Minimum of 5 years of experience in a technical Help Desk environment on a business helpdesk team supporting local and remote users.
Experience identifying and troubleshooting PC hardware and line of business software applications.
Ability to work independently and in a team environment, to deal with constant change and competing priorities, and to participate in continual process improvements.
Experience supporting remote application access technologies (Citrix, RDP)
Knowledge of VOIP and associated systems highly desirable.
A+ , Net+ and/or MCP certificates highly desirable

Must possess excellent problem solving skills. Must be able to understand and quickly diagnose problems associated with personal communications, peripheral equipment, networking, and desktop applications.
Working knowledge of user account management and privileges.
Excellent interpersonal skill, namely communication, customer service, and a can-do positive attitude.
Excellent, self-driven, detail orientation in a multi-tasking environment. Must be able to spend extended periods of time on the phone, handle multiple call and problems simultaneously, and follow-through to issue resolution.
Ability to type is a must.
Technical certifications helpful, but not required.

Staff the Help Desk phone line taking user requests for PC/Network/Phone/PDA assistance.
Maintain user account privileges, on a timely basis, for network and application profiles.
Provides training / knowledge transfer for basic desktop application features.
Receive and document all user support calls in the IT help desk tracking application for problem resolution regardless of nature. Escalates tickets when issues are not easily identified or corrected.
Tag and track IT-related assets.
Provide help desk coverage, direction of problem resolution of workstation hardware, software and printers (Windows, Macintosh and many different types of peripheral hardware and software).
Assist IS staff when necessary to implement new network technologies.
Maintain and update the help desk database, provide "Help desk" utilization reports as requested.
Provides user level support for corporate IT, telephone and voice mail system.
Supports the use of MS Office and all other business applications.
Tracks and follows up on unresolved issues and reports same as requested.
Other duties as assigned.

Travel Required: No
Financial/Budgetary Responsibility: No
Strategic Planning Responsibility: No
Number of direct reports: None

Help Desk Lead