LEAD HELPDESK TECHNICIAN, INFORMATION TECHNOLOGY - CHARLOTTESVILLE (FULL TIME)

Region Ten CSB; Charlottesville (VA); On-site; USD 60,000 - 80,000; Full time

Job summary

A local counseling service is seeking a Helpdesk Lead II to evaluate and implement technology infrastructure. Responsibilities include guiding technical staff, monitoring system performance, and resolving user issues. Candidates should possess a Bachelor’s degree in IT, relevant technical certifications, and previous supervisory experience. This position is full-time and based in Charlottesville, VA, offering competitive compensation and opportunities for professional development.

Qualifications

• Previous experience assisting users with computer problems is required.
• Previous experience leading a team is preferred.
• Technical certifications such as CompTIA A+ or Microsoft Fundamentals are preferred.

Responsibilities

• Provide guidance to system, programming, and operation staff.
• Monitor network and system performance, security, and integrity.
• Resolve escalated issues from lower support tiers.
• Oversee and test security measures and manage configurations.
• Mentor staff on technical issues.

Skills

Oral communication

Written communication

Interpersonal interactions

Project Management

PowerShell scripting

Education

Bachelor’s degree in Information Technology or similar

Tools

Office automation software

Networking tools

Job description

General Statement Of Responsibilities

The Helpdesk Lead II is responsible for evaluating, upgrading, and implementing the technology infrastructure at Region Ten in conjunction with the Information Technology Director and Program Manager. The performance of duties requires and determining action based on the analysis of facts and the practical application of current technology methods. The incumbent must combine strong analytical skills and problem‑solving abilities with project management skills. The incumbent must display excellent interpersonal skills when meeting the needs of senior management, technical personnel and end-users. A high level of customer service is to be exhibited in all interactions with outside contacts, staff and colleagues. The ability to work independently on long‑projects, seeing them to completion, is required.

Req# 22000038

Major Duties

• Provides guidance to the systems, programming, and operation staffs in the solution of hardware/software related problems.
• Responsible for ensuring systems are operating to company specifications
• Monitor network and system performance, security and integrity
• Resolve issues lower tiers of support have escalated by troubleshooting cloud and local infrastructure.
• Automate tasks and monitor their effectiveness.
• Mentor staff and team on technical issues.
• Maintain complete technical documentation.
• Design and develop the configurations to be deployed on systems using the approved solution.
• Maintain functional networks (LAN, WLAN, WAN)
• Maintain/Install software, servers, firewall, switches and phones.
• Maintains awareness of emerging technologies and project management techniques.
• Oversee and test security measures (e.g. access authentication and disaster recovery).
• Establishes configuration management practices and ensures that configuration audits are conducted.
• Active participation in workplace relationship building.
• Fosters a positive and supportive work environment while training, and assisting staff.
• Provides cooperative solutions to requests and inquiries.
• Other duties as assigned

Qualifications

Formal training and work experience exemplifying KSA’s.

Education

• The incumbent must hold a Bachelor’s degree in Information Technology or similar or two or more years of equivalent experience in IT.

Experience

• Previous experience assisting users with computer problems is required.
• Previous experience leading a team is preferred.

Certification / License

• Technical certifications such as CompTIA A+ or Microsoft Fundamentals is preferred.
• To ensure the safe and efficient operation of the program, a valid Virginia Driver’s License plus an acceptable driving record as issued by the Department of Motor Vehicles are required. For business use of a personal car, a certificate of valid personal automobile insurance must be provided.

Ksas

Knowledge of: server, network, PC configuration and upgrading; networking concepts; familiarity with office automation software (word processing, spreadsheets, databases); IT standards and practices; fundamentals and concepts of enterprise, distributed, client/server and desktop computer systems; definition of technical specifications from user and business requirements; project planning coordination; service level agreements; practices of effective communication of technical issues to user and client community; user acceptance testing.

Skills

Skills in: oral and written communication; organization analysis; interpersonal interactions; Project Management; PowerShell scripting.

Abilities

Abilities to: Analyze and/or resolve hardware, software, and application problems; problem solve and troubleshoot; lift and carry up to 50 lbs; remain calm, courteous and professional at all times.

Grade: 10

Position Location:

500 Old Lynchburg Road

Charlottesville, VA 22902

Schedule: Full Time