IT Help Desk Lead

This is a 100% On-site position which REQUIRES US Citizenship (USC)

Desired Skills and Experience *

• The ideal candidate will have a four-year technical degree or the equivalent in work experience and three to five years of prior related work experience, including team leadership.
• The candidate will have the ability to provide positive customer service and advanced communication, problem-solving, and technical writing skills, in addition to working with a team to achieve functional goals.
• Technical proficiency in relevant operating systems, applications, and/or languages is required.

Relevant Technology:

• Experience with ACD systems, such as any of the following: Amazon (AWS), Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact, Five9s
• Experience with ITSM / Ticketing systems, such as any of the following: BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk
• Demonstrated support of enterprise environments, including:
• Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
• Support of Microsoft Windows 10 Operating System
• Knowledge of basic networking connectivity -- DHCP, DNS, Cabling, etc.
• Support of MS O365 provisioned accounts
• Support of mobile devices such as iPads, iPhones, Surface Devices, etc.
• Password Reset, Account Unlock, etc.
• Support of MacBook devices and MacOS
• Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
• Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust, etc.
• Outstanding customer service and time management skills to deliver rapid problem-solving

Plusses

• Prior experience working within a highly technical support environment including SAP, Solumina, and Citrix, is a strong plus.
• Knowledge of applications, personal operating systems, and/or languages preferred.
• Bachelor of Science in a technical discipline or equivalent experience in a related industry is also preferred.

Day-to-Day *

Insight Global is seeking a Technical Service Center Team Lead to support a dedicated program with a global aerospace leader. The candidate must be a US Citizen and the role will be onsite at the clients Military Engines headquarters in Oklahoma City. The Technical Service Center Team Lead will be responsible to maintain and lead the day-to-day operations of the Technical Service Center team. Providing a single point of contact for raised incidents, or requests and the rectification of underlying problems. As a Team Lead, you will be managing and developing the team, delivering an effective service desk in line with ITIL standards, providing advice and guidance, ensuring resolution within our identified service level agreements, and following our established Standard Operation Procedures.

Job Types: Full-time, Contract

Pay: $30.00 - $35.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 5 years

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Oklahoma City, OK 73150: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Help desk: 5 years (Preferred)
• Leadership: 2 years (Preferred)

Work Location: In person