Helpdesk Team Lead

Milner Technologies Inc is seeking an onsite Helpdesk Team Lead in Norcross, GA to coordinate technology support across a team of technical resources. In this role, you will help keep support operations organized, support timely issue resolution, and escalate problems to the Helpdesk Manager when they require additional attention.

What you’ll do

• Coordinate and manage the logistics of technology support solutions involving a team of technical resources.
• Ensure the team remains current on policy and procedures provided by the Manager.
• Assist in the timely resolution of support issues and support adherence to team service level objectives.
• Handle advanced troubleshooting involving more complex, sophisticated equipment and problems.
• Support System Technicians with troubleshooting efforts.
• Monitor incoming tickets by priority and expedite resources as necessary.
• Monitor customer environments using provided remote management tools.
• Assist customers with software and desktop issues, and aid tiered helpdesk analysts with troubleshooting and preventative maintenance procedures.
• Maintain schedule oversight by monitoring team adherence to scheduling and productivity, while avoiding unnecessary calls or recurring work.
• Provide mentoring and training to teammates to maintain a baseline level of required knowledge across the team.
• Support training and self-study activities to gain and maintain appropriate product knowledge.
• Complete equipment installations according to schedule and train customers on operations of assigned equipment.
• Communicate with customers, dispatch personnel, and managers to resolve problems in an expedient manner.
• Complete required paperwork and ensure accurate, timely ticket updates on every call.
• Write knowledge base articles of resolution to support future troubleshooting.
• Escalate issues to the Helpdesk Manager when necessary.
• Complete expected productivity levels based on assigned workload and level of experience.
• Perform other duties as required.

What you’ll need

• A 4-year college degree in a technical program (MIS, IT) or equivalent experience.
• Technical hardware knowledge.
• Microsoft 365 Certified Preferred.
• CompTIA Network+ and CompTIA Security+ Preferred.
• Experience in computer networking, server operating systems, and Apple operating systems.
• Advanced network training and experience, including experience installing network systems in the field.
• High level of network systems and troubleshooting capability.
• Excellent verbal and written communication skills, plus strong customer service skills.
• Ability to diagnose and troubleshoot methodically and efficiently.
• Ability to manage multiple tasks with frequent interruptions, including occasional urgent situations.
• Ability to communicate and work effectively with people from diverse ethnic and educational backgrounds.
• Attention to detail in a varied environment.
• General office environment; may involve long hours sitting or standing.
• Some physical effort required, including bending, reaching, stretching, and lifting or moving items up to 60 pounds.
• A valid state driver’s license and minimum level of auto insurance coverage per company policy, due to extensive use of a personal car while on company business.
• Completion of required courses as described by Human Resources for all employees.

Technologies

• Microsoft 365
• CompTIA Network+
• CompTIA Security+

Location: Norcross, GA (onsite)

Experience: Minimum 5 years