Lead Help Desk Analyst

Responsibilities

• Leads team members, providing guidance and collaborating with the business and staff.
• Provides technical support and troubleshooting assistance to end-users.
• Identifies, diagnoses, categorizes and troubleshoots Tier 1 problems and advises on appropriate action.
• If necessary, redirects problems or requests to appropriate personnel for resolution.
• Informs management of recurring problems.
• Documents, resolves, and follows up on end user incidents and requests utilizing Help Desk tracking tools and collaborates with other team members and departments.
• Follows established Help Desk policies and procedures and utilizes an automated system to support the Help Desk activities, including documentation on incident resolution, customer support responsiveness, and the logging of service requests.
• Collaborates with help desk staff and assists with scheduling to ensure the help desk is operational during scheduled hours.

Requirements

• Bachelor's Degree in Computer Science or related field Required or Combination of relevant education and experience may be considered in lieu of degree
• Required Experience: 2 years Lead experience
• Required 5 years experience and knowledge of Help Desk operations with a PC orientation, PC support activities, and customer support role with extensive application knowledge
• Required 5 years experience with Windows operating systems, common PC applications including but not limited to MS Office Suite