Service Desk Team Lead

Pittsburgh, PA

Industry: Information Technology Job Number: Req-3909 Pay Rate: Negotiable

A well-established IT managed services firm, located in downtown Pittsburgh, is seeking a Service Desk Team Lead.

Responsibilities:

  • Ensure the 2-3 Technical Support Specialists (TSS) are completing their job orders accurately and efficiently
  • Ensure work tickets (job orders) are being picked up in a timely manner
  • Ensure customer communication is effective and completed as necessary
  • Handle customer escalations of TSS team members
  • Will be the first line of support for customers
  • Conduct computer diagnostics onsite and remotely to investigate and resolve problems by providing technical assistance and support
  • Troubleshoot and resolve systems related issues in real time to minimize operational down time
  • Set up and install computer equipment, cables, operating systems, and other software
  • Update security programs
  • Spyware & virus prevention and removal
  • Train users in proper use of hardware & software
  • Configure, maintain, monitor, and back up of servers & appliances
  • Perform and/or oversee software and application development, installation, and upgrades
  • Internal network and server management
  • Communicate with customers to solve problems, design infrastructure, assist with growth planning, and provide best practice analysis
  • Communicate with vendors and 3rd parties to ensure completion of tasks in a timely manner and to customer's satisfaction
  • Minimal travel to client sites locally

Qualifications:

  • Associates Degree in Computer/IT field is required along with 3-5 years’ experience in a similar position
  • Technology experience with Microsoft Server 2008+, Microsoft Exchange 2010+, firewall and networking configuration, Office 365 administration, ConnectWise Suite, Autotask, Datto, Cisco Meraki, and Microsoft Azure
  • Customer service oriented with good communication skills, both verbal and written
  • Ability to work in a fast-paced, deadline-oriented environment
  • Ability to lift up to 50 lbs.
  • Valid driver’s license and reliable vehicle required

Hours: Monday-Friday, 8:00am-5:00pm

JH Technical Services

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