IT Helpdesk Lead
Description
What does a career at Oxford mean?
A career at Oxford means becoming a part of a diverse group of remarkable professionals who work hard and play hard. We hire the best, train like crazy, and take care of our people like family. Our work style is collaborative, open, and welcoming of new ideas.
What we offer:
Oxford offers a competitive base salary and generous bonus structure. Full-time employees are eligible for our comprehensive health/dental/vision care coverage, short-term & long-term disability and life insurance, 401(k) plan with employer match, parental leave, generous paid time off, paid holidays, and on-site gym access.
A career at Oxford means becoming a part of a diverse group of remarkable professionals who work hard and play hard. We hire the best, train like crazy, and take care of our people like family. Our work style is collaborative, open, and welcoming of new ideas.
What we offer:
Oxford offers a competitive base salary and generous bonus structure. Full-time employees are eligible for our comprehensive health/dental/vision care coverage, short-term & long-term disability and life insurance, 401(k) plan with employer match, parental leave, generous paid time off, paid holidays, and on-site gym access.
Ready to make a change and join a dynamic team of dedicated and experienced professionals?
JOB SUMMARY:
The IT Helpdesk Lead plays an essential role in leading the technical support helpdesk to ensure that all members of the Oxford team have the technological resources they need to be successful. This position monitors the technical support ticketing system for requests, provides excellent customer service, and delivers solutions in a timely manner. The ability to troubleshoot in a scientific manner, conduct root cause analysis, and address a wide range of hardware/software-related issues are crucial to fulfilling the primary obligations of this role.
JOB DUTIES:
Core duties and responsibilities include the following. Other duties may be assigned.
Daily (M-F)
- Monitors and prioritizes technical support requests via Outlook (email), Teams (chat), in-person inquiries, and/or phone calls.
- Acknowledges receipt of support request within 24 hours, gathers pertinent system information, searches internal/external databases for relevant solutions, and guides user through any troubleshooting steps.
- Coordinates resources of IT department, vendors, and other business stakeholders to remove barriers and resolve issues.
- Documents the steps taken and how the issue was overcome (screenshots, video, etc.) for the department’s internal database.
Weekly/Monthly
- Deploys new equipment (laptops, phones, etc.) and coordinates warranty work on existing hardware (break/fix).
- Performs new user setups, AD/Azure password resets, and grants Oxford administered file permissions (SharePoint).
- Creates new email accounts and manages Exchange (e-mail) groups.
- Installs and upgrades approved/licensed software.
- Prepares/tests AV/phone resources for small to large group meetings.
- Identifies training opportunities based on frequency, complexity of requests.
SUPERVISORY RESPONSIBILITIES:
This position has no supervisory duties.
JOB REQUIREMENTS:
- 3+ years’ experience in a technical helpdesk role.
- Associates degree in Computer Science or additional equivalent experience.
- Ability to maintain a high level of discretion and confidentiality.
- Hands-on experience with Microsoft Windows Server (AD), Office 365, Exchange, and SharePoint.
- Demonstrated ability to manage multiple issues simultaneously with minimal supervision.
- Ability to communicate effectively across all levels of the organization, via both written and verbal correspondence.
- Detail oriented, self-motivated, and enthusiastic team player.
PHYSICAL REQUIREMENTS & WORKING CONDITIONS:
Employee will be regularly required to sit, use hands to handle or feel, and talk or hear. Employee will be frequently required to reach with hands or arms. Employee is occasionally required to sit or stand; walk and stoop, kneel, crouch, or crawl. Employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, and depth perception. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Normal working office conditions. Noise level in this work environment is usually quiet to moderate.
Employee signature below constitutes employee’s understanding of the requirements, essential functions and duties of the position as listed above.