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Divergent · 3 weeks ago

IT Help Desk Lead

Torrance, California, United States

Full-time

Onsite

Mid, Senior Level

$36/hr - $56.63/hr

Divergent is a technology company that has developed an innovative factory system leveraging machine learning for vehicle manufacturing. The Help Desk Lead will oversee helpdesk functions, manage support tickets, and ensure high-quality service delivery while mentoring the help desk team.

3D PrintingAerospaceAutomotiveEmbedded SoftwareGreenTechIndustrial AutomationIndustrial ManufacturingSoftware

Comp. & Benefits

No H1B

Responsibilities

Triage all tickets that come to the help desk and delegate as necessary

Assign, prioritize, and monitor support tickets to meet service level agreements (SLAs)

Serve as the escalatory point of contact for customers seeking technical assistance

Ensure adherence to IT policies, security standards, and best practices

Lead, mentor, and support Help Desk technicians to ensure consistent service quality

Work with vendors to resolve any issues what require outside assistance

Plan, procure, and provision I.T. equipment based on user requirements

Document policies and procedures as needed within the documentation space

Appropriately involve and/or escalate both internal and external issues to Management

Perform local and remote troubleshooting through diagnostic techniques and pertinent questions

Answer help desk tickets and provide timely resolution

Walk the customer through the problem-solving process

Direct unresolved issues to the next level of support personnel

Complete tasks and/or projects as assigned in downtime

Record events and problems and their resolution in the ticketing system

Follow-up and update customer status and information

Pass on any feedback or suggestions by customers to the appropriate internal team

Identify and suggest possible improvements on procedures

Manage accounts in multiple systems, including Active Directory, the Atlassian Cloud, Office 365 & others as assigned

Qualification

Technical assistanceHelp Desk managementTicketing systemJiraOffice 365ITIL certificationCompTIA certificationsCustomer-orientedCommunicationProblem-solvingLeadership

Required

Must be legally authorized to access information and technology subject to U.S. export controls

Demonstrated proficiency related to the position, including, BS/BA Degree OR Certification(s)/Certificate(s) OR Technical Program Completion OR Past Work Experience

Tech savvy; Good understanding of computer systems, mobile devices, and other tech products

Ability to lead others both verbally and by example

Ability to diagnose and resolve basic technical issues

Excellent communication skills

Customer-oriented with a positive attitude

Willingness to tackle problems and find solutions

US Person (US Citizen, Green Card Holder, or other applicable status)

Able to work on-site, shifts from M-F 5:30 AM – 6:30 PM

Occasional after hours or holiday weekends on call

Adhere to all Statutory and Regulatory Requirements

Preferred

Experience in similar role preferred

Jira experience preferred

Office 365 experience preferred

ITIL certification or IT service management experience

CompTIA A+, Network+, or Microsoft certifications

Experience supporting remote or hybrid work environments

Scripting or automation experience (PowerShell)

Benefits

Holistic Compensation Package: Enjoy a world-class compensation package that includes a competitive salary, equity plan, and discretionary results-based incentive bonus opportunities, ensuring you're truly valued for your contributions.

Wellness and Time Off: Embrace a healthy lifestyle with paid vacation, sick time, and company holidays, including a year-end shutdown to recharge. We support growing families with paid parental leave, recognizing the importance of bonding time.

Comprehensive Health and Wellness: Prioritize your well-being with our comprehensive health and wellness benefits, offering both HMO and Premium PPO options. Additionally, benefit from company-sponsored life insurance and short and long-term disability coverage for peace of mind.

Investment in Growth: We're committed to your professional development. Take advantage of reimbursement opportunities for learning and development initiatives, empowering you to continuously expand your skill set and reach peak performance.

Collaborative and High-Performing Environment: Join our collaborative, dynamic, and high-performing team within a fast-paced, mission-driven company. Together, we're disrupting the traditional manufacturing industry, fostering innovation, and integrating people and technology to reduce our footprint.