Help Desk Lead/Desktop Support

14 Nov 2024

Vacancy expired!

Job Profile SummaryCAI is seeking an onsite Help Desk Lead. The position is located in Bethlehem, PA and will require this person to work on site. We are pleased to offer a full, comprehensive benefits package.

Duties and Responsibilities
  • Actively manage help desk operation including tracking and monitoring of IT performance, assignment of internal and external resources for coverage, and build up of knowledge base
  • Act as escalation for all help desk related issues in the PA office, providing support and advice to staff and end users
  • Primary point of command and control for P1 issues
  • Track and manage problems (trends of issues) to drive future improvements
  • Manages controls & compliance across help desk function
  • Develop appropriate content/training for end user community in all help desk processes, FAQ, or relevant knowledge required to operate hardware and software deployed
  • Primary point of contact for software and hardware vendors supporting help desk function
  • Identify improvements in process and/or technology that can be made, either to support IT or end user environment
  • Approve and track location specific expenses
  • Reads trade material and networks with IT professionals to obtain current information about the latest technologies in use as well as future technologies
  • May have IT specialty like networking, compute, operating systems, cloud, etc.

Qualifications
  • Experience leading a Help Desk Team
  • Experience working in a manufacturing environment preferred
  • 3+ years’ experience as a team lead or senior technician of an IT Help Desk.
  • Must be willing to work effectively within a team environment in a fast-paced role.
  • Must possess excellent communication skills, be dependable, outgoing and positive with excellent problem-solving skills.
  • Experience in oversight and management of Service Desk technicians; preferably with personnel located in multiple locations.
  • Must have the ability to communicate moderately complex or technical information, ideas and results effectively in both oral and written form; compose correspondence and reports. Interact daily with staff and/or functional peer groups and customers.
  • Familiar with standard corporate security policies.

  • ID: #22717054
  • State: Pennsylvania Bethlehem 18015 Bethlehem USA
  • City: Bethlehem
  • Salary: Depends on Experience
  • Job type: Permanent
  • Showed: 2021-11-14
  • Deadline: 2022-01-03
  • Category: Et cetera