[ref. e3581018] Help Desk Team Lead - Los Angeles

Email valerie.montoya@rht(.com) for consideration*

Robert Half is seeking an IT Helpdesk Team Lead for a client located in Los Angeles, CA. IT Helpdesk Team Lead will oversee 5 helpdesk employees and prioritize tickets, adhere to SLA's, and manage and support day-to-day IT operations, including troubleshooting network issues (TCP/IP, DNS, DHCP), diagnosing connectivity problems, and managing access issues (VPN, Active Directory, remote desktop services).

Duration: 6 mo. contract to fulltime

Vaccination Required (Per client request)

100% Onsite

Must Haves:

• Must possess more than 3 years of experience in a helpdesk environment, with a clear ambition to step into an IT Lead role or demonstrate prior experience in this capacity.
• Experience working with Active Directory, O365, Exchange, network connectivity, basic server knowledge, ticketing experience, prioritization of tickets (Fresh Service) along with more
• Ability to actively contribute and collaborate effectively within a team environment.

Day to Day:

• Technical Support Management: Oversee and provide support for a broad range of technical issues including hardware, software, network, and infrastructure support. Ensure team members can troubleshoot and resolve issues related to operating systems (Windows, macOS), hardware components, email systems, and printers.
• Incident & Request Management: Manage the helpdesk ticketing system to track, prioritize, and ensure timely resolution of incidents and service requests. Maintain accurate records of technical issues, resolutions, and customer interactions.
• Escalation Management: Handle complex or escalated technical issues, providing tier-3 support for challenging problems involving servers, network infrastructure, or specialized software. Ensure timely escalation to higher-level IT teams when needed.
• End-User Support: Provide direct support to end-users, assisting with software installations, system configurations, network connectivity issues, remote access problems, and other technical inquiries.
• System & Network Troubleshooting: Manage and support day-to-day IT operations, including troubleshooting network issues (TCP/IP, DNS, DHCP), diagnosing connectivity problems, and managing access issues (VPN, Active Directory, remote desktop services).
• Certifications: IT certifications such as CompTIA A+, , ITIL Foundation and any other certifications are preferred

*Email valerie.montoya@rht(.com) for consideration*