Help Desk Associate Lead III

The Help Desk Associate Lead III provides advanced onsite IT support for all print network systems, software solutions, and web faxing capabilities. This role acts as the first line of resolution for customer-facing hardware and software issues, including escalated or complex technical problems. As the team lead, this individual will provide daily procedural and technical direction to help desk staff, manage client interactions, and ensure compliance with service level agreements (SLAs).

Key Responsibilities:

• Provide onsite and remote troubleshooting for software, print networks, and web fax systems.
• Lead and guide help desk and field associates; serve as point of escalation and technical advisor.
• Resolve or escalate complex technical issues to 2nd level support as appropriate.
• Manage server operations, including routine maintenance, patching, and monitoring for security vulnerabilities.
• Support hardware installations and ensure integration with existing IT infrastructure.
• Create and manage print queues across the entire customer base; manage software related to scanning and printing.
• Maintain accurate logging and prioritization of help desk tickets in both internal and client-provided systems.
• Conduct testing and validation of trial software/hardware to assess network compatibility.
• Monitor SLA performance metrics, address issues proactively, and participate in escalation processes.
• Generate monthly scan activity reports for customer billing.
• Contribute to the development and updating of technical documentation and standard operating procedures.
• Ensure compliance with all network security protocols and procedures.
• Advanced technical knowledge in servers, networking, hardware/software troubleshooting.
• Strong understanding of networking protocols and printer system configurations.
• Demonstrated experience in server monitoring, queue management, and software deployment.
• High proficiency with Microsoft Office Suite (Excel, Word, PowerPoint).
• Excellent customer service and interpersonal communication skills (written and verbal).
• Exceptional organizational, multitasking, and prioritization abilities.
• Strong leadership and team coordination capabilities.
• Proven problem-solving skills and attention to detail.
• Ability to work effectively under pressure and independently.

• Education:
  
  High School Diploma or equivalent required;
  Bachelor's Degree preferred.
• Certifications:
  
  At least one advanced technical certification required (e.g., A+, Network+, MCSA).
• Experience:
  
  5–8 years of technical service experience in a customer-facing IT support role.