Support Team Lead

3 days ago

Española, New Mexico, United States Santa Clara Development Corporation Full time
Job Description

SUMMARY:

The Support Supervisor will provide primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals. They will also be responsible for responding to, documenting, and resolving service tickets in a timely manner. The Support Supervisor must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate or route them to appropriate IT staff members. The Support Supervisor will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple platforms including desktops, laptops, mobile devices, and videoconferencing equipment. This position may require independent work, sharing information and assisting others with work orders.

Key Responsibilities:

  • Supervise and develop Tier 1 Support, Tier 2 Support, and Tier 3 Support.
  • Provide coaching, mentoring, and guidance to team members.
  • Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
  • Plan and conduct performance appraisals of Help Desk staff, administer disciplinary action.
  • Responsible for providing and developing KPI reports.
  • Provide technical support to system users and customer support staff.
  • Evaluate user needs, define technical problems, and work with IT Management staff to determine solutions.
  • Troubleshoot software, operating systems, and hardware problems.
  • Evaluate system potential by testing compatibility of new programs with the existing programs.
  • Perform daily preventive monitoring; verifying the integrity and availability of systems & applications, databases, systems, and/or key processes; reviewing system and application logs when necessary.
  • Contribute to the installation, deployment, maintenance, and/or rebuilding of existing workstation environments. Configure hardware and peripherals, services, settings, profiles, storage, security access, etc. in accordance with department policies and procedures.
  • Complete application of systems analysis techniques and procedures, including consulting with users, to determine hardware, software, or system functional specifications.
  • Assist with the design, development, documentation, analysis, creation, testing or modification of computer systems or programs, including prototypes, based on, and related to user or system design specifications.
  • Complete the design, documentation, testing, creation, or modification of computer programs related to machine operating systems.
  • Assist IT Manager to maintain and file all required IT forms on a daily, monthly, yearly basis.
  • Maintain patches and security updates on a regular basis and upgrade systems, applications, tools, and utilities to ensure the department follows established compliance and standards guidelines.
  • Keep all areas clean and sanitized as directed.
  • Responsible for maintaining a consistent, regular attendance record.
  • Perform other duties as assigned.
  • Monitor support ticketing system for all ticket status', which includes, updating notes, communicating with requesters, aiding other IT team members, and completing all assigned tickets.
  • Provide backup support for IT team members, including the handling of all incoming support calls, emails and walk-ins as required to maintain department SLAs.
  • Perform other duties as assigned.
  • 24/7/365 Availability, Rotating Schedules, and Overtime Required as needed to work odd hours to accommodate projects, system maintenance, critical issues, emergencies, etc.
  • Participate in the regular on-call after hours IT support schedule.

Additional Responsibilities:

  • Manage the processing of incoming calls to the help desk via telephone, email or in person to ensure courteous, timely, and effective resolution of end user requests.
  • Oversee the IT equipment inventory, including updating inventory tracking sheets, creating and documenting the submission of new Purchase Requests, and verifying the receipt of incoming shipments.
  • Ensure consistent helpdesk coverage, including creating schedules, and filling in for shifts as needed.
  • Developing and maintaining helpdesk procedures.
  • Oversee the development, implementation, and administration of help desk staff training procedures, policies and provides mentorship to help desk team members.
  • Signs, organizes, reviews, and files all documentation required for Gaming Regulations used for Internal and External Audits conducted within the IT Department.
  • Assist with overseeing Help Desk team timecards and schedules.
  • Required to be a part of the on-call schedule to support, troubleshoot and resolve high priority issues.
  • Maintains a strict level of confidentiality regarding company information.

Qualifications:

  • Associate degree in Information Technology, Computer Science, Management Information Systems, or equivalent; minimum of two to three (2-3) years of related work experience; or an equivalent combination of education and work experience.
  • Relevant technical certifications: CompTIA A+, Network+, Security+ required at time of or during employment. Microsoft, Cisco, VMware, or other relevant industry certifications a plus. Must be able to read, write, and verbally communicate fluently in English.
  • Current ITIL v4 Foundation Certification or to be able to obtain within 6 months of employment.

Preferred Qualifications:

  • 2 years of experience supervising a help desk team.
  • 2 years of experience managing IT projects.
  • 2 years of experience in technical writing, or related documentation creation.
  • 1 year of experience in technical support of a casino or related environment.

Work Environment:

The physical demands and work environment described here are representative of those that must be met by an Employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The Employee is frequently required to risk danger of electrical shock and/or radiation (from computers, networking components, wireless components).

The noise level in the work environment is usually moderate. When on the casino floor the noise level increases to loud. Employee will be exposed to second hand cigarette smoke.

  • Face-to-face / in person: High level of interaction with other employees, moderate to high with guests and vendors.
  • Telephone interaction: High level of interaction with employees, vendors and guests.

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