Help Desk Team Leader

Key Requirements Possession of a 2-year degree or an appropriate equivalent, plus three years of experience in an inbound call center environment (Additional experience as described in the examples of duties may be substituted on a year-for-year basis up to a maximum of four years for the required education.) Two years installing, configuring, maintaining, and trouble‑shouting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency. Experience with remote troubleshooting preferred. Supervise and provide feedback to helpdesk technicians. Supervise the daily operations of the call center. Serve as "2nd Level" support for Help Desk technicians. Provide metrics reporting to Technology Support Manager. Maintain documentation for processes and procedures. Communicate with all levels of customers verbally and in writing. Troubleshoot computers, peripheral equipment and software. Proactively provide peer support. Follow BCPS Board and department policies and procedures. Assist help desk technicians as needed with organizing and prioritizing tasks. Communicate technical issues, risks, and approaches. Work as part of a team. Attend trainings facilitated by other DolT departments to gain knowledge that will be shared within TSS. Create procedures for the call center. Install and configures applications and other supported software packages. Perform basic troubleshooting and triage of computers via remote computer access and phone. Resolve routine issues and problems related to hardware and software. Create tickets for all problems called into the Technology Helpdesk. Assist clients with resolving device related issues via telephone support. Record activities in the service desk software system. Create and validate internal supported system documentation submissions. Communicate technical issues, risks, and approaches to clients and helpdesk technicians. Required Skills Possession of a valid class C Maryland driver's license or an equivalent is required. Knowledge of computer operations and support. Effective verbal and written communication skills. Knowledge of operating systems, software applications, hardware equipment, cabling components, and some AN equipment. Skill in installing, configuring, maintaining, and trouble‑shouting personal computers and related equipment. Skill in installing, configuring, maintaining, and troubleshooting operating systems, software applications, and cabling components. Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities. Skill in communicating complex, technical concepts to clients, non-technical staff, and others. Skill in establishing and maintaining effective working relationships. Skill in effectively prioritizing assignments and tasks. Skill in communicating clearly and effectively. Proficiency with Microsoft Office productivity tools. Ability to provide consistent quality customer service. Ability to deescalate customers. Ability to maintain confidential information. Ability to supervise a team of helpdesk technicians. #J-18808-Ljbffr