The purpose of this position is to provide technical support and customer service to Lennar employees to enhance productivity in the effective use of computer technology used at Lennar. The IT Service Desk Lead serves as an escalation and support point for the Helpdesk Analysts in solving issues presented to the Helpdesk. The Lead conducts training sessions for new helpdesk analysts as well as supports the implementation of new processes and procedures on the Helpdesk. The Lead will service as the back up to the Service Desk Supervisor and Manager as needed. The lead actively participates and contributes to the development of team goals and objectives. The IT Service Desk Lead also maintains knowledge base systems and the call tracking database to enhance quality of problem resolution.
Principal Duties and Responsibilities:
Education & Experience Requirements:
• Bachelors Degree or Certification Required
• 3+ years in multi-operating system environment, especially MS Windows both XP and Windows 7.
• 3+ years experience working in desktop environment and with MS Office Suite.
• 3+ years years’ experience in a technical support environment, Call Center, or Help Desk.
• 1-year experience working in a large IS organization (multiple locations, client server technology, WAN, 1000+ personal computer workstations.
Physical Requirements:
This is primarily a sedentary office position which requires the IT Service Desk Lead to have the ability to operate computer equipment, speak, hear, bend, stoop, reach, lift, and move and carry up to 25 lbs. Finger dexterity is necessary.
Additional Requirements:
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