DreamLine is a technology-driven designer, manufacturer, and marketer of premium shower products, including frameless glass shower doors, shower enclosures, and acrylic shower bases. DreamLine offers over 4,000 products across over 60 models including a number of top-selling frameless shower doors. DreamLine’s disruptive technology has enabled it to offer a large variety of stock shower doors to meet the diverse style and appearance preferences of consumers, designers, and builders, at a fraction of the cost of custom shower door options. DreamLine will continue to invest in cutting edge technology to enhance its market-leading position.

Job Summary

The IT Technical Team Lead position installs, modifies and makes minor repairs to personal computer hardware and software systems, and provides technical advice and support to system users.  This position will also require oversight of help desk staff and ticketing system, providing guidance where needed.

Essential Responsibilities

• Provide onsite and remote support to end-users.
• Resolve helpdesk requests from end users via telephone, walk-ins, email, text message, and IMs in a courteous manner.
• Respond to assigned tickets/tasks in accordance with SLA guidelines Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
• Apply diagnostic utilities and best practice methodology to aid in troubleshooting.
• Inform Supervisor of any and all technical support documentation that needs updating/amending when needed.
• Setup and support mobile devices (Android, iOS, etc…)
• Troubleshoot Windows Desktop and Microsoft Office applications
• Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
• React to service outages promptly with adherence to standard operating procedures
• Take ownership of tasks and follow through to ensure complete resolution
• Perform hands-on fixes at the desktop level, including installing and upgrading hardware/software, implementing file backups, and configuring systems and applications
• Test fixes to ensure problem has been adequately resolved.
• Perform post-resolution follow-ups to help requests.

Qualifications

• Minimum 1 to 3 year of managing a help desk team
• 3 years of experience working on an active help desk
• A+ certification preferred an associate degree in a technology-related field or equivalent training.
• In-depth understanding of Windows desktop operating system.
• Knowledge of AD, DHCP, DNS, Networks, PC hardware and software, Shoretel (or VOIP) and MS Exchange
• VLANs, Network balancing, Cisco Meraki, Access points, Switches, Security appliances, Office 365 management, MDM management, Windows 7 and 10 Pro as well as some MAC and Linux
• Basic knowledge of Windows networking
• Ability to explain or teach technical procedure to non-technical users
• Ability to pay close attention to details while performing technically detailed tasks
• Ability in learning quickly on the job and keeping up with technology changes.
• Excellent written and oral communication skills.
• Excellent and accurate documentation skills.
• Ability to work effectively in a team with minimal supervision.

DreamLine provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.