Lead IT Support Specialist

The Lead IT Support Specialist provides and coordinates day-to-day hands on support to the organization’s end user laptops, desktops, peripherals, software applications, mobile devices, printers, and other tools that the USV end-users are provided. This position interfaces directly with internal customers and business units, provisioning solutions and troubleshooting user issues to resolution. This role will provide 1-to-1 end user support and training.  This role serves as the team leader for a regional team of IT Support Specialists.  Additionally, this role serves as on-call support in a rotational basis for the entire enterprise. The complexity of work assignments will generally be greater in variety and complexity than those performed by an IT Support Specialist 1 and 2

EESSENTIAL JOB FUNCTIONS:

  • Ability to coordinate daily and short term activities of other team members
  • Ability to clearly articulate direction and work activities of other team members
  • Ability to describe and report performance highlights and problems to the IT Manager
  • Provide valuable input into the performance review process and assist the IT Manager in developing regular performance reviews of regional staff members.
  • First and Second tier support of PC hardware & software, desk phones, printers, mobile devices and other computer related equipment
  • High level customer service-oriented communication skills – verbal, written, actions, results – in face-to-face and over the phone situations.
  • Responsible for ticketing system entry and ticket maintenance/documentation which includes updating and maintaining Inventory records
  • Track, route, and redirect problems to correct resources
  • Identify PC hardware warranty repair as resolve as required
  • Provides timely and relevant updates to end users
  • Advanced troubleshooting and multi-tasking skills
  • Strong ability to analyze and problem-solve
  • Ability to multi-task and prioritize effectively without continuous supervision

QUALIFICATIONS

  • Must have a working knowledge and functional support skills with various client technologies, which may include but are not limited to:
    • Computer operating systems with particular consideration to Windows 10 Professional and Enterprise
    • Desktop and laptop computers with particular consideration to HP branded products
    • Desktop compute related equipment such as monitors, video adaptors, printers, scanners and RF guns, etc.
    • Conference Room AV equipment support
    • Microsoft Office Collaboration Tools (Office 365) including Outlook, Word, Excel, PowerPoint, Skype for Business, MS Teams, OneDrive for Business and SharePoint
    • Working knowledge Active Directory structure, tools and security
    • Experience in provisioning computers, including preparing workstations via imaging, installing software, installing printer drivers and all related troubleshooting
    • Experience in Mobile Device Management solutions
    • Experience in configuring and troubleshooting mobile devices and operating systems including Apple iOS, Android OS, iPhone, iPad, Samsung Galaxy series cellphones and tablets
    • Experience with Anti-Virus and Malware tools
    • Experience with VoIP systems and desktop applications; experience in a call center environment is a plus
    • Experience with IBM iOS systems operational commands and client-side session support
  • Additional focus is on planning, coordination and completion of mid & long-term support work and team projects, main responsibilities include:
    • Provision initial desktop equipment for new-hire associates and new non-employees.
    • Lifecycle swapping - planning, coordination and execution
    • Provide desk-side and remote escalation support
    • Provide elevated troubleshooting service and repairs on hardware; initiate warranty service when appropriate
    • Mentor other team members
    • Update/Maintain Inventory records
    • Order equipment via approved process and coordinate accounting-related tracking
    • Various team projects -planning, coordination and execution responsibility
    • Provide project resource help on various UX Engineer team's projects
    • Helps develop and grow knowledge of help desk procedures, products and services.
    • Act as a backup for level 1 and 2 duties in resource shortage situations

REQUIREMENTS

  • Technical staff is required to be on-call based on a rotating 24x7 schedule; ability to work flexible hours on short notice
  • Possess a valid driver’s license and have the ability to drive to other USV locations to carry out duties assigned
  • Ability to lift up to 50 pounds occasionally

EDUCATION AND/OR EXPERIENCE

  • Bachelor degree in IT/MIS is preferred or 2 year Associates degree in IT or Computer Information Services with equivalent experience
  • 4-10 years experience in comparable IT environment(s)
  • ITIL Foundation v3 or v4 Certification
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