Computer Aid, Inc.

  • HELP DESK TEAM LEADER

    Location US-MD-Baltimore
  • Position Description/Responsibilities (CCC/Vendor)

    The ideal candidate should have the following:

    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-shooting personal computers and related equipment, operating systems, and software applications, preferably in a large, multi-site agency.

    Experience with remote troubleshooting preferred

     

    Responsibilities

    Supervising and providing feedback to helpdesk technicians

    Supervising the daily operations of the call center

    Serve as "2nd Level" support for Help Desk technicians

    Provide metrics reporting to Technology Support Manager

    Maintaining documentation for processes and procedures

    Communicate with all levels of customers verbally and in writing

    Troubleshooting 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 DoIT departments to gain knowledge that will be shared within TSS

    Create procedures for the call center

    Installs and configures applications and other supported software packages

    Performs basic troubleshooting and triage of computers via remote computer access and phone

    Resolves routine issues and problems related to hardware and software

    Creates tickets for all problems called into the Technology Helpdesk

    Assists clients with resolving device related issues via telephone support

    Records activities in the service desk software system

    Creates and validates internal supported system documentation submissions

    Communicate technical issues, risks, and approaches to clients and helpdesk technicians

     

    Required Skills

    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 A/V equipment

    Skill in installing, configuring, maintaining, and trouble-shooting personal computers and related equipment

    Skill in installing, configuring, maintaining, and trouble-shooting 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

     

    Company Overview (CCC Only)

    Computer Aid, Inc.

     

    Computer Aid, Inc. (CAI) is an innovative solutions company managing engagements with numerous Fortune 1000 companies and government agencies. CAI is headquartered in Allentown, Pennsylvania with a staff of over 4,200 professionals working at locations around the world in a variety of industries. Our services leverage technology to provide outstanding customer experiences that generate new value for our clients, our employees, and our greater communities.  

     

    CAI is building a culture of continued learning, support, and personal development in a collegial environment. We also strive to make a positive impact on our surrounding communities through various outreach programs. We make a positive difference for our associates and the communities in which we serve.

     

    Our mission: Provide industry-leading services and an incredible workplace for our associates, while making an impact on our communities.  For more information on our professionals, services, and industries we support, please see our website www.compaid.com.

     

    CAI is an Equal Opportunity/Affirmative Action employer. Minorities, women, veterans and individuals with disabilities will receive consideration and are encouraged to apply.

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