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Role Title: Service Desk Lead
Duration: 6 months, potential CTH
Preferred Location: Local to Northern Chicago suburbs- 5 days onsite
Role Description:
You will assist the IT Service Desk Manager in key tasks to meet the Service Desk's goals and responsibilities and keep the department running smoothly. This includes:
- Scheduling Team members for visits to remote sites; updating the calendar; keeping the IT Service Desk manager informed
- Keeping the calendar of New Hires and Terminations, making sure both are completed on a timely basis; Insuring team members are following all procedures so our documentation remains up to date
- Keeping an up-to-date list of laptops available for deployment
- Training Team members in the latest updates and procedures
- Provide "White glove" service to senior level employees as needed
- Lead and also provide IT support relating to technical issues involving various IT systems and applications, including O365, OKTA, Active Directory, Computer hardware and operating systems.
- Manage Windows OS patching process for all workstations to ensure all known vulnerabilities are patched according to the IT security compliance requirements.
- Provide level 1&2 technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Provide remote access solutions installation and technical support to all IT users: VPN and Terminal services.
- Effectively lead and use IT help ticketing tool to consistently achieve Service Level Agreement (SLA) commitments.
- Provide an extraordinary customer experience to all IT users (employees), including exhibiting effective communication by keeping IT users informed of incident progress, and impending changes/planned IT system outages.
- Maintain IT systems and applications knowledge base articles relevant to the IT service desk function and keep them accurate/updated.
- Participate and support cyber security incidents response group's operational activities to timely avert cyber security threats.
- Responsible for managing IT computer assets, including computer inventory management and e-waste recycling process.
- Monitor and evaluate efficiency of software/hardware usage, providing items to be covered in training of users, making them more efficient.
- Lead and provide computer deployments and repair work service, including installation of workstations and printers on the LAN.
- Monitor and report licenses on applications to ensure compliance on a periodic basis.
Requirements:
- Bachelor's degree in computer science or equivalent, with 7 - 10 years of related experience.
- Minimum 12 years of related experience if no college degree.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job Role Title: Service Desk Lead
Duration: 6 months, potential CTH
Preferred Location: Local to Northern Chicago suburbs- 5 days onsite
Role Description:
You will assist the IT Service Desk Manager in key tasks to meet the Service Desk's goals and responsibilities and keep the department running smoothly. This includes:
- Scheduling Team members for visits to remote sites; updating the calendar; keeping the IT Service Desk manager informed
- Keeping the calendar of New Hires and Terminations, making sure both are completed on a timely basis; Insuring team members are following all procedures so our documentation remains up to date
- Keeping an up-to-date list of laptops available for deployment
- Training Team members in the latest updates and procedures
- Provide "White glove" service to senior level employees as needed
- Lead and also provide IT support relating to technical issues involving various IT systems and applications, including O365, OKTA, Active Directory, Computer hardware and operating systems.
- Manage Windows OS patching process for all workstations to ensure all known vulnerabilities are patched according to the IT security compliance requirements.
- Provide level 1&2 technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
- Provide remote access solutions installation and technical support to all IT users: VPN and Terminal services.
- Effectively lead and use IT help ticketing tool to consistently achieve Service Level Agreement (SLA) commitments.
- Provide an extraordinary customer experience to all IT users (employees), including exhibiting effective communication by keeping IT users informed of incident progress, and impending changes/planned IT system outages.
- Maintain IT systems and applications knowledge base articles relevant to the IT service desk function and keep them accurate/updated.
- Participate and support cyber security incidents response group's operational activities to timely avert cyber security threats.
- Responsible for managing IT computer assets, including computer inventory management and e-waste recycling process.
- Monitor and evaluate efficiency of software/hardware usage, providing items to be covered in training of users, making them more efficient.
- Lead and provide computer deployments and repair work service, including installation of workstations and printers on the LAN.
- Monitor and report licenses on applications to ensure compliance on a periodic basis.
Requirements:
- Bachelor's degree in computer science or equivalent, with 7 - 10 years of related experience.
- Minimum 12 years of related experience if no college degree.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
Report this job