Job Description

IT & Help Desk Team Lead Job Duties: 

Communicate with all levels of the organization. 
Serve as the main point of contact for customers seeking technical assistance over the phone or email. 
Perform remote troubleshooting through diagnostic techniques and pertinent questions. 
Determine the best solution based on the issue and details provided by customers and internal staff. 
Walk the customer through the problem-solving process. 
Direct unresolved issues to the next level of support personnel. 
Provide accurate information on IT products or services. 
Pass on any feedback or suggestions by customers or internal staff to the appropriate internal team. 
Identify and suggest possible improvements on procedures. 
Assist in the development and implements/test/document all IVR queues and recordings. 
Assist with maintaining and managing technology requirements and compliance. 
Assist with maintaining and managing technology platforms and licenses. 
Assist with technology budget and get approval through the proper channels. 
Assist in technology implementation in house, as well as technology liaison with clients.

Skills 

Excellent written/verbal/interpersonal communication skills sufficient to communicate and interact effectively with all levels of the organization. 
Knowledge of contact center and reporting technology. 
Ability to install and troubleshoot software/hardware and desktop Windows systems, as well as mobile devices. 
Strong Computer skills with proficiencies in Office 365, Active Directory, Microsoft Exchange, Microsoft Dynamics, Cloud Based Software, and Tableau. 
Excellent command of the English language, effective use of grammar skills. 
Demonstrated ability to prioritize tasks.

Troubleshooting, Problem Solving, Assisting in Tasks in a Team, Listening, Verbal Communication, Building Relationships, Math Skills, Interpersonal Savvy, Multi-tasking. 

DEI Competencies 

Diversity equity and inclusion as a leadership competency is a measure of success within NET. 

Continuous learning: Commits to continuous learning / improvement in diversity, inclusion, and cultural competence. 
Demonstrates an ability to flex style when faced with myriad dimensions of culture to be effective across cultural contexts. 
Abides by and lives out company values of: 
Respect for our clients, each other and self 
Integrity in everything we do 
Truth open and honest communication with each other and our clients 
Improvement innovation, creativity and always strives to be our best and do our best 
Service utmost and foremost 
Diversity of thought, work and life experiences 
Fun work hard, play hard

Experience  

High school diploma   
An associates degree and/or IT certifications in a technology-related field is a plus
2 years of call center experience

Attendance and Punctuality:

Regular attendance and punctuality are vital attributes for all employees and critical for our staff as we are the role models for our organization and future leaders. It is important for employees to attend work regularly and to arrive at work on time, because failure to do so detrimentally affects employee morale and productivity throughout North End Teleservices, LLC.

This is not a work-from-home role.

North End Teleservices is an equal-opportunity employer and is committed to diversity in its workforce. North End Teleservices recruits qualified applicants without regard to characteristics such as race, color, national origin, religion, gender, gender identity, sexual orientation, disability, veteran status, age, marital status, citizenship status, or any other status protected by law.

#Omaha #NET #Professional #Northend

This job was posted on Fri May 12 2023 and expired on Fri May 26 2023.

Minimum $12K /yr

$37K /yr Average

Maximum $98K /yr

Tasks

Answer user inquiries regarding computer software or hardware operation to resolve problems.

Oversee the daily performance of computer systems.

Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

Develop training materials and procedures, or train users in the proper use of hardware or software.

Refer major hardware or software problems or defective products to vendors or technicians for service.

Enter commands and observe system functioning to verify correct operations and detect errors.

Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

Prepare evaluations of software or hardware, and recommend improvements or upgrades.

Confer with staff, users, and management to establish requirements for new systems or modifications.

Modify and customize commercial programs for internal needs.

Inspect equipment and read order sheets to prepare for delivery to users.

Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.

Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.

Hire, supervise, and direct workers engaged in special project work, problem solving, monitoring, and installing data communication equipment and software.

Skills

Reading Comprehension - Understanding written sentences and paragraphs in work related documents.

Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

Writing - Communicating effectively in writing as appropriate for the needs of the audience.

Speaking - Talking to others to convey information effectively.

Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Complex Problem Solving - Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Systems Analysis - Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

Knowledge

Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Engineering and Technology - Knowledge of the practical application of engineering science and technology. This includes applying principles, techniques, procedures, and equipment to the design and production of various goods and services.

English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

Public Safety and Security - Knowledge of relevant equipment, policies, procedures, and strategies to promote effective local, state, or national security operations for the protection of people, data, property, and institutions.