Service Desk Lead

Job Description
Responsibilities:

Provide accurate, timely and high quality customer-focused assistance. Responsible for the quality and delivery of technical support to customers on the technology used to deliver support of products and services and of related software to internal employees 
Respond to customers within a designated timeframe with resolution/outcome and ensure customer business needs are met while adhering to ITIL process, corporate standards, and meeting service level agreements
Anticipate, identify, reproduce and resolve problems in areas of specialty in a professional manner
Demonstrate proficiency in the use of latest Windows Operating system and understand Windows naming conventions (file, directory, path and drives)
Demonstrate the willingness and ability to generate thoughtful, creative approaches to work

Essential Skills:

Must be able to work the hours of open shift
Basic experience in a Help Desk, Call Center and Technical Support environment
A knowledge of ServiceNow is preferred or similar ticketing system desired
Demonstrate knowledge in all activities associated with incident, problem and request resolution management of end user PC hardware and software issues in a Windows operating environment. Having experience with mainframe issues a plus
Experience in the following: most current Microsoft Windows Operating System as well as Microsoft Office products
Experience in Remote connectivity via VPN and VDI
Basic knowledge of TCP/IP as well as Network Hardware, such as routers, switches, hubs, etc. including their functions and capabilities. 
Experience in Remote assistance tools such as Webex/PC Assist or similar tool which is used in most Help Desks to take control of customers PC’s
Experience in home networks and Wi-Fi in an effort to troubleshoot such issues
Experience in Security Administration of Active Directory &/or IBM RACF a plus. Not required for this position but a plus if applicant has experience in employee additions, transfers and deletions. Have experience in creating security groups and also experience in server security access
Must follow ITIL processes and procedures and ITIL framework certification preferred
Ability to work well with others in a team environment including as a member of possible rotational assignments, or as part of a project team
Adaptability to new technologies and processes

Essential Qualification:

Bachelors is a must