IT Help Desk Lead

Job Title: IT Help Desk Lead

Key Responsibilities:

• Manage and maintain the Jira board, ensuring tasks are properly assigned, tracked, and resolved promptly.
• Handle onboarding and offboarding processes for employees, including provisioning and de-provisioning of accounts and equipment.
• Own and update the general knowledge base, documenting procedures, FAQs, and troubleshooting steps to facilitate efficient problem resolution.
• Assist in the hiring process for the helpdesk team, including screening candidates, conducting interviews, and onboarding new hires.
• Provision equipment for new hires and ensure existing equipment is properly maintained and upgraded as needed.
• Monitor subscriptions, domain renewals, and software licenses, and ensure timely renewal or procurement as required.
• Provide remote troubleshooting support to users, resolving technical issues related to hardware, software, and network connectivity.
• Administer and maintain various tools and platforms utilized by the organization, including but not limited to Google Workspace, Office 365, Teamviewer, Proxy6, Backoffice, OpenVPN, Comodo, FreshDesk, Cloudflare, and web servers hosted in Digital Ocean.
• Collaborate with other IT teams to implement and maintain security protocols, backups, and disaster recovery plans.
• Stay updated with the latest technologies and best practices in IT support and incorporate them into the organization's workflows.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Proven experience in an IT help desk or technical support role, with a strong understanding of IT concepts and principles.
• Proficiency in managing Jira boards and utilizing other project management tools.
• Familiarity with onboarding/offboarding processes, equipment provisioning, and user account management.
• Solid knowledge of Google Workspace, Office 365, and other productivity tools.
• Experience with troubleshooting hardware, software, and network issues for both on-site and remote users.
• Ability to work independently, prioritize tasks, and manage time effectively in a fast-paced environment.
• Excellent communication skills, both verbal and written, with a customer-oriented approach.
• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Proven experience in an IT help desk or technical support role, with a strong understanding of IT concepts and principles.
• Proficiency in managing Jira boards and utilizing other project management tools.
• Familiarity with onboarding/offboarding processes, equipment provisioning, and user account management.