Service Desk Team Lead

Support Specialist

Provides Tier 1 and Tier 2 support. Troubleshoots and resolves complex issues including: supporting maintenance of hardware/software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and assisting with resolution of issues with network connectivity, printing and remote access to desktop equipment. Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution. Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence. Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries. Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have: High School Diploma or GED required May require technical certification or Associate Degree Generally, 2-4 years' experience in area of responsibility

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