Senior IT Support Lead

2 weeks ago

Georgetown, United States TCI Technology Consulting Inc Full time

TCI Technology Consulting Inc is seeking a Senior IT Support Lead to enhance our support operations.

POSITION OVERVIEW

The Senior IT Support Lead will possess a robust technical foundation in Microsoft Suite, coupled with exceptional analytical abilities and a talent for guiding and developing junior IT Support personnel.

This role entails overseeing the training and development of new support staff, alongside crafting and executing innovative processes and protocols aimed at elevating helpdesk efficiency. Responsibilities include administering, installing, configuring, troubleshooting, and maintaining computers, servers, networked workstations, and associated software utilized in both administrative and instructional settings. The position also encompasses providing technical assistance related to hardware, software, data communications, and connectivity.

KEY RESPONSIBILITIES

  • Oversee, document, monitor, configure, and manage the IT Help Desk.
  • Lead, train, and inspire IT Support Technicians.
  • Ensure swift and effective resolution of all customer inquiries.
  • Design and implement new methodologies to enhance helpdesk operations.
  • Identify and integrate new technologies to optimize helpdesk performance.
  • Analyze helpdesk metrics to propose enhancements in customer service.
  • Deliver regular performance reports of the helpdesk to upper management.
  • Create training materials and procedures for end users.
  • Diagnose and resolve computer system issues, including debugging, repairing, servicing, and troubleshooting hardware, printers, and other peripherals.
  • Maintain an accurate inventory of technological resources, including their locations and any specific maintenance or setup challenges.

QUALIFICATIONS

  • Minimum of 5 years in IT support, with at least 2 years in a leadership capacity.
  • Strong technical expertise in:
  • Comprehensive knowledge of Active Directory, Microsoft Office Suites, and O365.
  • Providing Tier 1 and 2 support for desktops, mobile devices, printers, and scanners.
  • Troubleshooting and supporting printers, scanners, and network connectivity.
  • Ability to effectively support multiple locations.
  • Experience managing projects such as the procurement and setup of new desktops and printers.

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