Help Desk Team Leader

Key Requirements

• Possession of a 2-year degree or an appropriate equivalent, plus three years of experience in an inbound call center environment (Additional experience as described in the examples of duties may be substituted on a year-for-year basis up to a maximum of four years for the required education.)
• Two years installing, configuring, maintaining, and trouble‑shouting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency.
• Experience with remote troubleshooting preferred.
• Supervise and provide feedback to helpdesk technicians.
• Supervise the daily operations of the call center.
• Serve as "2nd Level" support for Help Desk technicians.
• Provide metrics reporting to Technology Support Manager.
• Maintain documentation for processes and procedures.
• Communicate with all levels of customers verbally and in writing.
• Troubleshoot computers, peripheral equipment and software.
• Proactively provide peer support.
• Follow BCPS Board and department policies and procedures.
• Assist help desk technicians as needed with organizing and prioritizing tasks.
• Communicate technical issues, risks, and approaches.
• Work as part of a team.
• Attend trainings facilitated by other DolT departments to gain knowledge that will be shared within TSS.
• Create procedures for the call center.
• Install and configures applications and other supported software packages.
• Perform basic troubleshooting and triage of computers via remote computer access and phone.
• Resolve routine issues and problems related to hardware and software.
• Create tickets for all problems called into the Technology Helpdesk.
• Assist clients with resolving device related issues via telephone support.
• Record activities in the service desk software system.
• Create and validate internal supported system documentation submissions.
• Communicate technical issues, risks, and approaches to clients and helpdesk technicians.

• Possession of a valid class C Maryland driver's license or an equivalent is required.
• Knowledge of computer operations and support.
• Effective verbal and written communication skills.
• Knowledge of operating systems, software applications, hardware equipment, cabling components, and some AN equipment.
• Skill in installing, configuring, maintaining, and trouble‑shouting personal computers and related equipment.
• Skill in installing, configuring, maintaining, and troubleshooting operating systems, software applications, and cabling components.
• Skill in providing technical assistance, guidance, and training to users of varying levels of skills and abilities.
• Skill in communicating complex, technical concepts to clients, non-technical staff, and others.
• Skill in establishing and maintaining effective working relationships.
• Skill in effectively prioritizing assignments and tasks.
• Skill in communicating clearly and effectively.
• Proficiency with Microsoft Office productivity tools.
• Ability to provide consistent quality customer service.
• Ability to deescalate customers.
• Ability to maintain confidential information.
• Ability to supervise a team of helpdesk technicians.