IT Help Desk, Team Lead

Description

For over 65 years, SG360° has gone beyond adapting—we’ve thrived, evolving from a regional commercial printer to a national leader in direct marketing solutions. As a team, we’re committed to meeting the ever-changing needs of our diverse clients with innovative strategies and unmatched service. When you join us, you gain access to a comprehensive benefits package, including paid time off, holiday pay, health, dental, and vision insurance, life insurance, an education assistance program, short- and long-term disability, wellness resources, identity theft protection, and a 401k with employer match. Be part of a legacy of excellence and growth with SG360°! 

Join our dynamic team at SG360° as a Help Desk Specialist Team Lead who will provide technical assistance and support to SG360° users for queries and issues related to computer systems, software, hardware, and other infrastructure issues. An experienced individual in this position will also act as a Team Lead to mentor a team of additional Help Desk Specialists. 

JOB DUTIES INCLUDE:

• Provide support for employees- in corporate offices, remote users, and production floor across multiple avenues of contact including email, phone, ticketing software, and dial-in support.
• Perform scheduled maintenance and upgrades on company desktops, laptops, printers, telephones, and badges.
• Diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Active Directory - tasks limited to creating and disabling users and providing access within SG360° Security Policy standards.
• Support office products and administer tasks in Office 365
• Assess, alert, triage and remediate production outages/incidents.
• Install, configure, and maintain desktop and laptop PCs and peripherals such as printers.
• Install and configure application and operating system software and upgrades.
• Troubleshoot and repair hardware and network connectivity issues.
• Remove old equipment and perform data migration to new machines.
• Take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalate incidents to other support teams where necessary. 
• Act as a Team Lead to mentor a team of additional Help Desk Specialists.
• Other duties that may be assigned

Requirements

JOB KNOWLEDGE:

• Knowledge of overall system and network configurations to instruct users, isolate problems, install upgrades, perform maintenance work, and evaluate system usage and performance.
• Knowledge of remote support tools and techniques.
• Familiarity with Mac OS a plus.

EDUCATION & TRAINING:

• Degree in computer related field preferred with equivalent work experience (see below)

EXPERIENCE:

• 5+ years’ experience working as a Team Lead of multiple Help Desk Specialists required.
• Experience working in support environment including managing support tickets, diagnostics, escalation routines, and issue resolution closure.
• Windows 10/11 Support.

PHYSICAL REQUIREMENTS:

• Travel to other SG360° sites will be required.
• Must be able to perform light to medium physical work including lifting up to 50 pounds.

SG360° is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status. SG360° will provide reasonable accommodation to complete the online application consistent with applicable law. If you require an accommodation, please contact the location for which you are applying and ask to speak with the human resources representative.