Help Desk Technician Lead
Experian Consumer Services Careers That Define What's the Next Big (Data) Thing for Consumers?
What could be more exciting personally and professionally than being part of a disruptive business? Consider taking your career to the next level by joining the Leader that continues to disrupt the competition. As the disruptor and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation. It's a position Experian Consumer Services has enjoyed for more than a decade and we're always looking for the talent that can help expand that lead.
When you're the leader, it's always urgent, important and market-changing. We think that defines the true disruptive business. Join us and create some chaos for the competition.
The Lead Helpdesk technician is part of a technical support group that focuses on high quality customer support to keep our team member technology running smoothly. We are looking for an individual that enjoys driving new technologies, leading & mentoring others, and providing great levels of customer service. Terms like automation, self-service, productivity enhancements, and speed market are key focuses for this role. Our ideal candidate will provide technical leadership for the Helpdesk team by designing system imaging, supporting collaboration tools, ensuring device security, and troubleshooting complex problems.
Responsibilities:
Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems and issues.
Proposes new solutions, ideas, tools, and techniques for highly complex problems. Technical mentor to the entire organization. Ability to inspire technicians by providing new ideas or concepts to consider; helps roadmap future.
Resolve incident and support requests from Experian Consumer Services team members via multiple channels (voice, tickets, email and walk ups/desk side).
Supports escalated technical issues from junior team members to solve issues with windows, apple, and mobile devices.
Drive the creation of system imaging & automated software deployments to ensure efficiency & security through tools such as Microsoft SCCM and JAMF Casper.
Support Virtual Desktop Platform (VDI) on VMWare Horizon View for global contact centers
Manages collaboration tool & video conferencing platforms and adds new capabilities to streamline communication between Experian offices
May participate in applications beta-testing.
Makes recommendations for process improvements and technology changes.
Communicate issues and incidents to all levels of the organization as required.
Create and maintain documents and procedures, with direction from management.
Education and
Experience:
May require a Bachelor's degree in Computer Science or other technical degree or equivalent experience
Microsoft, VMware and or Cisco certification preferred.
Typically requires 5-7 years of related experience.
Considered expert in all operational best practices; continuously implements new technology solutions to add operational efficiencies. Strong understand of common IT infrastructure platforms, operating systems, tools, monitoring, and concepts. Provides technical leadership to other teams. Ensures timely delivery of solutions and ensures team meets SLAs. Upgrades technician tools and platforms to latest levels.
Extensive experience providing helpdesk and desktop support for Windows & Apple computers in an enterprise environment (both phone & desk side)
Ability to provide timely resolution for all end-user requests and root cause analysis for issues
Strong troubleshooting skills with Windows 8 & 10, Apple OSX, and other business applications
Experience administering McAfee Endpoint Encryption
Expert desktop imaging and software packaging skills
Hands-on experience with Active Directory, Exchange/Office 365, and Group Policy administration
Experience with troubleshooting issues on mobile devices, smart phones
Must be able to create clear and detailed technical documentation
Must possess strong communication skills (written and oral) as well as significant customer service skills
Ability to work effectively with cross-functional team. Flexible enough to work with different technical skill levels and skill sets. Ability to work in a highly dynamic environment
Strong analytical and problem solving skills
Ability to provide input and recommendation on new technology and process improvement
Benefits and Compensation:
Experian offers flexible benefits and compensation packages that allow our employees to make choices that fit their individual lifestyles. Some of the benefits that we provide for full-time employees include the following:
Medical, Dental, Vision and Life Insurance
Minimum 15 days flexible time off, additional sick time, plus 10 paid holidays
401K and company matching
Casual, fun environment
Equal Opportunity Employer
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
What could be more exciting personally and professionally than being part of a disruptive business? Consider taking your career to the next level by joining the Leader that continues to disrupt the competition. As the disruptor and market leader we pride ourselves on building new markets, leading the pack through continuous evolution and innovation. It's a position Experian Consumer Services has enjoyed for more than a decade and we're always looking for the talent that can help expand that lead.
When you're the leader, it's always urgent, important and market-changing. We think that defines the true disruptive business. Join us and create some chaos for the competition.
The Lead Helpdesk technician is part of a technical support group that focuses on high quality customer support to keep our team member technology running smoothly. We are looking for an individual that enjoys driving new technologies, leading & mentoring others, and providing great levels of customer service. Terms like automation, self-service, productivity enhancements, and speed market are key focuses for this role. Our ideal candidate will provide technical leadership for the Helpdesk team by designing system imaging, supporting collaboration tools, ensuring device security, and troubleshooting complex problems.
Responsibilities:
Work closely with internal support groups and external service providers to identify, resolve or coordinate the resolution of Desktop, Laptop, software problems and issues.
Proposes new solutions, ideas, tools, and techniques for highly complex problems. Technical mentor to the entire organization. Ability to inspire technicians by providing new ideas or concepts to consider; helps roadmap future.
Resolve incident and support requests from Experian Consumer Services team members via multiple channels (voice, tickets, email and walk ups/desk side).
Supports escalated technical issues from junior team members to solve issues with windows, apple, and mobile devices.
Drive the creation of system imaging & automated software deployments to ensure efficiency & security through tools such as Microsoft SCCM and JAMF Casper.
Support Virtual Desktop Platform (VDI) on VMWare Horizon View for global contact centers
Manages collaboration tool & video conferencing platforms and adds new capabilities to streamline communication between Experian offices
May participate in applications beta-testing.
Makes recommendations for process improvements and technology changes.
Communicate issues and incidents to all levels of the organization as required.
Create and maintain documents and procedures, with direction from management.
Education and
Experience:
May require a Bachelor's degree in Computer Science or other technical degree or equivalent experience
Microsoft, VMware and or Cisco certification preferred.
Typically requires 5-7 years of related experience.
Considered expert in all operational best practices; continuously implements new technology solutions to add operational efficiencies. Strong understand of common IT infrastructure platforms, operating systems, tools, monitoring, and concepts. Provides technical leadership to other teams. Ensures timely delivery of solutions and ensures team meets SLAs. Upgrades technician tools and platforms to latest levels.
Extensive experience providing helpdesk and desktop support for Windows & Apple computers in an enterprise environment (both phone & desk side)
Ability to provide timely resolution for all end-user requests and root cause analysis for issues
Strong troubleshooting skills with Windows 8 & 10, Apple OSX, and other business applications
Experience administering McAfee Endpoint Encryption
Expert desktop imaging and software packaging skills
Hands-on experience with Active Directory, Exchange/Office 365, and Group Policy administration
Experience with troubleshooting issues on mobile devices, smart phones
Must be able to create clear and detailed technical documentation
Must possess strong communication skills (written and oral) as well as significant customer service skills
Ability to work effectively with cross-functional team. Flexible enough to work with different technical skill levels and skill sets. Ability to work in a highly dynamic environment
Strong analytical and problem solving skills
Ability to provide input and recommendation on new technology and process improvement
Benefits and Compensation:
Experian offers flexible benefits and compensation packages that allow our employees to make choices that fit their individual lifestyles. Some of the benefits that we provide for full-time employees include the following:
Medical, Dental, Vision and Life Insurance
Minimum 15 days flexible time off, additional sick time, plus 10 paid holidays
401K and company matching
Casual, fun environment
Equal Opportunity Employer
. Apply now!Estimated Salary: $20 to $28 per hour based on qualifications.
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