Our client, a leader in their industry, is actively seeking a Service Desk Team Lead for a contract to hire opportunity in the Moon, PA area. The Service Desk Team Lead will guide the Tier 1 Service Desk side of the Technical Operations team, keeping initiatives on track, in close coordination with the Service Desk Manager. This person triages incoming support tickets and responds personally as appropriate. Our ideal applicant is someone who has strong technical skills, is a resourceful and creative problem solver, and will be customer-oriented. Customer-facing interaction will be required (phone calls, emails, etc.).
Being the first point of contact for Service Desk tickets, ensuring staff receive the technical support they need in a timely manner.
Taking responsibility for Service Desk initiatives, working closely with the Service Desk Manager.
Assisting in setting goals and milestones, and helping the Service Desk break down and distribute tasks.
Provides resolution for escalated service tickets.
Ability to effectively and efficiently troubleshoot technical problems.
Research, resolve, and respond to end-user issues/problems received via email, telephone, or escalations, and provide support on desktop systems.
Experience with desktop image management.
Recommends upgrades, patches, and new applications and equipment.
Basic understanding of TCP/IP, DNS, DHCP, and VPN configurations.
Peripherals setup & support such as printers, scanners, etc.
Provides end user training where required.
Provide mentorship to Tier 1 support personnel.
Any other duties as assigned by management.
3+ years’ recent computer, server, and network troubleshooting experience.
Must be resourceful and able to take initiative in a dynamic environment.
Advanced knowledge of computer and server hardware.
Familiarity with network troubleshooting.
Ability and willingness to work in an environment providing 24x7x365 support.
Strong understanding of Windows operating systems and applications in a domain environment, primarily Windows 10 and Microsoft Office suites.
Experience with troubleshooting IT hardware, including workstations, monitors, printers, laptops, and mobile devices
Experience with Active Directory management
Internal Number: 19073
The most pressing issue for businesses today is the quest for growth, and more than innovation, operations or even customer relationships, CEOs are looking for talent and leadership to secure and sustain it. People are truly an organization’s greatest asset.
With an active nationwide database of more than 500,000 seasoned professionals, A.C.Coy employs the latest tools to manage effective recruiting. The technology helps to quickly identify and contact the right candidates with the skills and experience clients need.
The tools that A.C.Coy uses provide a unique perspective regarding culture, performance, leadership, and team "fit". And our integration methodology ensures that new leaders are integrated quickly and successfully without breaking stride.