Enthusiastic and dedicated to the excitement of a growing company
• Excellent follow-through to see tasks through completion
• High level of organization, keen attention to detail
• Successful passing of a background check
• Current, valid US driver's license is required

In addition to the primary responsibilities outlined above, the employee may be required to perform other related duties as assigned by their supervisor.

These duties will vary in nature but are all integral to the successful operation and continuous improvement of the department.

The employee is expected to adapt to the dynamic needs of the organization, demonstrating flexibility and a proactive approach to unforeseen tasks and challenges.

This includes, but is not limited to, participating in special projects, assisting with departmental initiatives, and providing support across various functions to ensure overall efficiency and effectiveness.

The scope of these additional duties will align with the employee’s skills, experience, and organizational goals.