IT Help Desk Lead chez Health Start Tennessee

Essential Functions: 

• Ticketing & Workflow Management
• Monitors Help Desk software (LANSweeper) for new ticket creation and assigns requests to the appropriate support level.
• Reviews ticket queues daily to ensure issues are prioritized, escalated, and resolved within established service levels.
• Ensures accurate logging, classification, and tracking of all incidents and requests. Provides regular updates to the Director regarding critical or unresolved issues.
• Technical Support
• Provides hands-on support as a Level I and Level II technician, assisting with hardware, software, network, and account issues.
• Troubleshoots and resolves hardware failures, software malfunctions, and configuration problems.
• Installs, configures, and upgrades hardware, software, and peripheral devices (PCs, telephones, printers, etc.).
• Performs diagnostics and repairs for desktop, laptop, and printer equipment.
• Systems & Security Administration
• Assists with system administration functions related to Help Desk, Intranet, and Email systems.
• Enforces IT security and compliance policies, ensuring end-user devices and systems remain aligned with organizational standards.
• Partners with external vendors and service providers for escalations, warranty claims, and advanced troubleshooting.
• Leadership & Communication
• Acts as primary liaison between end users, IT staff, and vendors to drive timely resolution of issues.
• Provides guidance and mentoring to Help Desk staff, promoting knowledge sharing and consistent service delivery.
• Communicates effectively with employees at all levels to resolve technical issues and ensure customer satisfaction.
• In person regular and punctual attendance.
• Attends and contributes to departmental and organizational meetings as required.

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Skills/Abilities:

• Technical Expertise

• Experience supporting Windows 11 (and newer) desktop environments as well as Windows Server 2016 and later.
• Strong working knowledge of Active Directory (on-premises) and Azure Active Directory / Microsoft Entra ID (cloud-based) for Microsoft 365 identity and access management.
• Hands-on experience with Microsoft 365 applications (Outlook, Word, Excel, Teams, OneDrive, SharePoint) and Exchange Online.
• Proficiency in diagnosing, troubleshooting, and resolving hardware, software, and configuration issues.

• Communication & Customer Service

• Ability to explain technical information clearly in both written and verbal, user-friendly terms.
• Skilled in delivering professional, courteous, and patient customer service across all levels of staff.
• Strong interpersonal skills with the ability to foster teamwork, mentor junior staff, and collaborate effectively with peers, management, and vendors.

• Problem Solving & Critical Thinking

• Strong analytical and troubleshooting skills with the ability to prioritize and resolve complex technical problems independently.
• Demonstrates sound judgment, adaptability, and accountability in a fast-paced support environment.

• Teamwork & Flexibility

• Works cooperatively as part of a team while maintaining the ability to function independently with minimal supervision.
• Adapts to evolving responsibilities, new technologies, and changing organizational needs.
• Willingness to travel to satellite offices and provide occasional evening or weekend support when required.

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Mental/Physical Requirements:

• Involves sitting approximately 90 percent of the day, walking, bending, kneeling, stretching, or standing the remainder.
• Some travel to remote locations is required.
• May need to lift to 50 pounds occasionally. 

Qualifications: Education:

AS Degree in Information Technology or equivalent work experience

License and Certifications:

A+, Network+ and Security+ Certification preferred, Consideration given for industry certifications and job experience.