IT Help Desk Lead - Phoenix, United States - Columbia Debt Recovery LLC Genesis

Description

The Genesis IT Help Desk Team Lead, is responsible for providing direction and ensuring customer support objectives are met.

This role assists with management, support, and maintenance for the ongoing day to day operations of the Genesis Help Desk.

They will coordinate support issues and escalated service requests between the Help Desk and other IT staff as needed. They will ensure timely distribution of knowledge and positive impact on user satisfaction and productivity. This job requires the lead to be hands-on and have the skillset to solve technical issues.

• Associates degree in an Information Technology field preferred.
• MCP, CompTIA, and other IT certifications preferred.
• Previous experience as a Help Desk lead preferred.
• Multiple years of prior experience in the operation and support of an IT Help Desk to include understanding of workflows, SLAs, and escalation processes as it relates to a Help Desk ticketing system.
• Experience supporting Microsoft Windows 10 and Office 365 products. Knowledge of Active Directory, antivirus, encryption, and SharePoint preferred.
• Experience troubleshooting laptop, VPN connections, remote issues, printers, and VOIP communications.
• Basic understanding of virtual environments and type I and II hypervisors like VMWare, VirtualBox, and Hyper-V.
• Strong customer service orientation and interpersonal skills.
• Must be able to work in a team environment and communicate effectively with team members, managers and customers.

Pay:
$28.86 per hour


Benefits:

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Experience:

• Help desk: 3 years (preferred)
• Windows: 3 years (preferred)

Ability to Commute:

• Phoenix, AZ required)

Ability to Relocate:

• Phoenix, AZ 85029: Relocate before starting work (required)

Work Location:
In person