Lead Help Desk Technician at Kforce Inc.
Orlando, FL 32832
About the Job
- Serve as the senior member of the Service Desk Team, providing expert guidance and support
- Foster positive, customer-focused relationships with the client base
- Manage and resolve all levels of service desk requests, from simple to complex
- Provision new computers for both new and existing employees
- Complete new user account creation requests
- Lead and mentor more junior Support Desk staff, as well as interns, by teaching technical skills and guiding them on best practices in workflow, from a supervisory yet non-managerial role
- Collaborate with hardware and software vendors when escalation is required
- Serve as a primary point of contact for ticket management
- Suggest improvements to ticketing systems and other processes to enhance service efficiency
- Provide IT technical support for local and remote employees, as well as visiting international staff
- Monitor and gather information on user issues, identifying trends that may indicate broader problems
- Escalate issues to management and systems administrators when necessary
- Collaborate effectively with other IT staff as needed
- Windows and Apple computers, including peripherals
- Microsoft Office 365
- Microsoft Active Directory and Microsoft Entra ID
- Microsoft Intune (device provisioning)
- Remote collaboration tools such as Teams, Zoom, and Google Meet
- Phone systems like 3CX and Teams phones
- Data collaboration tools including Smartsheet, Confluence, and SharePoint
- Printers
- Networking, including Wi-Fi and wired connections
- Remote connectivity technologies such as VPN
- Multi-Factor Authentication (MFA)
- Secure password management and self-service password reset
Requirements:
- Over 5 years of experience in a Service Desk environment
- Previous experience in a supervisory/lead /trainer/mentor role within a Service Desk team
- Proficient in using ticketing systems, with experience in managing the entire ticket lifecycle, including workflow and reporting
- Outstanding communication and interpersonal skills, both verbal and written, making end users know that their problems are understood and that they are valued
- A proactive self-starter with a strong work ethic, capable of maintaining high productivity with minimal supervision
- Eagerness to continuously learn and adapt to new technologies and skills
- Proven ability to leverage real-world experience and sound judgment to prioritize requests, including delegating tasks effectively to junior staff members
- Capable of providing clear and effective guidance to junior team members in need of support
- Able to be committed to the global mission and overarching vision of Company and upholding the principles and practices outlined in the US Base Manual
- A+, Network+, ITIL, or other related certifications are highly desirable
- Some light exposure to systems administration tasks and terminology is preferred
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
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