IT Help Desk Lead - Tewksbury, MA << Back to Careers

Position Summary: We are currently seeking a Help Desk Team Lead to join our team of IT Superstars. This position is based out of our Tewksbury office reports to the Sr. Network Infrastructure Manager. This is a full-time, salaried position that does involve occasional off-hours coverage. In addition to handling escalated tickets, this person will also be responsible for developing, documenting, and improving our support processes.

Position Description (Responsibilities):

• Manage our IT ticketing system, including ticket remediation, escalation, and reporting.

• Identify opportunities for process, training, and system improvements, and collaborate with others to design and implement solutions.

• Address Tier 1 and Tier 2 helpdesk tickets, ensuring resolution and/or escalations.

• Closely monitor escalated tickets that violate established service level agreements (SLAs), to drive timely ticket closure and ensure a high level of customer service.

• Oversee and execute new hire, termination, and other employee change-related tasks such as equipment imaging, account setup, employee communications, and training.

• Responsible for inventory and audit activities.

• Manage employee participation in the corporate cell phone plan, including equipment provisioning, configuration, and troubleshooting. Serve as a liaison to Verizon customer support as appropriate.

• Develop and deliver training for corporate audio and video conferencing capabilities, as well as basic training to business users on a range of technology solutions.

• Lead support for print/copy/scan functionality organization-wide.

• Manage the purchasing process for hardware and software, maintenance renewals, as well as manages software licensing to employees.

Position Requirements:

This position is ideally suited for an individual who has excellent customer service and communications abilities, as well as good project management capabilities and technical support skills. Other requirements include:

• 4 years of help desk experience in a corporate setting, preferably in a multi-site environment.

• Experience supporting remote users.

• Displays grace and presence at all times and has great written and verbal communication skills. 

• Demonstrates the ability to quickly build rapport with internal customers and manage positive relationships across the organization. 

• Demonstrates knowledge of the Windows 10 desktop environment, networking, access technologies, and applications.

• Possesses a positive attitude and takes a proactive approach.

• Sees challenges as opportunities and translates them into actionable tasks.

• Is self-directed, flexible, and able to work independently.

• Proficient as an end-user in MS office technology.

• Ability to collaborate and work as a member of a team.

• Energized by fast-paced environment. • Associates degree or a certificate from a technical program preferred.

• The ideal candidate resides is able to commute easily to our Tewksbury, Massachusetts headquarters on a regular basis.

• Has a passion for pets and their families. 

• Live the WellPet values and culture and doing whatever it takes for the pets who depend on us.

To apply click here!

WellPet LLC is proud to be an equal opportunity workplace. We celebrate diversity and are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.

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