Service Desk Technical Support Lead

This position is responsible for providing the highest quality hardware and software support to all FLEETPRIDE locations and employees.  This position will be a member of the IT Services Group and report to the Manager of IT Support Services.  The primary duty is to handle incoming queries and help with requests from all end users, either via email or over the phone. The candidate will be responsible for taking detailed notes of the problem the user is experiencing, determine steps they can take to resolve the issue, and manage the flow of incoming support requests.

In addition this person will be considered a (SME) Subject Matter Experts for most if not all IT Functions or Processes. This person will be highly technical and will provide a higher level of technical support to issue were other analyst are unable to resolve or in cases were vendor involvement is required.  This person will attempt to duplicate problems and define root causes, using product designs, code, or specifications. This person will be an active member of the Service Desk Improvement team. This person will generally be utilized as a project lead and provide additional oversight of KPI’s that drives the performance of the service desk.

Essential Tasks

• Receives and handles incoming requests for services following agreed procedures.

• Allocates and Prioritize calls promptly. (Initial triage)

• Logs incidents and service requests and maintains relevant records:

• Identifies and classifies incident types and service interruptions

• Records incidents cataloging them by symptom and resolution

• Acts under guidance to record and track reliability data for our services

• Escalates complex or unresolved incidents.

• Systematically interprets user problems and identifies solutions and possible side effects.

• Uses experience to address user problems and provides potential solutions.

• Records and tracks issues from outset to conclusion. (Problem Management Team Member)

• During change, acts systematically to respond to day by day operational needs and react to them, avoiding service disruptions and maintaining coherence to (SLA) and information security requirements.

• Responds to common requests for service by providing information to enable fulfilment

• Promptly allocates unresolved calls as appropriate.

• Maintains records, informs users about the process and advises relevant persons of actions taken.

• Acts as the routine contact point, receiving and handling requests for LEVEL 3 support.

• Responds to a broad range of service requests for support by providing information to fulfill requests or enable resolution.

• Provides first line investigation and diagnosis and promptly allocates unresolved issues as appropriate.

• Assists with the development of standards, and applies these to track, monitor, report, resolve or escalate issues.

• Contributes to creation of support documentation such as “Knowledge Articles”, “Process Flow Diagrams or Procedures”, or “RACI Charts”.

Responsibilities

• Maintain a high level of system support and client satisfaction to end-users at all times.

• Support, monitor, test and troubleshoot user and system related hardware and software problems.  Escalates as appropriate.

• Self-train and self-educate to better support the technology FLEETPRIDE uses to support operations locally and at the branches.  Assist or train others on the systems and features.

• Provide timely attention to all Service Desk requests. Assesses the validity of the requests as they arrive, ensures the details within the ticket are complete and that the impact and criticality of the issue is correctly assessed. Does their best to resolve the issue if able.  Re-allocates and/or escalates requests as appropriate.

• Performs daily ticket maintenance and management. Follows up on requests and annotates tickets as appropriate with progress and status.  Ensures the requestor stays informed.

• Works with 3rd party systems and hardware providers to diagnose and address issues.

• Plan, prepare, and coordinate maintenance windows for updates, upgrades and patches.

• Maintain, clean, repair, upgrade and replace hardware as needed, process RMAs and ensure technology availability is at a maximum.

• Pay special attention to time sensitive business requests and makes smart decisions to ensure minimal user/customer impact for their regular workday.

• Provides basic user account maintenance across all FLEETPRIDE systems.

• Performs tier one support on office equipment and business productivity tools

• Works with other team members in the requirements, creation, maintenance and updating of desktop/laptop images and software used for general deployment.

• Makes pragmatic recommendations on system and process enhancements.

• Ensures configurations, system features and site information are appropriately documented, especially for the branches.

• Establish and maintain a thorough knowledge of the organization and technology standards.

• Responsible for communicating, promoting and adhering to IT standards.

• Assists with controlling hardware, software and telephone inventory.

General Attributes

• Keyboarding skills and computer proficiency with software knowledge to include MS Office.

• Excellent interpersonal, written, and oral communication skills required.

• Must be detail oriented, organized, service oriented and responsible.

• Strong customer service and presentation skills.

• Able to motivate themselves and a team to work together in the most efficient manner.

• Eagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of the IT they manage to ensure its 24x7 availability.

• Able to analyze user needs, problem-solving and reach acceptable solutions.

• Able to perform effectively with supervision, either independently or as a team member.

• Comprehensive knowledge of POS, printers, peripherals and desktops/laptops and PC applications.

• A practical knowledge of Intranet and Internet Technologies, servers, networking and telephony.

• Good understanding of network troubleshooting including TCP/IP, VLAN’s, and wireless.

• Experience working with managed service providers.

• Able to maintain confidentiality of information and systems.

• Knowledge of security, compliance requirements and practices.

• Must be able to sit, stand, walk or a combination of the three for up to 10 hours a day.

• Must be able to lift up to 50 pounds. (See Physical Demands)

• Must be regularly available and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as we determine are necessary or desirable to meet business needs

• Must be available and willing to work such weekends and holidays as we determine are necessary or desirable to meet business needs

• Will be required to carry a cell phone at all times and expected to respond to urgent calls in a timely manner.  This may require remote or occasional on-site support. Keyboarding skills and computer proficiency with software knowledge to include MS Office.

• Excellent interpersonal, written, and oral communication skills required.

• Must be detail oriented, organized, service oriented and responsible.

• Strong customer service and presentation skills.

• Able to motivate themselves and a team to work together in the most efficient manner.

• Eagerness to work in a rapidly changing, diverse environment and a willingness to accept ownership and responsibility of the IT they manage to ensure its 24x7 availability.

• Able to analyze user needs, problem-solving and reach acceptable solutions.

• Able to perform effectively with supervision, either independently or as a team member.

• Comprehensive knowledge of POS, printers, peripherals and desktops/laptops and PC applications.

• A practical knowledge of Intranet and Internet Technologies, servers, networking and telephony.

• Good understanding of network troubleshooting including TCP/IP, VLAN’s, and wireless.

• Experience working with managed service providers.

• Able to maintain confidentiality of information and systems.

• Knowledge of security, compliance requirements and practices.

• Must be able to sit, stand, walk or a combination of the three for up to 10 hours a day.

• Must be able to lift up to 50 pounds. (See Physical Demands)

• Must be regularly available and willing to work at least 8 hours per day, five days per week, or such other hours per day or hours per week as we determine are necessary or desirable to meet business needs

• Must be available and willing to work such weekends and holidays as we determine are necessary or desirable to meet business needs.

• Able to execute on other duties as assigned.

Will be required to carry a cell phone at all times and expected to respond to urgent calls in a timely manner.  This may require remote or occasional on-site support.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday.

• Long periods of time spent sitting or standing while working with computer.

• Occasional lifting of items up to 50 pounds (files, computer printouts on occasion)

• The ability to work through stressful situations with either a co-worker or a customer

• May require overtime, weekend work and overnight travel.

• Much of the work shift is spent viewing a computer monitor and using a keyboard while entering problem description details into a case management system.

Environmental/Atmospheric Conditions

The primary environment is characterized by ambient room temperatures, lighting and traditional office equipment found in a typical office environment.

Minimum Qualifications

• High School diploma.

• Minimum of 5-years’ experience in service desk.

• Bachelor’s degree in relevant technical field preferred.

• MCSE, MCSA, MCITP, A+, or other equivalent desktop certifications preferred.

• ITIL V3/V4 Foundations preferred but not required

• High-level of proficiency with Windows 7, Windows 10, and Microsoft Office.

• Strong understanding of networking principles.

• Strong troubleshooting/problem solving skills.

• Professional communication and customer service skills both written and oral.

• Strong organizational skills with a keen ability to prioritize and multi-task.

• 3+ years of providing IT customer training and mentoring.

• 3+ years of application support experience.

• 3+ years of experience supporting POS systems, payment processing channels, time keeping solutions, and other operational system functions.

• 3+ years of experience with supporting users, remote and local, in an environment with more than 100 users.

• Ability to focus on short-term and long-term goals simultaneously.

• Ability to raise issues proactively and in a timely manner.

• Ability to work well with others in a team-oriented environment

• Ability to learn quickly and adapt to new business software and system environments.

FLEETPRIDE is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, disability, or genetic information.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.