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Help Desk Team Lead

Company: WorkFront
Location: Lehi
Posted on: March 18, 2020

Job Description:

Description
The Help Desk Team Lead's role is to provide day to day direction and the first point of contact for escalations for help desk technicians. The team lead will help provide documentations and guidelines for the installation, diagnosis, repair, and the maintenance of workstations to ensure optimal performance. This person will help in gathering data, reporting, and the creation of policies to improve workflow and optimize team productivity.

Responsibilities
Assist in developing long-term strategies and capacity planning for meeting future end
user device needs
Train, coach and mentor Help Desk Technicians and other junior staff.
Develop policies and procedures to ensure SLAs are met
Able to support a variety of devices (Mac/PC) at our primary office
Conduct research on end-user devices in support of standardization and procurement
Evaluate and recommend products for purchase
Write technical specifications for purchase of end-user devices and related products
Collaborate with other departments to resolve complex problems
Purchasing and deployment tasks
Document incidents and solutions
Install, configure, test, maintain, and monitor end user workstations
Responding to incoming service desk chats and ticket system
Record and manage equipment sent to repair depots for equipment under warranty or
service contracts.
Assist in escalated problem resolution

Education, Certification, & Experience
Bachelors in Information Technology related field or equivalent experience
A+, Network+, Security+, or equivalent
Microsoft certifications desired
2 or more years of help desk experience
1 to 2 years of team lead experience
Freshservice Desk or similar ticket system
Gsuite
Okta

Apple and Microsoft environment
Microsoft Active Directory
Zoom Conferencing
VMWare Workspace One or similar UEM

Personal Attributes
Customer service centric
Team oriented, win together mentality
Analytical
Self starter and requires little to no supervisionU.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Workfront are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation, and you are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Keywords: WorkFront, Lehi , Help Desk Team Lead, Other , Lehi, Utah

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