IT Helpdesk Lead

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The primary role of the IT Helpdesk Associate is to respond to the end user requests and technical issues, resolve problems with desktop applications, server and network infrastructure, and perform general systems maintenance. PRINCIPAL ACCOUNTABILITIES: • First – Last line user support: Hardware and Software provisioning, configuration, maintenance, moves, problems • Identify, research and resolve technical issues in the environment • Assist employees with technical challenges and ensure swift and successful problem resolution. Follow up with colleagues and users on open issues and provide timely updates • Exert positive attitude with end users and other team members, even under stress • Respond to helpdesk calls, email and personnel requests for technical support • Perform hardware installations, upgrades, moves in the office and data center • Build and support Windows/Unix servers desktops, laptops, mobile phones and peripheral devices, configure applications, and perform upgrades by following technical instructions • Escalate complex technical problems to other team members and external vendors • Schedule, coordinate and complete systems maintenance activities • Document and publish processes/procedures for IT staff • Follow through on individual and team assignments and complete work on time • Understand Active Directory, provide activation/deletion of accounts and maintain security groups. • Strong support and resolution experience with Windows 7, Outlook, Microsoft Office suite, Active Directory, and connectivity issues. • Manage desktop equipment (PCs, thin clients, monitors, printers, etc) and server equipment • Day to day responsibility for computer hardware, software, applications and operating systems, for networking and remote access, process automation, script authoring and maintenance, and other computer systems employee is responsible for (as assigned by SA Manager). • Research new technology trends and applications, bring up ideas for improving the environment and suggest enhancements • Work early/late shifts as required and be able to work extra hours in order to accomplish defined goals and objectives • Perform other technical and administrative duties as assigned QUALIFICATIONS: • Knowledge of office productivity software such as Microsoft Outlook, Word, Excel, etc. • Knowledge of basic networking and connectivity -- DHCP, DNS, Cabling, etc • Must demonstrate interest in learning new skills and genuine curiosity towards technology • Ability to quickly diagnose and fix problems. • Ability to operate in dynamic, fast-paced environment. • Ability to work in a team-oriented, collaborative environment • Positive “can do” attitude and strong sense of accountability and ownership • Must have general understanding of: • Unix/Windows operating systems, application and hardware provisioning/maintenance. • PC administration • Server technologies, Storage Area Networks, Backup Management Systems and system security. • TCP/IP and networking. • DHCP, DNS, and user administration. • Very good interpersonal, communication and relationship management skills • Must be flexible and willing to work different shifts between 7am and 7pm EST, and some weekends read more