IT Customer Support, Lead

Primary purpose:

Provides support to end users for computer, application, system, device, access and hardware issues. Identifies, researches and resolves the most complex technical problems. Responds to telephone, email and online requests for technical support. Documents, tracks, and monitors the problem using applicable systems and tools. Coordinates with other teams or specialists to resolve an issue. May be responsible for the resolution of escalated issues of higher difficulty. May train, coach or assist less experienced team members. May require an associate degree or its equivalent. Typically reports to a supervisor or manager. Has gained proficiency in multiple competencies relevant to the job. Works independently within established procedures associated with the specific job function. Typically requires 4-6 years of related experience.

Essential duties and responsibilities:

- Assist in managing staff, including hiring, training, scheduling work assignments and conducting evaluations.

- Assist to oversee the design and architecture of new services as required by the applications group and internal and external customers.

- Assist in the negotiation, writing and reporting on internal and external service level agreements.

- 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.

- Ensure desktop, laptop and tablet environments are properly updated with new software and hardware patches and ensuring proper anti-malware protection is maintained.

- Generates tickets from inbound calls, emails, walk-in customers, and chat sessions; records detailed progress and resolutions for all tickets accordingly.

- Perform system software upgrades, install service packs and patches as needed.

- Delve into and achieve an understanding of a problem or request to offer the most appropriate possible solution.

- Configure, modify and repair computer hardware including monitors, keyboard and printers.

- Sets-up new users on domain.

- May perform various changes to user accounts via Active Directory.

- Creates and updates internal articles and/or documentation.

- Maintain inventory of all equipment, software, and software licenses.

- Assist with on-boarding of new users.

- Create and Maintain system image for PCs.

- Create and maintain on-call and Level 1 schedule for IT Customer Support team.

- Develop and follow all system change control procedures.

- Share after-hours support with others in the group and the IT Operations group including escalations.

- Regularly work under deadlines.

- Utilize software and hardware tools to identify, diagnose and drive resolution of problems and factors affecting network integrity.

- Deal with a wide variety of people with tact, courtesy, and professionalism.

- Speak clearly in person and by telephone, using a high level of verbal skills and listen carefully.

- Maintain a regular, dependable attendance and a consistently high level of performance.

- Work non-traditional hours as needed.

- Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public.

- Other daily, weekly, monthly or special project duties as identified and defined.

- Other duties as assigned.

Minimum requirements:

Education:

- Bachelor degree from an accredited institution in Computer Science, Information Systems, Business Management, or a related discipline.

- 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.

Experience/Specific Knowledge:

- Minimum of four (4) years overall IT infrastructure experience.

- Strong leadership skills with proven ability to motivate great teams.

- Must be customer service oriented.

- 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.

- Excellent organizational, time management, presentation and communication skills; must communicate effectively with all levels of company personnel.

- 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 multitask effectively and meet 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.

- Good interpersonal skills with demonstrated ability to communicate systems requirements verbally and in writing.

- Experience in effectively communicating business and technical issues to both technical and non-technical audiences.

- Experience in working on multiple assignments during the same time frame juggling tasks based on relative priorities with supervision commensurate with grade level.

- Use time effectively and efficiently.

Certifications, Licenses & Registrations:

- Must possess and maintain a valid driver’s license and a driving record satisfactory to the company and its insurers. (As needed)

Competencies, Skills & Abilities:

- Must be able to perform all essential and marginal functions of the job.

- 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.

- Ability to quickly master new IT processes and tools.

- Ability to successfully perform multiple tasks with strict deadlines.

- Ability to organize and prioritize daily work.

Physical Demands:

All of the physical requirements listed below are those that may be necessary for an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- 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.

- Minimal safety hazards; general office working conditions.

Working Conditions:

- Travel as needed up to 25%.

- Non-traditional hours anticipated.

- Required to carry an activated cell phone and be available to respond during working and non-working hours.

- 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.

Supervisory Responsibility:

Yes

PREFERRED EDUCATION, EXPERIENCE, CERTIFICATIONS, COMPETENCIES, SKILLS, & ABILITIES:

Above the minimum requirements; not required but advantageous in this position:

Microsoft Certified Professional

Other responsibilities:

The above statements describe the general nature and level of work being performed. This position may perform other duties as assigned.

Compensation:

The salary range for this role is $90,000-$115,000/year.