Service Desk Lead

The Service Desk Lead will have the responsibility of the day-to-day operations for the IT Support Team, including all software and hardware support.

DETAILED JOB DESCRIPTION:

Helix Electric was founded in 1985 and is now one of the nation's largest and most successful electrical contracting companies. Our commitment to empowering people and powering projects is realized by our exceptional team of dedicated and highly skilled experts working together and never settling for good enough. We are proud of the team-oriented and employee-empowered business approach that defines our unique character.

DESCRIPTION OF DUTIES & SCOPE:

• Identify, research, and resolve technical problems
• Provide technical support for hardware & software related issues
• Respond to telephone calls, instant messages, email, and personnel requests for technical support in a Helpdesk setting
• Install and configure workstations, laptops, & mobile devices, based on company needs and requirements
• Create and maintain user accounts within an Active Directory\Office 365 environment
• Create and maintain installation images for all endpoints using imaging software
• Create and maintain install packages for software applications on a self-service portal for end users
• Oversee and maintain all hardware & software, vendor recommended security patches or firmware updates, ensuring that these are installed and up to date monthly
• Track and maintain an accurate Asset database for all IT related equipment and software, including license tracking and auditing
• Create and maintain documentation of all systems, assets, and software
• Provide end user support for IT-managed applications and hardware
• Mentor and assist the IT Support Helpdesk Interns as needed
• Perform other duties or special projects as requested related to area of responsibility

QUALIFICATIONS:

• 3+ years' experience in General Systems Administration
• 3+ years' experience supporting a Microsoft Azure\Office 365, AD Federated environment
• 3+ years' experience supporting Network Backup systems & Disaster Recovery planning
• Advanced knowledge of Microsoft Windows 7/8.x/10
• Advanced knowledge of Microsoft Office Suite 2010 & 2016\Office 365 including OneDrive and Teams
• Advanced knowledge of scripting automation (Visual Basic, PowerShell, KiXtart, etc.)
• General knowledge of Microsoft Windows Server 2008 R1\R2, 2012 R1\R2, 2016
• General understanding of LAN\WAN technologies, Active Directory, TCP\IP, DHCP, DNS, GPO
• General understanding of imaging systems (Ghost, Microsoft WDS)
• General Knowledge of Anti-Virus\Anti-Malware Technologies (ESET, Microsoft ATP)
• General knowledge of Network monitoring and alerting systems (Nagios, Cacti, SolarWinds, PRTG)
• General knowledge of Manage Engine products (Service Desk Pro, Desktop Central)
• General knowledge of Mobile Device Management systems for corporate and BYOD plans
• Ability to support mobile devices (iPad, iPhone, Android)
• Ability to work independently, set priorities, meet goals and deadlines
• Must have a strong work ethic, organizational skills, the desire to learn and not afraid to ask questions
• Ability to always maintain confidentiality
• Microsoft Certification a plus
• ITIL Certification a plus