Position title
Help Desk Team Leader
Description

Key Requirements:
The ideal candidate must possess the following:
✓ Possession of a 2-year degree or an appropriate equivalent, plus three years
of experience in an inbound call center environment (Additional experience
as described in the examples of duties may be substituted on a year-for
year basis up to a maximum of four years for the required education.)
✓ Two years installing, configuring, maintaining, and trouble-shooting
personal computers and related equipment, operating systems, and
software applications, preferably in a large, multi-site agency.
✓ Experience with remote troubleshooting preferred.

Responsibilities

▪ Supervise and provide feedback to helpdesk technicians.
▪ Supervise the daily operations of the call center.
▪ Serve as "2nd Level" support for Help Desk technicians.
▪ Provide metrics reporting to Technology Support Manager.
▪ Maintain documentation for processes and procedures.
▪ Communicate with all levels of customers verbally and in writing.
▪ Troubleshoot computers, peripheral equipment and software.
▪ Proactively provide peer support.
▪ Follow BCPS Board and department policies and procedures.
▪ Assist help desk technicians as needed with organizing and prioritizing tasks.
▪ Communicate technical issues, risks, and approaches.
▪ Work as part of a team.
▪ Attend trainings facilitated by other DolT departments to gain knowledge that
will be shared within TSS.
▪ Create procedures for the call center.
▪ Install and configures applications and other supported software packages.
▪ Perform basic troubleshooting and triage of computers via remote computer
access and phone.
▪ Resolve routine issues and problems related to hardware and software.
▪ Create tickets for all problems called into the Technology Helpdesk.
▪ Assist clients with resolving device related issues via telephone support.
▪ Record activities in the service desk software system.
▪ Create and validate internal supported system documentation submissions.
▪ Communicate technical issues, risks, and approaches to clients and helpdesk
technicians.

Qualifications

Required Skills:
▪ Possession of a valid class C Maryland driver's license or an equivalent is
required.
▪ Knowledge of computer operations and support.
▪ Effective verbal and written communication skills.
▪ Knowledge of operating systems, software applications, hardware equipment,
cabling components, and some AN equipment.
▪ Skill in installing, configuring, maintaining, and trouble-shooting personal
computers and related equipment.
▪ Skill in installing, configuring, maintaining, and troubleshooting operating
systems, software applications, and cabling components.
▪ Skill in providing technical assistance, guidance, and training to users of
varying levels of skills and abilities.
▪ Skill in communicating complex, technical concepts to clients, non-technical
staff, and others.
▪ Skill in establishing and maintaining effective working relationships.
▪ Skill in effectively prioritizing assignments and tasks.
▪ Skill in communicating clearly and effectively.
▪ Proficiency with Microsoft Office productivity tools.
▪ Ability to provide consistent quality customer service.
▪ Ability to deescalate customers.
▪ Ability to maintain confidential information.
▪ Ability to supervise a team of helpdesk technicians.

Employment Type
Full-time
Job Location
Baltimore County Public Schools, , Maryland, US
Date posted
August 15, 2023
PDF Export
Close modal window

Thank you for submitting your application. We will contact you shortly!