| Helpdesk LEad at Remote, Remote, USA |
| Email: [email protected] |
| From: Laya, Incom Technologies [email protected] Reply to: [email protected] Helpdesk LEad Onsite rate 50hr Responsibilities Lead the Help Desk team in providing Tier 1 and Tier 2 IT Service Desk support for NEA employees and contractors. Oversee the response to service requests via telephone, email, voicemail, and direct walk-ups, ensuring high levels of customer satisfaction. Manage and troubleshoot a variety of technologies, including Windows and Apple OS, Microsoft Office, Adobe products, VOIP telephones, video teleconferencing tools, VPN, and secure remote access solutions. Supervise the support for a range of devices, such as desktop computers, laptops, tablets, smartphones, printers, scanners, and other peripherals. Ensure the Help Desk team adheres to Information Security and Privacy Awareness training and complies with USGCB and DISA STIGS standards. Utilize and maintain the service desk ticketing and tracking systems, ensuring accurate record-keeping and efficient ticket resolution. Coordinate hardware moves, setups, and presentation support. Provide guidance and training to team members and NEA users on various applications and systems. Collaborate with NEA's OITM and other teams to maintain, update, and enhance IT services and processes. Monitor and report on service desk performance, identifying areas for improvement and implementing strategies to enhance service delivery. Required Education and Experience Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant experience may substitute for the degree requirement on a year-for-year basis. Minimum of 5 years of experience in IT help desk support, including at least 2 years in a supervisory or lead role. Keywords: information technology Helpdesk LEad [email protected] |
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| Wed Nov 13 22:46:00 UTC 2024 |