Helpdesk Tech Lead

POSITION SUMMARY: This position is responsible for providing technical assistance and support to end users with computer systems, hardware, or software issues. Assist Level I Technicians with escalated support issues. Respond to queries, run diagnostic programs, isolate problems, and determine and implement solutions. Address and/or support level 1 Technicians with: KEY RESPONSIBILITIES: • Install, modify, and repair computer hardware and software. • Test and repair faulty equipment. Replace component parts of computers and printers. • Set up and deployment of new desktops, laptops, phones, and printers. • Train workers in the use of new software and hardware. • Support audio and video equipment in conference rooms. • Manage incidents through Help Desk ticketing system. • Handle escalated issues that level 1 support may not be able to handle. • Responsible for managing and monitoring applications in support of the Help Desk which include: • Patching and updating laptops and workstations • Anti-virus patching and compliance • Microsoft O365 access and creation of mailboxes and distribution lists • Work with vendors to research and test new technologies • Assist Network and Systems Administration • Perform remote troubleshooting through diagnostic techniques and pertinent questions. • Maintain computer hardware and software inventories and coordinate asset management tracking. • Assist in adding, modifying and deleting users on the network. • Assist with support of the wireless environment for the company-wide network. Support Wi-Fi setups on laptops, RF guns and desktops. • Assists with supporting VPN users in the company-wide network. Setup and configure VPN on laptops and user accounts. • Keep current thorough technical journals or manuals, attend vendor seminars on new computer hardware and software. • Jira (ITSM tool) skillset to include the following: · Creating and managing: · Projects (company-managed vs team-managed) · Custom fields · Screens and screen schemes · Issue types and schemes · Configuring permissions and roles · Setting up notifications and automation rules · Using Jira Automation (rule builder) · Writing logic · Basic understanding of conditions, triggers, and actions · Evaluating and installing apps from the Atlassian Marketplace · Creating dashboards and filters (JQL – Jira Query Language) · Building reports · Managing access control to views and functions. · Designing scalable permission schemes · Handling compliance and audit needs The above duties are meant to be representative of the position and not all-inclusive.

MINIMUM JOB REQUIREMENTS : · Education/Training: High school diploma/GED required, associate degree preferred or equivalent Technical Degree · Business Experience: 3+ years’ experience in an IT-related position KNOWLEDGE, SKILLS & ABILITIES : · Good understanding of computer systems (desktops/laptops), printers, mobile devices and other tech products. · Strong problem-solving skills and must be detail-oriented, thorough, and organized. · Demonstrated customer service skills to ensure exceptional customer experience. · Experience with Anti-Virus solutions, Exchange, LAN environment, and Active Directory. · Must have technical knowledge and experience with Microsoft O365, Windows Microsoft Office 2013 and 2016 PHYSICAL DEMANDS: · Ability to sit or stand for long periods of time if necessary. · Ability to bend, reach and pull as necessary to meet daily demands of the job · Ability to lift 30 lbs. unassisted. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

$23 - $32 The actual compensation for the position may vary based on market differences and on factors such as skills, experience, qualifications and can vary based on location and/or work schedule. In addition to base pay, CareTria offers a comprehensive benefits package. Full-Time benefits include access to health, dental, and vision insurance; retirement plan options; paid time off; paid parental leave; employee assistance programs; and other perks. Eligible employees may also have access to performance bonuses. CareTria is an Equal Opportunity Employer.