Job Description Art Van Furniture, the Midwest\u2019s premier furniture and mattress retailer and one of America\u2019s top 20 furniture and mattress retailers, is seeking an experienced Help Desk Team Lead to join our Information Services Team. Under the direction of our IT Support Supervisor; the Help Desk Team Lead will provide leadership and assistance to the help desk associates; support and assist the Art Van Furniture user community on a variety of computer systems; provides support for the Information Technology (IT) department with internal system jobs and performance monitoring.. Specific job duties include: Provide tier 1 support for all Information Technology (IT) corporate environment, including network, servers, telecommunications, desktop and application issues. Respond to requests and assist end users in resolving hardware and software computer related problems through discussion and diagnosis in a timely fashion. Takes the necessary steps to resolve those problems. Maintain helpdesk ticketing system of problem information for customer interaction and follow-up, point of contact for escalations Logs trouble calls and support requests into helpdesk database and help support tickets Support users in basic technical requirements, standards, and processes. Develop a documentation strategy to increase the level of customer service the Service Desk provides. Create new user accounts, proactively monitor when an employee moves stores, two day service level agreement. Create a process to receive all necessary information from the customers to ensure the tickets display all information needed when escalated to another group. Train and educate new team members on the service desk to ensure all members have the same knowledge base. The position requires: Associates degree in computer\/information science, business or a combination of education and equivalent work experience. Minimum of one (1) to three (3) years prior experience in a computer support position Demonstrated ability to handle multiple tasks simultaneously. Strong interpersonal, written, and oral communication skills. Highly self-motivated and directed, with keen attention to detail. Strong customer service orientation. Art Van is an equal opportunity employer who offers a competitive salary combined with an excellent benefits package.