Department Blue Mantis Location Remote Description The Support Center Team Lead position provides daily support to Call Center Analysts assisting with technical escalations training and Q&A activities. Additionally the Team Lead role will be responsible for providing direct technical support to clients when assigned. Key Responsibilities Assist and train Call Center Analyst I and II with standard day to day issues and resolutions. 20% Update and maintain Help Desk Documentation and knowledgebase articles for aligned clients in support of ever improving Level 1 resolutions and customer satisfaction 10% Work on tickets escalated by call center analyst with a focus on training and knowledge base opportunities Directly assist clients as part of the Call Center queue during volume spikes or to cover absences. 50%) Ensure team is quickly and effectively communicating with customers within the SLA timeframe. 10% Focus on departmental operational execution assisting appropriate Service level focus from aligned teams. Skills Knowledge and Expertise 2+ years Technical Call Center/Help Desk experience Comfortable with working on multiple open tickets simultaneously. Comfortable with investigating analyzing and troubleshooting client issues. Able to make decisions on service ticket resolution without supervision. Act as a positive and supportive influence within the team Ability to effectively communicate and train aligned team members Demonstrated skills related to professionalism within the work environment and in front of customers/clients. Basic understanding of most of the following and Proficient in at least three items below Windows Operating systems – XP Windows 7-10 MS Office applications (Outlook Word Excel PowerPoint Visio Project) – 2000-2016 Email support – Exchange & POP Citrix desktop support Basic network support - Understanding of a domain/corporate IT environment including PC/Laptop setup and troubleshooting steps. Basic knowledge of network technologies (LAN WAN wireless) VPN clients (Cisco SonicWall Fortinet etc.) Computer hardware support Troubleshoot issues with laptops desktop and thin client devices USB devices Printer support Setup/install local wireless and network printers Troubleshoot hardware printer issues Mobile devices support Setup and troubleshoot issues with iPhone Windows Mobile Android etc. Install and troubleshoot broadband wireless devices and software User account administration Maintain user accounts in Active Directory Maintain user accounts for VPN sessions Security Setup and troubleshoot issue with iPhone Windows Mobile Android etc. Install and troubleshoot broadband wireless devices and software Associates Degree in Information Technology or equivalent experience. At least 1 of the following relevant industry certifications is preferred CompTIA A+ MCDST HDI-SCA – HDI Support Center Analyst Benefits Please note This range is based on our market pay structures. However individual salaries and hourly pay rates are determined by a variety of factors including but not limited to business considerations local market conditions and internal equity as well as candidate qualifications such as skills education and experience. We consider all qualified applicants for employment without regard to race color religion sex sexual orientation gender identity national origin disability or protected veteran status. Reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of the job. This job description is intended to describe the general nature of work being performed by employees in this job. It is not intended to be a complete list of all responsibilities duties and skills required. Agencies/3 Parties may not solicit to any employee of Blue Mantis. Any candidate information received from any Agency/3 Party will be considered a gift and property of Blue Mantis unless the Agency/3 Party is an Authorized Vendor of Blue Mantis with an up-to-date Blue Mantis Contract in hand signed by Blue Mantis Talent Acquisition. No payment will be made to any Agency/3 Party who is not an Authorized Vendor nor has specific approval in writing from Blue Mantis Talent Acquisition to engage in recruitment efforts for Blue Mantis. At this time we have no interest in onboarding any new staffing partners.