AI Software is looking to hire a Help Desk Support lead to work at a client location in Houston, TX. You will be part of the client support team and in future training offshore team and working with remote teams to achieve the overall goal of faster and efficient support services. 

Title:  Help desk support lead

Job description:  Manages and coordinates level 1 help desk support. Supervises day-to-day operations of the help desk; identifies, researches, and resolves a variety of IT technical problems or executes on routine operational administrative tasks.  Creates and manages escalation procedures and ensures service levels are maintained.  Documents, tracks, and monitors problems to ensure resolution in a timely manner.  Monitors ticket queue, assess service request, validate information for completeness, assign it to level 2 or 3 and manage complete coordination including communication with user and other IT support personnel.  Tracks and updates KPIs to IT operation executives.   A ‘Hands on’ role that is aimed at providing excellent customer service and support and resolving issues.  Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution.  Suggests improvements to process, and is a knowledgeable resource for other team members. 

Skills:

• Diagnose desktop hardware & software problems for reasonably proficient users who are Developers and Software Implementation Consultants.
• Able to address basic audio/visual issues in conference rooms and Executive offices
• Knowledgeable to support KPIs and SLA reports to management
• Familiar with MS Office, JIRA and/or TFS, Active Directory, KACE
• Good understanding of Windows Server and Desktop OS and configuration
• AWS and Azure operational knowledge
• Basic understanding of networking
• Excellent communication and coordination skills
• Excellent problem solving and analytical skills
• Self-starter, manages priorities and resolves conflicts

Experience:

• 2-3 years of experience in providing user support
• Experience in working with multiple teams
• Project management

Job Type: Full-time

Benefits: Health Insurance, 2-weeks vacation, 401(k) match