Help Desk, Team Lead
at Roth Staffing

Date Posted: 12/15/2018

Job Description

The Help Desk, Team Lead is responsible for managing the day-to-day operations of the Help Desk, the smooth operation of all laptop and desktop computers, and assist with the maintenance and support of all telephone systems, Windows servers, and related equipment in Roth Staffing’s business information and communications systems environment.  The Help Desk, Team Lead works with internal and limited external customers on a face-to-face basis, ensuring their business computer and phone requirements are efficiently supported and satisfied.  They are also expected to lead in the training of other more junior Help Desk staff and assist with more complex projects. ESSENTIAL FUNCTIONS OF THE ROLE

* Embodies, fulfills, and champions Roth's Mission, Vision & Values, Purpose and Promise, and Guiding Principles, and is a builder of great company culture

* Is passionate about making life better for the people we serve and creating remarkable experiences…every person, every time

* Develops Help Desk processes and workflows and ensures the entire team is following the processes as well as delivering remarkable experiences

* Directly supports a large population of Windows clients in a desktop computer and network troubleshooting capacity 

* Logs all customer problem calls and e-mails, documents desk-side support, and updates status information into the online ticket system application

* Clearly and courteously communicates with internal and limited external customers over the phone and in person

* Analyzes, troubleshoots, and resolves complex application and desktop operating system problems within established procedures and priority time frames

* Handles the support of end-user management functions (creation, deletion and control) in Windows Active Directory and VOIP phone systems

* Handles cabling of computer and network equipment and utilizes diagnostics tools as required to troubleshoot and repair computers and servers

* Performs network administration for Windows services (e.g. OS installation, network configuration, email support, etc.), and troubleshooting functions

* Installs and configures new hardware/software and provides training on these products to other IT Help Desk staff as required

* Performs other IT implementations and tasks in order to support future business growth and expansion of corporate departments, remote branches, and on-premise locations

* Performs at or above established IT Help Desk performance standards

Job Requirements

REQUIRED EXPERIENCE AND ABILITIES

- College degree is required

- 3 - 5 years of technical experience in a high paced IT help desk environment

- Detailed orientated and good verbal and written communication skills

- Experience working with a ticket assignment and tracking application

- Strong technical troubleshooting skills working with desktop and notebook computers, printers, TCP/IP, and Windows services networking

- Able to work independently as well as in team settings with minimal supervision

- Proficient technical knowledge working with Windows Servers and services, including Active Directory, DNS, DHCP, etc.

- Excellent knowledge installing and supporting current versions of Microsoft Windows and/or Apple Macintosh Operating Systems

- Solid experience working with and supporting all Microsoft Office applications; familiar with other common business and productivity software

- Proven customer service skills and phone support etiquette

- Experience in leading a Help Desk Team

- Experience with coaching and mentoring others

- A sound understanding of customer service delivery in an IT environment and server management methodologies

- Able to travel by personal vehicle to other facilities within the area on an occasional basis to provide network support 

- Committed to providing excellent customer service

- The ability to work well in a team environment • DESIRABLE

- BS or BA degree in computer science, business administration, or related field is preferred

- 2+ years in a team lead role

- Microsoft, Cisco or other IT certification a plus

- Familiar with Cisco Unified Communication Manager, Cisco IOS, Cisco Meraki, Office 365, VMware and Dell Servers

- Fortigate, Incapsula, and other knowledge is a plus NOTE:  THIS JOB DESCRIPTION IS NOT INTENDED TO BE ALL-INCLUSIVE. EMPLOYEE MAY PERFORM OTHER RELATED DUTIES AS DIRECTED OR NEGOTIATED TO MEET THE ONGOING NEEDS OF THE ORGANIZATION. We are an equal opportunity employer. We want to have the best available people in every job. Therefore, the Company does not discriminate against its employees or applicants because of race, gender, color, national origin, age, ancestry, religion, sexual orientation, marital status, disability, medical condition, pregnancy, veteran status, uniformed service, genetic information or characteristics, or any other consideration made unlawful by applicable laws. Equal employment opportunity will be extended to all persons in all aspects of the employer-employee relationship, including recruitment, hiring, upgrading, trading, promotion, transfer, discipline, layoff, recall and termination. Job ID: Help Desk, Team Lead Corporate

Contact Name: Vanessa Santana

Job Snapshot

About Us

We are a fun company. We are recognized as a creative leader in and consistently ranked as one of the largest in our industry with more than 100 branch offices nationwide. We never wanted to be the biggest, but by being the best at what we do, we experienced unprecedented success.

What Do We Do? To put it simply, we recruit, screen and hire talented people for temporary and full-time positions. Our business clients love working with us because they can devote more time to achieving their business goals by allowing us to do all the work it takes to find and onboard a talented workforce.

The industry says that we're the BEST and our coworkers are the reason! That's why we are diligent about hiring only the most talented and passionate people. Our coworkers create experiences for our candidates and our business clients that are remarkable and ultimately impact people's lives. For the SEVENTH year in a row, Roth Staffing and its specialized business lines are named "Best Staffing Firms to Work For" by Staffing Industry Analysts. We are also the ONLY staffing company to receive all four of the major honors awarded in the staffing industry. In addition, FORTUNE ranked us #11 on the list of 100 Best Medium Workplaces in the U.S. and continues to rank us on best workplace lists all year including Best Workplaces for Women, Best for Giving Back, Best for Recent Grads, and Best Workplaces for Professional Services.

Our Purpose, Promise and Core Values are the heart and soul of our culture. If the philosophies you see under the "Our Company" tab sound like they describe you then NOW is the time to get on board and help champion the unique culture of an organization you will love being part of.

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