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Help Desk Team Lead

The Help Desk Team Lead will assist in the transition from the current Call Center environment, which receives and logs incidents and service requests, to a dynamic Help Desk environment that targets the highest percent of first-call resolution; maintains responsibility for the overall coordination and management of the work required; facilitates capture and approval of knowledge about frequent incidents for trend analysis and knowledge capture to increase the percent of troubles that are resolved with the first call.

Primary Help Desk Team Lead duties will entail, but are not limited to:

Provide Support for existing IT systems
Troubleshoot IT problems to determine whether they are hardware or software related, and attempt to assess and remedy the problem with the initial call
Track Help Desk Requests and respond to customer, update incident management system (Remedy), troubleshoot, and resolve issues coming to the Help Desk
The Team Lead or designee will develop Daily Status Reports for the Director
Recording of the description, serial number, customer name, barcode, vendor information, and location of all deployed/received equipment in Remedy or other asset tracking system
Obtain and react to customer feedback. Customer feedback is solicited, obtained, reported and stored by means of customer satisfaction surveys and phone calls to assure quality of service delivered and customer satisfaction
Validate Help Desk procedures are consistent with the customer Service Level Agreements
Submit a weekly Help Desk Report. Which includes graphs and metrics that support the performance and SLA agreements
Submit a monthly Help Desk Report and ad hoc reports as requested by the customer
Provide a monthly and quarterly reviews of performance metrics
User problem reports or service requests not resolvable at Level 1 are immediately assigned either to a Level 2 Desk Side Technician who is provided with available information related to the problem, or to Level 3

SKILLS:

The contractors assigned to this task shall have, at a minimum, the knowledge, skills, abilities and demonstrated experience in these areas:

Knowledge of Intel based desktops running Microsoft Client Operating Systems Windows XP and Windows 7

Knowledge of Commercial-off-the-shelf (COTS) software applications deployed:

Microsoft Office suite
Adobe Flash; Adobe Shockwave; Adobe Professional
ActivClient
Microsoft Internet Explorer
Java
McAfee Products
Microsoft SilverLight; Microsoft Visio Viewer
Microsoft Configuration Manager Agent
MXI Access Client
NCase
QuickView Plus
RealPlayer

Peripheral Support:

Dell Network Printers
HP Network Printers
Brother Standalone Printers
External USB hard drives
Scanners

Print servers:

Xerox DT 120
Canon 7000; Cannon C1
OCE 650 digital color
Canon 125 and 110: Canon Wide Format poster printers
EFI Digital Storefront Print Server

Mac Support:
OS 10.5 or higher. Adobe Photoshop, InDesign, Illustrator package is CS3 migrating to CS4, Acrobat Pro 7.0, 8.0 and 9.0, and all upgrades of these applications.
Network: