IT Customer Support, Lead

Description

• Create and Maintain system image for PCs.
• Assist in the negotiation, writing and reporting on internal and external service level agreements.
• Develop and follow all system change control procedures.
• Creates and updates internal articles and/or documentation.
• May perform various changes to user accounts via Active Directory.
• Assist in managing staff, including hiring, training, scheduling work assignments and conducting evaluations.
• Delve into and achieve an understanding of a problem or request to offer the most appropriate possible solution.
• Assist to oversee the design and architecture of new services as required by the applications group and internal and external customers.
• Configure, modify and repair computer hardware including monitors, keyboard and printers.
• Assist with on-boarding of new users.
• Generates tickets from inbound calls, emails, walk-in customers, and chat sessions; records detailed progress and resolutions for all tickets accordingly.
• Utilize software and hardware tools to identify, diagnose and drive resolution of problems and factors affecting network integrity.
• Perform system software upgrades, install service packs and patches as needed.
• Maintain inventory of all equipment, software, and software licenses.
• Maintain a regular, dependable attendance and a consistently high level of performance.
• Share after-hours support with others in the group and the IT Operations group including escalations.
• Create and maintain on-call and Level 1 schedule for IT Customer Support team.
• Responsibilities include the support of all production and development systems, troubleshooting and resolution of desktop computers, applications, and related technology. Support includes ordering, configuring, deploying and testing of computer systems and peripherals within established standards and guidelines.
• Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public.
• Ensure desktop, laptop and tablet environments are properly updated with new software and hardware patches and ensuring proper anti-malware protection is maintained.
• Regularly work under deadlines.
• Sets-up new users on domain.

Requirements

• Speak clearly in person and by telephone, using a high level of verbal skills and listen carefully.
• Minimum of four (4) years overall IT infrastructure experience.
• Ability to successfully perform multiple tasks with strict deadlines.
• Advanced knowledge of and proficiency in PC configurations, currently supported versions of Microsoft Windows, Active Directory, Group Policy, and PC software including, Microsoft Office and Microsoft Office 365 applications that may include but are not limited to Visio, Excel, Word, Access, PowerPoint, SharePoint, Skype for Business and Outlook.
• A minimum of four (4) years direct work experience in IT or a related discipline and two (2) years of experience supporting help desk operations may be considered as a substitute for a degree.
• Microsoft Certified Professional
• Required to carry an activated cell phone and be available to respond during working and non-working hours.
• The analytical thinker can utilize a functional understanding of the various components of systems in conjunction with technical knowledge to identify effective and efficient problem resolutions.
• Ability to organize and prioritize daily work.
• The successful candidate will be required to clear a drug screen, and a complete background check, including a credit report for certain positions after an offer, has been extended and before being employed.
• Must be able to perform all essential and marginal functions of the job.
• Experience in working on multiple assignments during the same time frame juggling tasks based on relative priorities with supervision commensurate with grade level.
• Good interpersonal skills with demonstrated ability to communicate systems requirements verbally and in writing.
• Must be able to work with a team, take direction from management, adhere to required work schedules, focus attention to details, and follow work rules.
• Excellent organizational, time management, presentation and communication skills; must communicate effectively with all levels of company personnel.
• Ability to multitask effectively and meet deadlines.
• Strong leadership skills with proven ability to motivate great teams.
• Bachelor degree from an accredited institution in Computer Science, Information Systems, Business Management, or a related discipline.
• Travel as needed up to 25%.
• Must possess and maintain a valid driver’s license and a driving record satisfactory to the company and its insurers. (As needed)
• Ability to work well both individually with minimal supervision and in a team environment where the sharing of knowledge is highly regarded and expected.
• Ability to quickly master new IT processes and tools.
• Experience in effectively communicating business and technical issues to both technical and non-technical audiences.
• Use time effectively and efficiently.
• Sitting for prolonged periods of time; standing and reaching with hands and arms frequently; regularly walking, climbing, balancing or moving; driving; talking; seeing (specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus); using hands frequently to type, touch, handle and feel; hearing; bending or stooping; squatting or crouching; reaching; kneeling; pushing; pulling; regularly lifting and moving up to 10 pounds and occasionally lifting and moving up to 25 pounds.

Benefits

• Non-traditional hours anticipated.
• Company vehicle (if applicable)
• Networking and employee engagement events
• Vacation, sick days, paid caregiver leave, volunteer and bereavement paid time off
• Personal development to grow your career with us based on your strengths and interests
• Parental Leave
• Employer-paid life insurance, short-term disability, and long-term disability coverage
• Company-paid holidays and floating holidays
• Employee discounts; vehicles, tires, cellular plans, and more
• Annual discretionary bonus
• 401(k) with up to a 6% match that vests immediately plus an employer discretionary contribution of up to 4%
• Identity theft protection
• Industry competitive pay
• Infertility Coverage
• Health insurance package options that include Flexible Spending & Health Savings Accounts
• Wellness Programs and Mental Health Resources
• Minimal safety hazards; general office working conditions.
• Critical Illness & Accident Insurance
• Generous Tuition Reimbursement Program

Training + Development

Interview process

Visa Sponsorship

Security clearance