Lead Helpdesk Technician
About Us:
At Techbit Solutions, we are leaders in providing Cybersecurity Services, IT support and data analytics services. Our mission is to enhance operational efficiency and drive business success for our clients through cutting-edge technology and insightful data analytics. As we continue to expand our presence in the industry, we are looking for passionate and data driven individuals like you to join our team.
Role Overview:
The Lead Helpdesk Technician provides second-level technical support for hardware, software, and network-related issues within our customers organization. This role involves troubleshooting and resolving technical problems, assisting users with desktop support, and ensuring the security and functionality of network
The Lead Helpdesk Technician will utilize help desk software to track and document issues, collaborate with IT team members and management for complex problem resolution, and maintain an organized inventory of IT assets, documentation and SOPs. Strong customer service skills, organizational skills and the ability to communicate technical solutions clearly to non-technical users are essential.
This position requires expertise in computer hardware, operating systems, and network security, along with experience in using IT support tools. The Lead Helpdesk Technician will assist in providing and creating SOP’s, tracking helpdesk metrics and implementing efficiencies to better the company.
Duties
- Provide second-level support for hardware and software issues via phone, email, or in-person.
- Troubleshoot and resolve problems related to computer hardware, operating systems, servers and applications.
- Assist users with desktop support, including installation, configuration, and maintenance of computer systems.
- Manage and maintain the organization’s firewall settings to ensure network security.
- Utilize help desk software to track issues and document resolutions.
- Configure and manage settings as needed to ensure proper network functionality.
- Communicate effectively with users to understand their technical issues and provide clear instructions for resolution.
- Collaborate with other IT team members to escalate complex issues when necessary.
- Maintain an organized inventory of computer hardware and peripherals.
- Provide reports to management for helpdesk metric review
- Assist in the creation of SOP’s, helpdesk metrics and reporting tools.
- Provide mentoring, leadership and guidance to junior technicians.
- Due to the nature of the business, after hours support (remotely) may be required. Instances of servers down, VIP users down do happen occasionally.
Requirements
- At least 4 years proven experience in a helpdesk role.
- Strong knowledge of computer hardware components and troubleshooting techniques.
- Familiarity with computer management practices and desktop support processes.
- Experience working with firewalls and understanding of network security principles.
- Proficiency in using help desk software for ticket tracking.
- Understanding of network configurations and LAN setups.
- Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
- Ability to work independently as well as part of a team in a fast-paced environment.
Hours and Schedule:
- Monday through Friday 8am to 5pm
- May need to work nights, weekends or holidays depending on end user’s needs. Does not happen often but possibility exist. Most after hour support is remote.
Compensation and Benefits:
- Annual Salary: $50,000
- All Observed Holidays Off
- 3 Weeks off per year after first year.
Why Join Us?
At Techbit Solutions, we believe in fostering a collaborative and supportive work environment where your contributions are valued, and your success is celebrated. You will have the opportunity to work with a dynamic team, learn from industry experts, and make a significant impact on our clients’ operations.