Help Desk Tier 2 Lead

• Ensures feedback on technician quality assurance, problem resolution and customer satisfaction.
• Instructs, directs, and oversees the work of other personnel including scheduling and adjusting changing customer requirements.
• Provides solutions for all desktop and laptop systems, including hardware, software, and tools.
• Develops or modifies operating procedures and manuals to solve complex problems.

• Excellent customer service skills
• Be detail oriented and possess excellent organizational skills
• Excellent writing and communication skills
• Excellent at IT support problem solving skills and have a broad understanding of relationships between hardware and software applications as necessary.
• Proven knowledge of basic PC troubleshooting of Windows 7, Windows 10, Microsoft Office applications, iPhone and Android devices, secure USB storage devices, and local and/or network printers
• Ability to follow through on multiple issues in a fast-paced environment with dynamic priorities

Education, Certification, and other Requirements:

• Four years of combined Tier 1 Help Desk and Tier 2 Deskside Support work experience; OR two years of Tier 2 Deskside Support experience PLUS completion of two years of college level or vocational coursework in computer science or a closely related field
• Must be able to obtain Public Trust clearance
• Valid US Driver’s License
• Authorized to work in the United States

Preferred, but not required:

• ITIL Foundations Certification
• Service Now experience/certification
• CompTIA A+ certification

• Medical, Dental and Vision coverage
• 401(k) Matching
• PTO