Helpdesk Technician - Remote II

Statement of Purpose:

Key Responsibilities:

1. Team Leadership and Management

a. Manage and oversee the day-to-day operations of the helpdesk team.
b. Delegate tasks and set deadlines for your internal team.
c. Motivate team members and assess performance on a regular basis.
d. Identify staffing needs and assist in the hiring and training process.

2. Training and Development

a. Identify skill gaps and organize training sessions to meet the technical and customer service standards of the organization.
b. Mentor team members to enhance their skills and career progression.

3. Performance Monitoring

a. Monitor team performance against set KPIs and objectives.
b. Provide regular performance feedback and manage performance reviews.
4. Quality Control

a. Ensure that the team adheres to service management and best practice methodologies.
b. Implement quality control measures to ensure high standards of service are maintained.

5. Problem Resolution

a. Serve as the first point of contact for escalations of complex issues not resolved by team members.
b. Develop and implement strategies to solve recurring technical issues.
6. Reporting

a. Prepare and deliver regular reports outlining team performance, achievements, and areas for improvement.
b. Analyze trends in customer issues and system performance to guide improvements.

7. Customer Interaction

a. Handle complex customer service issues or complaints.
b. Ensure customer satisfaction and maintain long-term customer relationships.
 

Skills and Qualifications:

Required:

• Bachelor's degree in Computer Science, Information Technology, or equivalent experience related field.

• Proven experience as a helpdesk technician or similar role.

• Strong leadership and decision-making skills.

• Excellent communication and interpersonal skills.

• Proficient in helpdesk software and databases.

• Ability to handle high-pressure situations calmly and effectively.
   

Preferred:

• Certifications such as ITIL, HDI, or Microsoft Certified Professional.

• Experience in a supervisory or leadership role.

• Knowledge of industry's latest technology trends and applications.
   

Work Environment:

• This job operates in a fast-paced professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
 

Physical Requirements:

•While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.