IT Help Desk Lead
Loffler Companies, Inc. - Bloomington, MN

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Position Summary:
The Help Desk Lead will demonstrate strong leadership skills, possess a passion for customer service, and maintain a true desire to deliver results with a sense of urgency. The Help Desk Lead will have the discipline to oversee the day-to-day help desk operations while possessing the strong technical skills needed to provide world-class customer support efficiently and effectively.

Essential Duties and Responsibilities:
  • Provide tier I/II support to customers
  • Monitor help desk performance using ConnectWise and other tools
  • Oversee and address service escalations
  • Coordinate workload with fellow help desk engineers and leads.
  • Coordination and scheduling of help desk staff to ensure optimal coverage
  • Provide training to new and existing staff
  • Mentor help desk team via one-on-one meetings and other methods to provide coaching and guidance
  • Collaborate with colleagues to achieve superior customer service
  • Continue the development of skills to become progressively proficient within areas of responsibility
  • Work with management team on internal and external projects
  • Work with management team to implement workflows to increase efficiency
  • Assist management with input for engineer’s yearly reviews
  • Technical lead on simple projects
  • Escalate issues to senior engineers or manufacturer/VAR
  • Assist with changes to Loffler IT tools and systems
  • Monitor and address system alerts (i.e. Down Servers, Backup Alerts, Critical System Alerts)
  • Solve problems by utilizing training, knowledge, tools and analytical skills while on call or processing a case
  • Create and publish documentation in our knowledge base
  • Document and maintain detailed history of service tickets from start to finish
  • Provide a high degree of customer satisfaction, technical expertise, accuracy, and timeliness
  • Assist engineers and customers in solving technical problems
  • Alert management on recurring problems and patterns of problems
  • Create, record, and resolve incoming requests for service
  • Contribute to and maintain system, installation, and configuration standards and procedures
  • Other duties as assigned
Essential Education, Skills and Experience:
  • Associate or Bachelor’s degree in IT or related technical field (i.e. Computer Science, Engineering)
  • 5+ years IT support experience
  • Associate or intermediate level technical certification(s) preferred
  • Excellent leadership skills
  • Strong attention to detail and follow through skills
  • Ability to work under pressure, multitask, and meet deadlines
  • Excellent customer service, communication, and troubleshooting skills
  • Demonstrate excellence in organizational and time management skills
  • Confident phone presence and exceptional customer service skills are a must
  • Aptitude for creative and alternate solutions
  • Strong team player
  • Good judgment and technical common sense
Work Conditions:
  • High energy position dealing with clients on a daily basis
  • Requires occasional evening and/or weekend work for both scheduled and on-call activities
  • Ability to lift 40 pounds

Loffler Companies, Inc. - 2 years ago - save job