Loading...
Mid LevelFull-time
Salary Range
$45,900 - $62,100 /year
This salary is estimated based on similar roles. The actual salary may vary.
 
The Helpdesk Lead is responsible for the IT Help Desk daily functions including troubleshooting help desk tickets and training help desk staff. Assessment, assign, and schedule help desk tickets. Dispatch tickets to vendors. Coordinate some vendor accounts and billing. Record issues in ticketing system and coordinates referrals to appropriate technical, or service personnel for services, repairs, and training. Use and maintain Helpdesk tracking software and help document resolution procedures and scripts for help desk technicians. You will report to TSC Help Desk Manager.
 
RESPONSIBILITIES
• Lead desktop platform optimization, standardization, and overall.
• Manage the Microsoft SCCM infrastructure, including installation, configuration, platform health monitoring, client remediation, OS deployment, and application packaging/deployment.
• Provide Tier 3 support for desktop platforms and collaborate with support teams to resolve issues, determine causes, and escalate.
• Coordinate release cycles, critical updates, and support the Windows Servicing Model.
• Work with platform vendors to resolve issues and contribute to platform strategy.
• Handle incident and service request management, ensuring resolution or reassignment.
• Apply ITIL practices, including change management, and assist teams with technical troubleshooting.
• Manage hardware/software assets, track licensing compliance, and support continuous improvement in technology spend.
• Participate in IT Infrastructure and Finance projects, offering technical and operational support.
• Provide direction and escalation support to the help desk; ensure service delivery and crisis management.
• Maintain documentation, organize training for team members, and foster positive team collaboration.
• Develop strategies and backup plans to ensure service performance.
Free to sign up. Takes 30 seconds.
About Experian
Experian is a global information services company that specializes in providing data and analytics solutions to businesses and consumers. Headquartered in Dublin, Ireland, with a presence in over 44 countries, Experian has been a leader in the information services industry since its inception in 1996. The company leverages advanced technology and extensive data resources to help organizations make informed decisions, mitigate risk, and identify growth opportunities. Its services are integral to sectors such as finance, retail, telecommunications, and healthcare, where accurate data is critical for operational efficiency and strategic planning. Experian offers a comprehensive suite of products and services, including credit reporting, fraud detection, marketing analytics, and decision automation. Key features of their solutions include real-time data processing, predictive analytics, and customizable reporting tools that enable clients to gain actionable insights. The company primarily targets financial institutions, retailers, and telecommunications providers, helping them manage credit risk, combat fraud, and enhance customer engagement. Additionally, Experian provides consumer credit reports and identity protection services, catering to individuals seeking financial transparency and security. Experian has established itself as a market leader, recognized for its innovative use of data and technology to solve complex business challenges. The company holds a significant market share in the information services industry, supported by its robust global infrastructure and commitment to data accuracy and compliance. Experian’s unique value proposition lies in its ability to integrate vast datasets with cutting-edge analytics, providing clients with unparalleled insights that drive business success and regulatory compliance. Its dedication to data privacy and ethical practices further reinforces its reputation as a trusted partner in the information services sector.
