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Leonardo Helicopters

Help Desk Team Lead

Leonardo Helicopters, Phila, Pennsylvania, United States, 19117

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Help Desk Team Lead

Department:

Digital Solutions Reports to:

Manager, Digital Infrastructure & Security Direct Reports:

none Location(s):

Philadelphia, PA Delivers comprehensive technical assistance for incoming user inquiries, specializing in the diagnosis and resolution of computer systems, software, and hardware challenges. Experienced with Windows-based PCs and laptops, network equipment, Microsoft Office applications, security software, and various collaborative tools, consistently aiming to enhance user productivity and minimize downtime.

Duties and Responsibilities: % of Time 1. Rapidly diagnose and resolve complex technical problems spanning computer hardware, software applications, and network connectivity. Provide setup and support for mobile phones (iOS/Android) and desk phones, including basic VoIP troubleshooting and video conferencing support. Address issues related to Microsoft Office 365, VPN access, endpoint security (Antivirus, DLP, Encryption), Multi-Factor Authentication (MFA), mobile devices, printer and scanner functionalities, and shared network resources. Run diagnostic programs to troubleshoot and resolve issues. 30 % 2. Serve as a primary point of contact for user IT support needs, managing and resolving requests across all communication channels (ticketing system, phone, and in-person). Efficiently track and manage support requests through a help desk application. 30 % 3. Manage onboarding and offboarding processes, including the creation, modification, and deactivation of user credentials and system access in accordance with IT and HR policies. 20 % 4. Perform PC maintenance, software installation, upgrades, and initial configuration utilizing remote monitoring and management software such as Microsoft SCCM. 15 % 5. Assist with the development of Help Desk workflows, best practices, and onboarding procedures. Support knowledge base development and contribute to process improvements, documentation and end-user training manuals when requested. 5 %

TOTAL: 100% Education Bachelor's degree in information systems and related field or equivalent work experience

Experience Minimum of 5 years' experience in similar corporate IT support environments

Competencies & Attributes Exceptional oral, written, and interpersonal communication skills. Strong organizational skills to prioritize and manage a heavy workload and multiple deadlines, ensuring all issues are documented and resolved. Good knowledge of Microsoft Products, including SCCM, Office 365 Suite, SharePoint, Endpoint Security and Collaboration Technologies. Strong expertise to support remote users. Some lifting of equipment (up to 25 lbs) may be required. Familiarity with networking concepts, including LAN, VPN, wireless networks and internet connectivity. VMWare Virtualization and Network Security (firewall, Proxy, NAC) basic knowledge. Must be able to perform the essential functions of the role, including walking or standing for extended periods, with or without reasonable accommodation.

Licensure/Certification Microsoft Certification or proved experience on major Microsoft products Cisco Network, Voice, Wireless, Security certifications will be considered a plus Equal Opportunity Employer/Vet/Disability