Helpdesk Lead

Summary/objective 

The Helpdesk Lead provides frontline support on-site and remote troubleshooting and technical support, including network connectivity, PC hardware, software, peripheral configuration, and applications for all areas of the company including Corporate Offices and Remote Offices.  This position also functions as a team leader of PC Support and Helpdesk representatives. 

Essential functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions. 

• Oversees the work of a team of help desk specialists that support information systems products and services, including personal computers or peripherals, internet or installed software applications, or organizational networking or access issues. 
• Maintains and fulfills responsibilities based on knowledge of the field’s policies, procedures and practices.  
• May assist with purchasing, testing, or installing equipment 
• Develops and maintains installation or maintenance documentation  
• Logs and tracks requests for help desk assistance and assigns tickets to representatives based on availability or expertise  
• Takes ownership of escalations or more complex issues, offering appropriate resolution applying troubleshooting techniques and best practices. 
• Maintains inventory of parts or components, tracks progress of service requests and updates ticketing systems, and logs repairs and services performed.  
• Provides leadership, coaching, and/or mentoring to team. 

Supervisory responsibilities 

May function as team lead, supervising the work of a team of help desk representatives 

Work environment 

HORNE office setting 

  

Physical demands 

• Prolonged periods sitting at a desk and working on a computer. 
• Must be able to lift up to 50 pounds, bend, stoop, and crawl, have finger/wrist/arm mobility and finger dexterity. 

 

Travel required 

Anticipated travel approximately 20% per year 

Required education and experience 

• Bachelor's degree and 1-3 or more years of experience; or equivalent combination of work experience and education. 
• Able to perform work with a high degree of latitude.  
• Ability to work as part of a team 
• Strong project management skills 
• Demonstrated customer service skills 
• Possesses expert knowledge of subject matter, handling more complex issues.  
• Demonstrates strong communication skills, oral and written. 
• Valid drivers license. 
• Background check required. 

Preferred education and experience 

[Indicate requirements that are job-related and consistent with business necessity] 

Additional eligibility requirements 

  

Work authorization/security clearance requirements 

[List any visa requirements, H1-B sponsorship, special clearances, etc. If applicable, insert information regarding government contracts or special requirements.] 

Affirmative Action/EEO statement 

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c) 

Other duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.