Help desk team lead job description

FedPoint, previously doing business as LTC Partners, was founded in 2002 and is a versatile administrator of large-scale insurance and benefits programs. We are hiring a Help Desk Team lead to join our team! This is an exciting role working in a 400-person company with big aspirations, and a wonderful culture.

The Help Desk Team Lead, is responsible for providing direction and ensuring customer support objectives are met. This role assists with management, support, and maintenance for the ongoing day to day operations of the Help Desk. They will coordinate support issues and service requests between the Help Desk staff and the System/Network Engineers. They will ensure timely distribution of knowledge and positive impact on user satisfaction and productivity. This job requires the lead to be hands-on and have the skillset to solve technical issues.
* Associates degree in an Information Technology field preferred.

* MCP and/or A+ certification preferred.

* 3 year of prior experience in the operation and support of an IT Help Desk.

* 1 year as a Help Desk Lead.

* Experience supporting software and hardware platforms including Microsoft Windows 7 and Office 2013.

* Experience troubleshooting laptop, VPN connections, remote issue, fax, printer and IP phones

* Experience with VMWare View and zero clients.

* Knowledge of Active Directory, antivirus, encryption, and Sharepoint preferred.

* Strong customer service orientation and interpersonal skills.

* Must be able to work in a team environment and communicate effectively with team members, managers and customers.

Benefits:

In addition to working for an excellent company, with great people and culture, what's in it for you?

Here's just a sampling of some of the benefits that full-time members of the FedPoint family receive:

* Comprehensive orientation and on-boarding to get you acclimated to your new job and your new company.
* 6% matching 401k contribution, with 100% immediate vesting.
* Lots of Paid Time off - 3 weeks' vacation, 7 sick days, 3 personal days, and 12 paid holidays!
* Competitive benefits including Health, Dental, Vision, and disability insurance, along with Flexible Spending Accounts, and a generous Retirement Program.
* Generous tuition reimbursement program to support career goals.
* Corporate Giving and Matching Gifts Program.
* A wide variety of personal, professional, and career development programs available.
* Comprehensive wellness program offering a variety of resources and activities to help your wellbeing in the following areas: career, financial, mental & emotional, physical and social & community.

FedPoint is an equal opportunity employer. Our company is a Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) federal contractor and committed to hiring veterans.

Role and Responsibilities

SUMMARY

Ideal candidates provide technical expertise to both the end users and front line fellow employees who are tasked to solve technology problems for the end users. The candidates' responsibilities include monitoring and supporting maintenance for enterprise software deployed with modern cloud technologies in a security focused environment. The candidate will assist their fellow employees by overseeing a service desk ticketing system to appropriately resolve software problems and to help in the deployment of new technology as required. While performing these functions, the candidate will also be expected to provide technical insight and guidance to the team they will be assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Document and properly assign end user issues using a service desk ticketing system.
* Troubleshoot problems with computer software and make repairs and corrections where required.
* Be prepared to communicate with other partners and vendors to resolve end user issues
* Be prepared to solve complex software calls or work with the appropriate staff to resolve issues.
* Support remote computing and telecommuting clients.
* Evaluate and troubleshoot software for functionality.
* Exercise responsibility for the integrity, security, and maintenance of the systems.
* Provide cross training to other staff members.
* Will need to be open to working shift or rotating hours.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

* Must have a Secret clearance with eligibility for a Top Secret clearance.
* Must have Security+ certification
* Extensive experience with software platforms to include MS Windows 10.
* Extensive experience in Microsoft Suite Office 2016/O365.
* Must have extensive experience with Microsoft Active Directory and user management.
* Great diagnostic and troubleshooting skills.
* DOD Approved 8570 Baseline Certification such as A+ CE, CCNA-Security, CND, Network+ CE or SSCP or higher or the ability to obtain an approved certification within 6 months of employment.
* Excellent customer service skills.
* Knowledge of TCP/IP networking, and related network services (i.e., DNS, SMTP, DHCP, etc.).
* Ability to manage multiple tasks, while effectively focusing on priority issues and staying within service level agreement targets.
* Ability to create, document, and follow processes and procedures.
* Able to understand the core of the client's issues and solve them expeditiously.
* Able to identify trends in helpdesk calls to identify core problems and client trends.

PREFERRRED QUALIFICATIONS

* AWS/Azure deployments and cloud certification
* Familiar cloud resource
* Familiar with Docker and Kubernetes platforms (Container Management)
* Familiar with Storage options such as Ceph, Rook, OpenEBS, and Longhorn
* Familiar with API Gateways such as ISTIO
* Familiar with GitOps tools such as Terraform and Ansible
* Familiar with Databases such as Elasticsearch, redis, and PostgreSQL
* Ability to monitor performance of a system's behavior to detect a cyberattack
* Familiar with application administration and offline components that may result in a degradation of performance
* Familiar with JIRA/Confluence configurations (i.e. workflows, security permissions, etc.)
* Ability to address security vulnerabilities and/or product enhancements

EDUCATION AND/OR EXPERIENCE

* B.S. degree in Computer Science, Computer Engineering, Information Technology, Electrical Engineering or other technical equivalent including on the job experience and/or certifications.
* Must possess at least 3 years of recent experience with enterprise IT systems or support of the enterprise IT model or Customer services
* Excellent written and verbal communication skills are required.
* Must be capable of explaining and instructing technical data in non-technical terms.
* Reasoning ability.
* Ability to read the room of junior technicians and fill gaps.
* Ability to help in limiting over taxing of the helpdesk workflows.
* Possess the ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problems.

SECURITY RESPONSIBILITIES

* Compliant with all company Information Systems security policies and procedures.
* Shall be assigned specific responsibility for Information Security by immediate supervisor or department management.
* Shall not divulge any information, or afford access, to other employees not having a need-to-know.
* Shall not divulge information outside company without management approval.
* Incumbent shall execute company non-disclosure agreement prior to access to any controlled information.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Must be able to work with minimal supervision.
* May be working in areas with the risk of electrical shock, near moving mechanical parts driven by hydraulics under high pressure and in high precarious places.
* Ability to perform essential duties and responsibilities worldwide.
* Must be willing to work a flexible schedule and overtime.
* Limited travel may be required.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

* Able to lift and carry a minimum of 35 pounds and manual dexterity to bend, stoop, squat and stand for prolonged periods.
* Must have visual color acuity.
* Must have the ability to work overtime as necessary.
* Must be able to sit and operate a personal computer for long periods.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for their job. Duties, responsibilities, and activities may change at any time with or without notice.

As part of Executive Order 14042, you may be required to be fully vaccinated against COVID-19 by January 4, 2022. CAE USA will consider employee requests for exemptions to the vaccination requirements based on medical/disability or sincerely held religious beliefs. All requests will be reviewed in accordance with applicable laws and must be approved by CAE USA prior to employment.

CAE USA Inc. is an EOE/AA employer and gives consideration for employment to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you'd like more information about your EEO rights as an applicant under the law, please click here EEO is the Law poster.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

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Position Type

Regular

CAE thanks all applicants for their interest. However, only those whose background and experience match the requirements of the role will be contacted.

Equal Employment Opportunity

At CAE, everyone is welcome to contribute to our success. With no exception.

As captured in our overarching value "One CAE", we're proud to work as one passionate, boundaryless and inclusive team.

At CAE, all employees are welcome regardless of race, nationality, colour, religion, sex, gender identity or expression, sexual orientation, disability or age.

The masculine form may be used in this job description solely for ease of reading, but refers to men, women and the gender diverse.