Help Desk Lead

Guaynabo, PR, Puerto Rico
Full Time
Information Technology
Manager/Supervisor

Driven Advisors is a top-tier financial advisory firm focused on transforming the way in which companies and their teams see numbers, driving opportunities for change and growth. Our work is defined by a relentless passion to solve your most complex business problems. We focus on the future. We see the opportunities where others see limitations. We are driven by your success.

Purpose of the Position:

The Help Desk Lead is responsible for providing technical support to all departments to ensure the smooth operation of computer systems and maximize end-user productivity. This role oversees the performance, operation, and delivery of IT support services, ensuring that systems remain functional, reliable, and available to meet business needs.
Principal Responsibilities:
  1. Ensure all IT support requests are managed efficiently and in accordance with Service Level Agreements.
  2. Supervise and support the Help Desk team, including performance monitoring, coaching, training and onboarding.
  3. Manage ticket queues, workload distribution and service quality to maintain high performance standards.
  4. Troubleshoot, resolve and document technical issues, ensuring accurate records in ticketing systems.
  5. Install and support user Computers, IP Phones, Smartphones, Tablets, Printers, TV and other networked devices.
  6. Request information from users, analyzes technology performance, and makes recommendations for new hardware, software or peripherals.
  7. Prepares or develop analytical reports and communicates progress updates to management.
  8. Collaborates with internal and external sources or vendors.
  9. Deploy, configure and upgrade application software, such as productivity software, specialized applications, enterprise antivirus or diagnostics programs.
  10. Maintain equipment inventory and manage the process for equipment storage.
  11. Maintains a high level of technical competence; assists staff in resolving complex technical problems and works with customers to ensure solutions are satisfactory.
  12. Regulate user access to sensitive files to protect against internal security breaches.
  13. Occasionally required to review spam emails and phishing alerts.
  14. Provide support for end-user desktops, laptops, smartphones, tablets, portable Wi-Fi devices, printers, IP phones, and other network-connected technologies.
  15. Communicates IT policies, procedures, and standards and promotes adherence to organizational objectives, quality assurance programs, security requirements, and safety standards of Driven.
  16. Provide support for the installation and activation of Microsoft Office 365, Antivirus licenses.

Education, Training and/or Experience Required:

  • Bachelor’s degree in IT or a related field; relevant certifications (CompTIA Network+, CCNA, ITIL, Microsoft) preferred; 3 to 5 years of experience in IT support.
  • 3 to 5 years of leadership or supervisory experience required.

Language, Skills and Knowledge:

The employee must be able to effectively present information in one-on-one settings, with excellent listening and questioning skills to identify issues and clearly explain solutions. They should communicate fluently in both Spanish and English, demonstrate a mature and professional demeanor, and work independently while understanding written instructions and communications. Strong problem-solving abilities, basic math skills, and a customer-service focus are essential, along with attention to detail, the ability to prioritize tasks, and consistently demonstrate punctuality, reliability, empathy, and professionalism.
 

Reasoning Abilities:

The employee must be able to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. The position also requires the ability to deal with problems involving a few concrete variables in standardized situations.

Equipment Used:

PC/laptop, telephone, smartphone, calculator, photocopier, scanner, facsimile, e-mail.

Physical Demands:

The position requires normal physical effort when standing, walking, and/or using office equipment. Also requires that weight be lifted or force be exerted up to a maximum of 30 pounds.

Work Environment:

This position is usually performed in an office environment under normal conditions.

We are an Equal Opportunity Employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. All employment decisions are based on qualifications, merit, and business needs.
 
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