Help Desk Lead (Onsite Support)

Company description

Tessenderlo Kerley, Inc. is a company of diverse businesses unified by shared values and vision. We serve the agriculture, mining, industrial and water reclamation markets with a broad range of products and technologies, worldwide. Serving these customers well is a passion and a commitment-one which the people of Tessenderlo Kerley find rewarding, empowering and meaningful.

If you want the work you do to make a positive impact on the world in which we live, working alongside innovative, quality-focused people of vision, then Tessenderlo Kerley is the right place for you.

Job description

Tessenderlo Kerley Inc Logo

As the Help Desk Lead, you will handle the day-to-day allocation of the team members to projects, changes, and support, including office applications, and support. In addition, you will support end-users with technical and functional IT problems related to software products, software programs, or systems and provides backups when needed.

Please note: This lead position will require a person to be onsite.

What you will do:

  • Coordinate the End User Computing Support team (Help Desk Team) of two in their day-to-day work by providing guidance and deciding the planning and allocation of team members.
  • Ensure the End User Computing developments are delivered on time, within budget and at the expected quality level and implement and maintain all related processes.
  • Install software to ensure that internal customers can be offered user-friendly ICT support.
  • Provide 1st line support for incidents and requests to get users operational as quickly as possible and prevent the same problems from re-occurring.
  • Make a continuous analysis and issue recommendations or propose improvements to increase the global performance of the system.
  • Draw up the documentation and assist with training concerning the user guidelines for specific desktop products, software programs, or systems to ensure that the end-user uses these products, programs, and systems independently and that recurrent issues are avoided.
  • Perform administrative and maintenance tasks to ensure that standards are met, including preventative maintenance on client systems, hardware repair, stocking and organization of hardware, inventory maintenance, and keeping up-to-date ticketing records.
  • Define and agree on relevant ICT processes, organization, and relationships and manage the ICT investment
  • Responsible for activity reporting and follow-up as well as problem escalation and follow-up.
  • Manage the subcontractors in their spectrum of responsibility per Company policy.
  • Manage the lifecycle of all incidents and standard service requests by providing and maintaining the tools, processes, skills, and rules for effective and efficient handling of Incidents to ensure ICT services are delivered effectively and efficiently to users. Produces, stores, and shares technical documents according to the knowledge management standards in use.
  • Responsible for work planning (project, support, changes, … both short and long-term).
  • Provides, updates, and maintains a set of methods, practices, and processes related to End User Computing Support aligned at the corporate level to decrease the number of incidents per user. 
  • Stays well-informed about the evolutions within the specific field to strengthen their credibility by offering a service continuously based on updated knowledge.  Shares and transfers this expertise within the ICT department to contribute to long-term continuity.
  • Available to be the on-call technician on a rotating basis with other members of the team. The on-call technician is expected to be available for emergency service when possible. Calls should be returned within a 2-hour window when on-call.

Profile

  • Minimum Associate degree with a focus in business, the sciences, or equivalent.
  • Bachelor’s degree (3-year cycle – higher short-term education),
  • 5 – 8 years of relevant experience required,
  • A good understanding of working with the business to align ICT solutions with business needs.
  • Available to be the on-call technician on a rotating basis with other members of the team. The on-call technician is expected to be available for emergency service when possible. Calls should be returned within a 2-hour window when on-call.
  • Excellent Interpersonal and communication skills and ability to relate well with all levels of staff, management, and stakeholders.
  • Excellent analytical, problem-solving, consulting, and coaching skills.
  • Team management skills.

Offer

Why join Tessenderlo Kerley:

  • Work/life balance
  • Fun and rewarding environment
  • Learning, development and teamwork
  • Community involvement/outreach
  • Challenging and meaningful work

Benefits & Rewards:

  • Medical-Dental-Vision-Prescription (low employee premiums!)
  • 401(k) plan with dollar-for-dollar matching, up to the first 5% of employee contribution
  • 401(k) Company Retirement Contribution at year-end at up to 4% of annual base salary
  • Short-Term Incentive awards based on measured performance criteria
  • Life Insurance – 2x Annual Base Salary
  • Paid vacation and sick time, and 10 paid holidays per year
  • Tuition Reimbursement - up to $5,000 per calendar year (non-taxable)
  • Adoption Assistance - up to $7,500 in reimbursement assistance
  • Childbearing and parental leave 
  • Business Travel Life & Accident Insurance
  • Flexible Spending Account
  • Telemedicine program - for you and your dependents
  • Long-Term Disability insurance
  • Company referral program

Tessenderlo Kerley, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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Category
Information Technology
Experience level
Mid-Senior Level
Company
Tessenderlo Kerley, Inc.
Business unit
Tessenderlo Kerley, Inc.
Country
United States
City
Phoenix
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