Windsor is looking for a competent hands-on Help Desk Lead to oversee the Help Desk and ensure timely support to our customers. This individual must have good technical knowledge and be able to communicate and direct the Help Desk team, managing and escalating priority tickets and tasks. The goal is to create value for the Help Desk that will help preserve the Help Desks reputation and relationship in the eyes of our users.

Essential job functions: include but are not limited to

· Consistently able to work with C-level executives on their request and needs in and out of the office.

· Serving as the escalation point of contact for our internal customers (home office and store managers) seeking resolution to stagnant tasks

· Manage ticketing system integrations and building out it’s functionality through new forms and automation

· Manage and approve purchase orders for the helpdesk and other IT teams

· Coordinating with managers to troubleshoot and resolve issues

· Coordination and constant follow-up with various vendors to get the issues/incidents resolved quickly

· Ability to be on high level calls with vendors to ensure mission critical projects are completed on time.

· Comfortability with being able to route tickets to appropriate technicians based on availability

· Create reports to monitor Help Desk health to ensure SLA goals are met and follow ITSM practices

Qualifications and Requirements:

• 3-4 years proven experience as a help desk technician or other customer support role.

• 1-2 years of experience leading or managing Help Desk

• Retail and remote support experience required

• Ability to work flexible hours

• Deep understanding of Active Directory

• Deep understanding of TCP/IP, DHCP, DNS, ICMP and TRACERT

• Tech savvy with good knowledge of desktop operating systems like Windows (7,10) and MAC.

• Excellent understanding of computer systems, desktop hardware, phone systems, and other technologies like g-suite, email systems, Wi-Fi, access points etc.

• Ability to diagnose and resolve technical issues.

• Ability to work with ticketing systems.

• Proficiency in English, excellent communication skills, customer oriented. Bilingual in Spanish is preferred but not required to maintain our overseas relations.

Job Type: Full-time

Schedule:

• 8 hour shift

Application Question(s):

• Do you have 3-4 years proven experience as a help desk technician or other customer support role?
• Do you have 1-2 years of experience leading or managing Help Desk?

Work Location: One location

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