Helpdesk Team Lead

Essential Functions

• Oversee the daily performance and functionality of computer systems.
• Provide assistance with computer hardware and software, including printing, installations, word processing, email, and operating systems.
• Set up equipment for employee use, ensuring proper installation of cables, operating systems, and software.
• Review technical manuals, confer with users, and run diagnostics to identify and resolve technical issues.
• Respond to user inquiries regarding software and hardware operation.
• Install and perform minor repairs on hardware, software, and peripheral equipment.
• Collaborate with staff and management to determine system requirements or modifications.
• Execute system commands and monitor performance to verify proper operation and detect errors.
• Maintain accurate records of support activities, system issues, and resolutions.
• Develop training materials and instruct users on proper use of systems and applications.
• Perform additional duties as assigned.

Competencies

• Cultural awareness
• Communication proficiency
• Decision-making ability
• Attention to detail
• Design insight
• Organizational skills
• Business acumen
• Relationship management
• Emotional intelligence
• Collaboration
• Supervisory Responsibility

Work Environment

• This role primarily operates in a standard office setting with routine use of computers, phones, and other office equipment such as printers, scanners, and mobile devices.
• Duties may include extended periods of sitting at a workstation as well as standing or walking.
• Visual requirements include close, distance, color, peripheral vision, depth perception, and focus adjustment.

Position Type and Expected Hours of Work

• This is a full-time position.
• Typical hours are Monday through Friday, 8:00 a.m. to 5:00 p.m.
• Occasional evening or weekend work may be required.
• Minimal overnight travel is expected. Occasional travel to satellite locations or other office sites may be required during normal working hours.

Required Education and Experience

• A high school diploma or GED.
• One to two years of related experience or training.
• Experience with Active Directory, ticketing systems, or remote support tools.
• Strong troubleshooting and communication skills.

Preferred Education And Experience

• A bachelor’s degree in a related field.
• Three to five years of relevant experience.
• Certifications such as CompTIA A+, ITIL, or Microsoft Fundamentals.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).

Additional Eligibility Qualifications

• A valid driver’s license is required.

Benefits

• Full benefits package including matching 401K, Health, dental and vision starting day 1.
• PTO.
• Volunteer hours.