IT Support Lead

From help desk to hero! GPD ic currently looking for an IT Support Lead!

The IT Support Lead plays a crucial role in maintaining our IT systems, providing advanced technical support, and ensuring that all network / computer hardware and software function efficiently. This position involves diagnosing and resolving technical issues, implementing IT solutions, and mentoring staff on IT utilization and operation.

This full‑time, exempt role is located in Salem, NH and will report to the CEO.

Preference will be given to candidates currently located within commutable distance to Salem, NH.

• Responsible for the administration, maintenance and monitoring of software and hardware infrastructure while working with our MSP(s) to ensure a high level of staff service.
• Maintain and optimize IT infrastructure, performing regular system updates.
• Lead IT projects and implementations.
• Monitoring and managing activities in relation to Cyber Security and Gov’t Cloud Systems.
• Install and configure network / computer systems and applications.
• Work closely with the management team to ensure that strategy is being implemented and issues are resolved promptly.
• SME for all applications and play a role in the evolution of the GPD software landscape.
• Provide technical support to end users both remotely and onsite.
• Keep up to date with IT developments and identify appropriate, cost‑effective solutions to meet corporate needs.
• Willingness to contribute outside the scope of your role, to support your colleagues and the business.

• Associate’s Degree, Bachelor’s preferred.
• Other certifications strongly desired; certifications such as CompTIA A+, Network+, or equivalent are preferred.
• Minimum of 5 years of experience in an IT technical support role.
• Advanced knowledge of network / computer hardware and software.
• Strong problem‑solving and analytical skills.
• Excellent communication, documentation, and writing skills.
• Ability to build strong collaborative relationships with stakeholders by explaining complex technology topics in a manner that they can relate to.
• Excellent customer focus with the ability to think from the user’s perspective.
• The ability to understand and analyze problems and find solutions.
• The ability to think creatively and work collaboratively with individuals and teams to solve business challenges.
• The ability to make recommendations around things such as requirement prioritization, scope, assessing viability of solutions, etc.

Knowledge of VISUAL ERP and Salesforce is a plus!

• Windows
• Microsoft 365
• Share Point
• Networking
• Hardware diagnostics and repair
• Software installation and troubleshooting
• Active Directory
• IT project management
• Customer service
• Technical Documentation

• Able to lift up to 50lbs
• Limited Travel may be required