Helpdesk Tech Lead

Responsibilities

• Provide advanced technical assistance and support for computer systems, hardware, and software issues.
• Act as an escalation point for Level I Technicians to resolve complex support issues.
• Install, modify, and repair computer hardware, including desktops, laptops, printers, and mobile devices.
• Manage and monitor help desk applications, including patching workstations and ensuring anti-virus compliance.
• Administer Microsoft O365, including mailbox creation and distribution list management.
• Utilize Jira ITSM to manage projects, configure automation rules, create dashboards, and build reports using JQL.
• Support network connectivity, including VPN configuration and wireless environment troubleshooting.
• Maintain accurate hardware and software inventories and coordinate asset management.
• Assist Network and Systems Administration teams with various infrastructure tasks.

Requirements

• High school diploma or GED required (Associate degree or technical degree preferred).
• 3+ years of experience in an IT-related position.
• Deep expertise in Microsoft O365 and Windows Microsoft Office environments.
• Strong proficiency with Jira ITSM, including automation, permissions, and reporting.
• Hands-on experience with Active Directory and Anti-Virus solutions.
• Proven ability to troubleshoot LAN environments and VPN setups.
• Strong problem-solving skills and a commitment to exceptional customer service.
• Ability to lift up to 30 lbs. unassisted.

Benefits

• Comprehensive health, dental, and vision insurance.
• Retirement plan options.
• Paid time off and paid parental leave.
• Employee assistance programs.
• Eligibility for performance bonuses.

About the Company

CareTria provides professional services and technical support solutions, fostering a collaborative environment for technical experts to grow and succeed.