FuelCell Energy Hiring for IT Service Desk Team Lead Job at Torrington, CT Full Time

FuelCell Energy is a global leader in decarbonizing power and producing hydrogen through our proprietary fuel cell technology. Our mission is to enable a world powered by clean energy. As an innovator and manufacturer of fuel cell clean power platforms, FuelCell Energy has the only technology in the world capable of capturing carbon from an external source and producing power at the same time. In addition, we offer the only technology in the world capable of producing hydrogen, power and water simultaneously.

This individual will lead the Network Infrastructure Desktop Services team, where they will be responsible for monitoring and maintaining all levels of IT assets for a medium-sized multiple-site organization. As a team lead, they will oversee the activities of all the helpdesk team members to ensure the delivery of excellent customer service. This individual will have solid IT troubleshooting and repair abilities while also understanding the importance of customer service. They will be able to work well in a small team of IT professionals and continue to deliver excellent IT support to our employees across multiple sites.

Responsibilities:

• Lead and support a team of help desk technicians
• Monitor team performance and develop feedback reports for management.
• Manage escalation, ensuring issues are resolved on time
• Diagnoses, troubleshoots, and resolves hardware, software, or other network and system problems, and replaces defective components when necessary
• Logs helpdesk tickets into the system for tracking purposes
• Installs new computer hardware
• Refreshes existing computer hardware
• Monitors the performance of computer networks
• Provides technical support for computer network issues, voice services, and equipment face-to-face, via email, or over the phone
• Delivers equipment to specified locations ensuring proper installation
• Determines and resolves application errors

Qualifications:
Education: Associate’s degree in Computer Science, Information Technologies, or another applicable field with a minimum of 3 years of relevant work experience. Certifications in a relevant field (CCENT, Network+, CCNA) and a minimum of 5 years of relevant experience may be considered instead of a degree.

Experience: Requires a minimum of three years of relevant experience.

Candidate must have demonstrable knowledge/experience in:

• Strong customer service skills; interfaces with internal customers, end users, and associates
• Excellent leadership and people management skills
• Experience with helpdesk management software
• Experience with Windows operating systems
• Experience with Active Directory Administration, DNS, DHCP, and Group Policy Administration
• Experience with Office 365 administration and installation
• Experience with Ethernet and IP networking protocols
• Experience with cabling infrastructure best practices and methodologies
• Able to work well within a team and adapt quickly to change
• Able to work under pressure
• Experience with standard networking terms and protocols is a plus
• Experience managing and troubleshooting VOIP systems
• Experience with HP/Cisco switches and wireless APs is a plus