IT Service Desk Shift Lead

- Oversee and manage the IT Service Desk team during your designated shift, ensuring prompt and efficient response to user queries and technical challenges. - Provide advanced technical support for troubleshooting software issues, hardware malfunctions, and network connectivity problems across various operating systems, including Windows, macOS, and Linux. - Manage computer hardware assets, which include desktops, laptops, mobile devices, and peripherals, ensuring correct setup and regular maintenance. - Assist with computer management tasks, including Active Directory administration, implementation of Group Policy Objects (GPOs), and software deployment using SCCM. - Diagnose and resolve network-related issues concerning LAN, VPNs, firewalls, DNS settings, TCP/IP protocols, and administration tools like Meraki and BMC Remedy. - Utilize help desk software such as ServiceNow and Jira to monitor incidents, escalate complex problems, and document solutions comprehensively. - Communicate effectively with end-users, demonstrating strong customer service skills while maintaining professionalism in high-pressure situations. - Help monitor the health of IT infrastructure using analytical skills to identify recurring problems and suggest enhancements for system stability.