Responsibilities
- Provide leadership and hands-on support to a Tier 1 Helpdesk team, ensuring high-quality customer service for internal users requiring phone, remote, or onsite support for corporate applications, IT hardware, printing, connectivity, and general IT services.
- Serve as an escalation point for complex or unresolved technical issues, ensuring timely resolution and appropriate communication with stakeholders.
- Coach, mentor, and support Helpdesk Technicians to improve technical skills, troubleshooting effectiveness, and customer service capabilities.
- Monitor ticket queues and workloads to ensure service levels, response times, and resolution targets are met.
- Oversee accurate and timely ticket documentation, including work performed, time tracking, root cause, and resolution steps, ensuring adherence to ITSM best practices.
- Identify recurring issues and trends; collaborate with IT teams to drive problem resolution and reduce repeat incidents.
- Coordinate onboarding activities, ensuring new hires receive required hardware, system access, and day-one readiness.
- Deploy, install, and manage computers and other end-user devices in accordance with corporate standards.
- Assist with inventory management of hardware and software assets, ensuring accuracy and compliance.
- Contribute to the improvement of helpdesk processes, documentation, and procedures.
- Act as a liaison between the Helpdesk and other IT teams to ensure smooth issue escalation and communication.
- Perform other related duties as required.
Requirements
- Previous experience as an IT Help Desk Technician, with demonstrated leadership or senior-level responsibilities.
- Strong working knowledge of computer systems, hardware, software, and common corporate IT environments.
- Working understanding of networking principles and troubleshooting methodologies.
- Proven ability to diagnose, prioritize, and resolve technical issues efficiently.
- Excellent communication and interpersonal skills, with the ability to support both end users and technical staff.
- Professional demeanor and strong customer-service focus.
- Demonstrated organizational skills, follow-through, and ability to manage multiple priorities.
- Ability to work effectively in a fast-paced, dynamic environment while supporting team members.
- Strong interest in learning new technologies and improving team performance.
Technical Requirements
- Office 365 Administration
- Okta or other MFA
- Intune Administration
- Active Directory Administration
- Comfortable with Remote management tools
- Powershell Scripting
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Almo
May 14, 2026