It Support Services Lead

Position Responsibilities:

• The IT Support Services Lead acts as the primary contact for all technical issues and manages company-wide desktop infrastructure and devices. The Lead also provides support and mentorship to IT Support Services Technicians.

Position responsibilities include:

• Provide Tier 2 technical support to end-users via telephone, web and e-mail regarding software and hardware-related issues. Ensure courteous, timely and effective troubleshooting and resolution, as well as escalation through the appropriate channels. Train end-users while resolving concerns, serving as a technical resource to staff.
• Create documentation in support services tracking system detailing issues and resolutions to tickets and provide periodic reports to IT Manager.
• Assist in tracking and maintaining complete and accurate software and hardware records and inventory. Assist with purchasing and licensing.
• Install, maintain, deploy and recover hardware.  Install and customize software. Create images of systems and automate deployment where possible.
• Manage desktop configurations and company-wide devices, such as printers, faxes and digital senders, PDAs, cell phones, smartphones and tablets.
• Oversee and review customer service expectations and service levels based on desktop environment, technology and customer requirements and conduct periodic reviews with customers to determine whether service levels are being appropriately met.
• Provide and formulate viable alternative solutions for issues while utilizing available internal resources, external vendors or other available means to move toward satisfactory and positive resolution/outcomes.
• Provide mentorship and guidance to IT Support Services staff, exhibiting qualities that inspire and motivate team members to higher levels of technical expertise and service.
• Assist in the development and maintenance of performance measurements and metrics that enable identification, reporting and review of major indicators of quality, effectiveness and success.
• Team with IT team members and management as appropriate to establish requirements for new systems or modifications to current systems.
• Assist project managers or clients with special projects as deemed appropriate.
• Other projects or duties as assigned.

Position Requirements:

• Bachelor’s Degree in Computer Science, Information Science or related field or equivalent experience.
• 3+ years’ experience in IT customer support capacity. Experience training and directing work of assigned staff strongly preferred.
• Experience in procurement role involving persistent communication with vendors a plus.
• Understanding of hardware and software operation in network environment gained through formal training and/or experience.
• A+ certification strongly preferred. MCDST or MCP in Windows XP Professional and Windows 7 certification a plus!
• Advanced knowledge of PC systems (Dell desktops and laptops) with Windows XP, Windows 7, Microsoft Office, Adobe Products, PDAs, smartphones, tablets and printers. Basic knowledge of networking preferred.
• Ability to conduct effective and timely troubleshooting via telephone, in person and using remote assistance tools.
• Strong problem-solving skills, ability to deal with ambiguity/conflicting objectives and drive for results.
• Ability to take initiative and work independently with little or no supervision.
• Professional-level verbal and written communication skills.
• Ability to effectively interact with a variety of users with different levels of computer needs and expertise.
• Demonstrated organizational skills. Ability to prioritize multiple projects and work effectively in fast-paced, high-stress environment.
• Availability for on-call rotation for after-hours technical support as necessary.
• Ability and willingness to travel to local and outer office locations, up to 25%.
• Normal office environment with moderate noise level, occasional lifting of up to 25 lbs., regular walking, sitting, bending, twisting, standing and reaching.
• Ability to perform consistent work on a PC.