Help Desk Lead

Essential Duties and Responsibilities:

• Manage the processing of incoming calls to the Help Desk via telephone, and e-mail to ensure courteous, timely, and effective resolution of end user issues.
•  Design and enforce request handling and escalation policies and procedures.
•  Coordinate and/or perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
•  Monitor and test fixes to ensure problems have been adequately resolved.
•  Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• Track and analyze trends in Help Desk requests and generate statistical reports.
• Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
•  Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
• Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
• Oversee the development, implementation, and administration of help desk staff training procedures and policies.
• Participate in the on-call rotation.
• Supports the Mission and Values of CorneaGen in all activities.
• Other duties as assigned.

 
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the education, experience, knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
Education and Experience:
·    Associates degree with 2 years of experience, or 4 years of experience in related field

• Demonstrated progressive experience in the supervision of a technical support team.
• Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.

 
Required Skills/Knowledge/Abilities:

• Solid relationship management and performance management skills.
• Ability to motivate and direct staff members and subordinates.
• Strong understanding of the organization’s goals and objectives.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on listening and questioning skills.
• Strong documentation skills.
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language to non-technical staff and end users.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment.
• Able to work well with others in a collaborative and respectful manner.
• Able to multi-task, deal with complexity on a frequent basis.
• Essential to perform all functions of the job accurately and in a timely manner.
• Able to work independently
• Able to arrive for work on time and maintain a good attendance record.
• Ability to maintain a professional demeanor and confidentiality
• Occasional night / weekend work may be required
• Demonstrates passion for the Mission and Values of CorneaGen, including personal support of organ and tissue donation.

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To learn more about CorneaGen, or apply for this position, please visit our website at