GreenSky Administrative Services LLC

  • Help Desk Team Lead

    Job Location(s) US-GA-Atlanta
    Posted Date 3 months ago(1/5/2019 4:47 PM)
    Job ID
    # of Openings
    Information Technology
  • Overview

    GreenSky is seeking a Technical Team Lead to lead a small team of Technical Support Analysts and conduct IT-related support requests by providing initial diagnosis and resolution to the issue. The Technical Team Lead is expected to resolve escalated issues or hand-off to other technical support teams and external vendors. This position provides Tier III support of medium to highly complex issues.  The Technical Team Lead will work independently to ensure end-users receive prompt, courteous and knowledgeable assistance and will provide guidance and mentoring of Tier I/II Support Analysts.

    Duties & Responsibilities

    Customer Advocacy

    • The Technical Team Lead functions as the face of IT to site management.
    • Handles escalations from site management.
    • Takes ownership of problematic issues and manages until complete.
    • Acts as a liaison between IT groups and the customer.
    • Works with other teams to ensure issues are completed in a timely manner

    Handle Support Requests

    • Respond to and manage Support requests (i.e., telephone, e-mail, support-portal)
    • Enters data into the tracking system to log support requests.
    • Explain service procedures to customers to properly manage service delivery expectations.
    • Utilize checklists and training to diagnose customer problems and requests.
    • Identify recurring and potential problems to escalate notification of situations to senior team members.
    • Research trouble issues to identify problem root causes.
    • Communicate updates on issues in a timely manner to ensure client satisfaction and productivity.

    Resolve Tier III Support Requests

    • Document problem status and resolutions to maintain support history.
    • Resolves application and software problems to fulfill customer requests.
    • Work with external vendor technical support personnel to resolve incidents
    • Maintain awareness of service level agreement targets to help meet and exceed requirements.
    • Transfer unresolved problems to applicable back-end teams and follow up with customer to ensure resolution.

     Mentor Tier I/II Support Analysts

    • Provide guidance and training to Tier I/II Support Analysts
    • Tutor Tier I/II Support Analysts in their day to day operations to ensure accuracy and quality.
    • Monitor Support Analyst performance

     Assist with Help Desk Daily Operations

    • Maintains a general understanding of the businesses and function being supported to provide relevant solutions.
    • Assist IT Service Desk Manager in operations matters such as reporting, user documentation, assist with desk side support, etc.
    • Monitor endpoints to ensure optimal operation as well as maintain a secure environment.
    • Monitor and control computer equipment inventory.

    Required Skills/Qualifications

    • High school diploma or equivalent required.
    • BS or BA degree in computer science, business administration or related work experience preferred.
    • Or any combination of education, experience, and training that demonstrates the ability to perform the key responsibilities of this position.
    • 1 - 2 years’ experience in a customer service related field.
    • 4+ years of supporting Active Directory, Group Policy, and Windows ACLs; desktop imagining, patching, group policies, software installs etc, in an enterprise environment (100+ users)
    • 3+ years supporting Microsoft Windows 10 in a network environment
    • 3+ years supporting Apple Mac OSX support in a network environment
    • 3+ years desktop/laptop imaging
    • Experience with SCCM and Jamf preferred
    • Experience providing remote SOHO support
    • Solid experience supporting Microsoft Office Suite in a professional environment
    • Microsoft Office 365 experience a plus
    • Knowledge of basic IA principles and best practices and ability to apply to one’s work
    • Troubleshooting and analysis skills for general network and application level issues
    • Ability to interact with staff at all levels and to work under minimal supervision
    • Excellent, organizational, interpersonal, and communication skills
    • Ability to multitask and work in a team setting
    • Understanding of a wide variety of desktop applications
    • Experience working within enterprise ticket systems
    • Professional certifications desired (A+ preferred)
    • 3+ years IT Helpdesk Tier II or higher
    • 2-3 years using ITIL complaint service desk ticketing system.
    • 2-3 years demonstrated computer/server hardware support in an environment with 100+ users


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