Lead Helpdesk Tech

The Lead Helpdesk Tech serves as a escalation point and mentor for a team of IT Technicians that perform remote and desk-side hardware and software support for end users of PC-based systems and diagnose and repair issues related to hardware and software including operating systems, office applications, networks, computer operations, phone systems, and POS. Essential Functions: Leadership: Serve as an escalation point and as a mentor to other technicians Installation: Install hardware, software, operating systems and office applications including: unpacking new equipment, installing and removing options in PC’s, installing and configuring software, performing backups of workstations and servers, shutdown and moving workstations, and perform PC installations and swapso Work with structured wiring systems, maintain, troubleshoot and support fiber optic and copper connectivityo Maintain, troubleshoot and support network hardware in LAN, WAN, and wireless configurations Administrative functions: Perform functions such as writing reports, maintaining accurate records, etc. o Informs management of problem trends and provide status reportso Properly maintain records of helpdesk-related activities Tech Support: Provide end user support in a timely and courteous mannero Prioritize tasks to handle multiple projects simultaneously Knowledge, Skills & Abilities Required: High School graduate Must be 18 years or older 2-3 years’ experience in information technologies Microsoft Certified Systems Engineer (MCSE) or MS Certified Professional (MCP) a plus Must maintain knowledge of Nemacolin Woodlands Resort activities and services Must be congenial, friendly, service oriented and well organized Must be flexible in scheduling and able to work evenings, weekends and all holidays Possess excellent communication, analytical and documentation skills and have a desire to work with other people in a team environment Have the ability to take direction and work under stressful situations Possess extraordinary phone skills Must be able to speak English