IT Help Desk Lead

Job Description

Job Description

Divergent is a technology company that has architected, invented, built, and commercialized an end-to-end factory system called the Divergent Adaptive Production System (DAPS) that comprehensively uses machine learning to optimally engineer, additively manufacture, and flexibly assemble complex integrated vehicle structures and subsystems. Products created using DAPS are superior in performance, lower in cost, rapidly customizable to meet mission and customer-specific requirements, faster to market, and scalable on demand to high volume production. Divergent is a qualified Tier 1 supplier to global automotive OEMs, and Divergent is now expanding to support mission critical needs in the Aerospace and Defense sector. Join us to be a part of this transformative journey, where your impact will shape the future of technology and production.

Purpose

We are looking for a Help Desk Lead to guide and oversee helpdesk functions. In addition, this role will provide fast and useful technical assistance on computer systems, as well as an escalation point for any help desk issues. You will answer queries on basic technical issues and offer advice to solve them, as well as handle more advanced help desk issues either by yourself or with other members of the team. An excellent Help Desk Lead must have a very good technical knowledge and be able to communicate effectively to understand the problem and explain its solution, not just to end users, but other help desk members as well. They must also be customer-oriented and patient to deal with difficult customers, as well as guiding other help desk members with tickets they are facing. The goal is to create value for clients that will help preserve the company's reputation and business.

The Role

• 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.

Basic Qualifications

Preferred Qualifications

Work Environment

Compensation

At Divergent, our pay range is based on the level of the job. For this role, we will consider candidates at levels Specialist 04 - Specialist 05 as evaluated through our interview process.

Pay Range

$36—$56.63 USD

What We Offer :

Equal Employment Opportunity

Divergent is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or veteran status, or any other applicable state or federal protected characteristic. Divergent provides affirmative action in employment for qualified Individuals with Disabilities and Protected Veterans in compliance with Section 503 of the Rehabilitation Act and the Vietnam Era Veterans' Readjustment Assistance Act.

EEO Poster

In order to adjust to changes in our business, it may become necessary to add, remove or modify certain duties and responsibilities, or to reassign you to another job position. From time to time you may be asked to work on special projects or to assist with other work. Your cooperation and assistance in performing such additional work is expected.

E-Verify : Right to Work

Our company participates in E-Verify. E-Verify is a program that electronically confirms a candidate's eligibility to work in the United States after completing the Employment Eligibility Verification (Form I-9). The information provided on the Form I-9 is compared to the records contained in the Social Security Administration and Department of Homeland Security (DHS) databases. This helps employers verify the identity and employment eligibility of newly hired employees.

Eligibility to Work Poster (English) | Eligibility to Work Poster (Spanish)

Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO)

Pursuant to the Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO), we will consider for employment qualified applicants with arrest and conviction records.

No agencies, no solicitations, and no calls please.