Help Desk Lead - Hybrid Role with 2-3 day in Rye Brook NY office

How many people can answer the question, "What do you do for a living?" with the answer, "I help find cures for cancer." At LLS, employees take our mission seriously. Whether you work in one of our regions, are an accountant at the national office or a specialist in our Information Resource Center, you work each day on making our mission a reality: Cure leukemia, lymphoma, Hodgkin's disease and myeloma, and improve the quality of life of patients and their families. Join us and give new meaning to the word, "job."

Summary: As part of a mission centric, locally delivered and nationally powered organization,this role is responsible for providing day-to-day operational support to end users regarding hardware, account permissions, networking, and troubleshooting user issues. This role also provides professional front-line technical support and equipment provisioning to the organization for hardware, software, and other computer-related services and issues.

As a valued member of LLS, you are eligible for a comprehensive benefits package. Our offerings include medical, dental, and vision insurance; life insurance; flexible spending accounts; a 403b retirement plan along with generous paid time off. In addition, we observe federal paid holidays throughout the year, and offer a wellness program and an employee assistance program.

While employees may be permitted to work remotely, travel to the assigned office, HUB or Satellite Offices may be required as determined by the employee's manager and the employee's People Organization Generalist.

Core Responsibilities

• Lead the day-to-day operations, interactions, and workflow of the Help Desk team to ensure correct and timely support of reported system issues using support desk software, prioritize issues, and manage communication channels to the end-user community.
• Serve as escalation point for Level 1 and Level 2 team members and ensure proper handling of issue tracking and feedback loop to user constituency.
• Drive proactive service measures (reducing status calls by implementing practices to manage end users' expectations)
• Perform data analytics on call data and initiate, implement and drive helpdesk optimization efforts; provides timely and accurate progress reporting as it relates to the team and provides weekly reports to manager.
• Coordinate and collaborate with Application Support to develop and improve support procedures, internal and user documentation, user training, software testing, and change management procedures.
• Work with the Technology & Cybersecurity and Systems Development teams to test, plan and execute Roadmaps.
• Troubleshoot and resolve various technical issues by working closely with end users to understand the events that led to issue creation, as well as to understand the business impact of each issue
• Provide additional technical support, as needed, including configurations, hardware and software installations, A/V support for conference rooms and live meetings, etc.
• Assist with testing and implementation, for user community in support of new initiatives as required.
• Maintain a working knowledge of the LLS mission and programs to promote the field and campaign fundraising initiatives.

Minimum Requirements

• High School Diploma or equivalency required
• Bachelor's degree preferred or equivalent experience
• 4 years of experience in a directly relatable role

Knowledge, Skills, and Abilities

• Experience updating and maintaining a simple database
• Experience working effectively within technology department, staff and managing vendors
• Proficiency with Windows OS
• Familiar with MacOS
• Mailbox delegation
• Experience using a supporting a variety of software including: SharePoint/OneDrive, online meeting platforms, Microsoft Intune and autopilot, Microsoft Active Directory, Office 365
• Mobile device support
• Ability to work in a team and communicate effectively
• Be professional, polite, and courteous
• Take full ownership to resolve questions and issues. Demonstrate a desire to assist
• Listen for understanding and respond empathetically
• Explain things in a manner that is easy to understand
• Excellent oral and written communication skills

Work Environment & Physical Demands

• Work is typically performed in a office environment
• Must be able to lift at least 20 lbs., up to 40 lbs.
• Ability to sit or stand - or alternate between sitting and standing - for extended periods of time.
• Ability to enter text or data into a computer by means of a traditional keyboard.
• Ability to express and exchange ideas by means of spoken and written word to accurately impart information and instructions to others.
• Ability to hear, understand, and distinguish speech in person, over the phone and through computer speakers.
• Clarity of vision at approximately 20 inches, including use of computer screens.
• Some weekend and evening hours may be required.
• LLS has a 35-hour work week
• This is a Non-Exempt, hourly paid role. The average salary (hourly) range is $49,000 ($27/hour) - $69,000 ($38/hour), open to further discussion based on geography.

#LI-Hybrid

The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties, and skills required of employees. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the Company. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer

LLS is an equal employment opportunity employer committed to diversity and inclusion in its workplace. All qualified applicants will receive consideration for employment without regard to sex, gender, gender identity and expression (including transgender status), sexual orientation, pregnancy, age, race, color, creed, national origin/ancestry, citizenship, religion, genetic predisposition or information, physical or veteran status, or any other characteristic protected by law. LLS seeks such skilled and qualified individuals to share our mission and where they will join a cohort of others who have chosen to call LLS home. LLS complies with all applicable laws which prohibit discrimination and harassment in the workplace, and is committed to maintaining a diverse and inclusive environment supportive of all of our employees and the communities we serve.