IT Lead Support Tech

Overview

POSITION SUMMARY: This lead role provides Tier 2 IT support to the end-user community remotely and in person. The role is responsible for leading a team in “next level” support while working closely with the Support Manager and a contracted help desk team. This role includes support for: operating systems, software, infrastructure, cloud services, MDM and EHR system. Daily efforts will include managing & delegating installation, configuration, deployment, and issue resolution for all items mentioned above, plus project planning and project execution.

Travel is required.

• Work to manage, delegate, and resolve escalated Tier 2 support tickets with minimal guidance
• Coordinate with IT Support Services to ensure incident tickets are completed correctly, and in a timely manner
• Display and maintain a high level of team customer service satisfaction
• Proactively collaborate with 3rd party Support Desk Service to resolve outstanding, and ongoing, issues
• Oversee the installation, configuration, and deployment of standard technology hardware & software
• Coordinate equipment acquisition from vendors
• Assist in MDM and cloud service administration
• Coordinate with IT Support Services to oversee shipping equipment to remote employees and campuses
• Maintain and manage an asset inventory system
• Control and maintain an inventory of spare parts and computer peripherals, ordering when needed
• Document relevant hardware and software instructions as it relates to troubleshooting, hardware setups, and the end user experience
• Assist with project planning and installation/configuration of new technology systems
• Teach others 1-on-1 in a live environment, remotely, or in a group setting. This includes EHR support and training
• Contribute to maintaining a knowledge base of support issues, adding/editing information when needed
• Contribute to the creation of in-house documentation for existing and new staff alike
• Assist in IT Infrastructure projects, when needed
• Assist in IT Security projects and maintenance scans, when needed
• Assist in Application Development projects, when needed
• Assist IT Support Service Manager in administrative tasks, when needed

• 5 years of experience working in IT Support, specifically an end user-facing, help desk environment
• High school diploma or equivalent required, Bachelor's degree preferred
• Experience as a team leader preferred
• Experience managing Microsoft cloud services
• Experience in MDM administration
• Experience teaching others 1-on-1 or in a group setting
• Advanced hardware and software comprehension, including Microsoft apps, RMM tools, Databases, and other local (or web-based) applications
• Strong ability to work independently & work collaboratively with contractors, peers, and management