Lead technical support representative vs help desk representative

Differences between lead technical support representative and help desk representative duties and responsibilities

Lead technical support representative example responsibilities.

• Serve as a SME and the main point of contact when agents and other leads have questions.
• Contact appropriate agencies for patients who present with potential domestic issues, while upholding company privacy policies and patient confidentiality.
• Create, deploy and administer SharePoint site for each team including document management, web parts, and event receivers.
• Utilize security methodology for DNS servers, firewall and configuration.

Help desk representative example responsibilities.

• Manage and troubleshooting of VOIP systems, setup of new IP phones and configuring PBX.
• Collaborate with appropriate technology/policy department to troubleshoot end user problems.
• Assist showrooms as part of support team with conversion from old POS PC system and registers to new ones.
• Inspect kiosk software to investigate and troubleshoot machine that includes motor, sensors, controller boards, and moving parts.
• Support technical POS terminals remotely.
• Administer Production/Testing mainframe environments and run operational tasks.
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