Hourly Rate: $20 – $30 per hour
Job Title: Helpdesk Team Lead
Job #: 5771
Location: Albany, NY
Category: Technology & Innovation
Position Type: Full-time, Long-Term Contract

Description:
Our client is currently seeking a Helpdesk Team Lead to join their team. This is a full-time, 2-year contract position.

Responsibilities Include:

• Lead and train helpdesk team members and agency partners.
• Provide technical guidance on account management, access issues, provisioning, password resets, and multi-factor authentication setup.
• Troubleshoot helpdesk tickets and ensure timely resolution.
• Respond to Level 2 helpdesk requests for healthcare providers, public health employees, first responders, and partner agencies.
• Investigate technical issues and assist with system security, including unauthorized account access.
• Assist users with installing and configuring security hardware and software.
• Manage user roles, permissions, and account documentation for program applications.
• Perform system testing, document procedures, and report results.
• Maintain accurate records using standard office and IT tools.
• Provide administrative support, including contract tracking and coordination with vendors.
• Perform other tasks assigned to ensure efficient helpdesk operations.

Qualifications:

• 2+ years of experience using Microsoft Office and in an administrative support role.
• Experience in technical support or helpdesk operations.
• Knowledge of account management, multi-factor authentication, and troubleshooting technical issues.
• Familiarity with standard IT tools and systems, such as SharePoint, Microsoft 365, and helpdesk software.
• Strong communication, interpersonal, and leadership skills.
• Ability to manage multiple tasks, prioritize work, and work independently.

Hours:

• Monday-Friday 8:00 am-4:00 pm
• In-office

For more details on this role please contact jobs@walrathrecruiting.com or call 518-275-4816. Please reference the specific job number you are inquiring about.

The specific salary/pay rate offered to a candidate may be influenced by a variety of factors including but not limited to the candidate’s experience, education, and work location.

This is an immediate opportunity. The interview process will be comprised of a combination of virtual and in-person. If you are qualified for this position, please apply using our secure online form.