Helpdesk Lead

Description SummaryCoordinates, diagnoses and troubleshoots incoming employee calls. Provides support services to employees with technical problems and information technology issues involving desktop, laptop or network services from local personnel or from employees using network remote access. Provides timely resolution of problems or escalation on behalf of customer to appropriate technical personnel. Provides case status updates to management and end-users.ResponsibilitiesAddress and resolve employee concerns in a professional and timelymannerActs as escalation point for Help Desk support staff, providing technical direction when applicable?and ensuring proper escalation policies are followedEnsure Help Desk support documentation such as Wiki knowledgebase, Escalation spreadsheet & Approved Software list and team workflowsare maintainedResponsible for weekly summary of team activities to managementTier 1 support of corporate Windows and Mac workstations & mobile devicesCorporate application support such as Outlook, Word, Excel Security support – DUO MFA, Windows BitLocker, Websense Web proxy & OS patching Understand employee business workflows and mission critical applicationstacksAssist with testing of new and existing approved workstation applicationsAssist with application installationsacross all supported endpoint devicesDocument work by ensuringcasesare logged for support request and note troubleshooting steps when escalatingShift coverage during the week – 24 x 5 Participate in rotation of on-call after hours and weekend supportQualifications2+ years' experience with corporate Windows and MacBooktroubleshooting2+ years Windows administrative skill set, including Enterprise applications.2+ years troubleshooting in the Windows environment.2+ years experience in a real-time corporate support environment.1+ years experience in help desk supervisory capacity.If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.